Manager, Consulting Services

Job Description

The Manager, Consulting Services is a hands-on technical leader of a multidisciplinary team with clinical, operational, functional, and technical expertise across Utilization Management, Care Management, Pharmacy Management, and Complaints, Appeals, and Grievances. The manager provides solution direction throughout the customer lifecycle, oversees technical implementation of enterprise care management software, and partners with customers, internal teams, and vendors on integration, interoperability, and AI-enabled capabilities.

The Manager, Consulting Services is a hands-on technical leader of a multidisciplinary team with clinical, operational, functional, and technical expertise across Utilization Management, Care Management, Pharmacy Management, and Complaints, Appeals, and Grievances. The manager provides solution direction throughout the customer lifecycle, oversees technical implementation of enterprise care management software, and partners with customers, internal teams, and vendors on integration, interoperability, and AI-enabled capabilities.

Core accountability: proactively identify risks and dependencies, communicate effectively with stakeholders, and drive successful, on-schedule customer outcomes.

• Lead hiring, onboarding, coaching, and performance management; build capacity plans and role coverage.
• Develop a high-performing team with deep clinical, technical, and functional expertise; support escalations and ensure consistent delivery.
• Set and manage team OKRs/KPIs; drive continuous improvement through retrospectives/RCA and structured upskilling, cross-training, and knowledge-sharing.
• Optimize team utilization by aligning capacity with customer priorities and deploying resources where they deliver the greatest value. Support revenue growth by tracking incoming requests, identifying gaps in projected work, and proactively partnering with Sales to generate and advance new customer opportunities when demand is below plan.

• Identify, evaluate, and implement approved AI-enabled workflows for documentation, analysis, support triage, and testing to improve productivity and delivery quality.
• Continuously shift team time away from manual execution and toward higher-value customer engagement, requirements gathering, and solution consulting by leveraging AI to automate routine work.
• Ensure compliant use of AI and tools (data privacy, security, auditability); train the team on approved tools and monitor adoption.

• Provide solution direction throughout the customer lifecycle, translating customer requirements into scalable, secure, maintainable technical solutions.
• Own project delivery: partner with project managers and customers on implementation plans, technical specifications, deployment strategies, and schedules.
• Lead design, documentation, and review of solution architectures and integrations (REST, SOAP, XML, X12, HL7, FHIR) with customer stakeholders and third-party vendors.

• Serve as a trusted technical advisor on solution capabilities, best practices, interoperability standards, and emerging technologies.
• Participate in customer meetings, establish and manage expectations, and deliver technical presentations throughout the implementation lifecycle.

• Investigate, diagnose, and resolve complex technical, integration, and data issues; manage escalations across internal and external stakeholders.
• Produce and maintain accurate technical documentation, including solution designs, interface specifications, and implementation artifacts.

• Define target-state data and integration architecture using modern patterns — API-first and event-driven/streaming integration, FHIR-native interoperability, and modern data platforms — and produce reference architectures and roadmaps that move customers away from point-to-point, batch-file integration.

• Plan and execute migrations from legacy integrations and data stores to the future-state architecture —…