Delivery Excellence Manager

This is a fully remote position, open to applicants in Ireland.

📋 Description

• Provide support to the global Delivery function in a managerial capacity.

• Take ownership of and spearhead optimization initiatives within Global Delivery, encompassing competency frameworks and evaluations of working methods.

• Implement strategic Customer Support programs for frontline teams, which includes new service lines, channels, product features, workflows, and training.

• Bring operational knowledge to Customer Support efforts and represent the viewpoints of frontline teams.

• Influence upstream service and product design to ensure efficient operationalization.

• Guarantee that frontline feedback is integrated into new services, workflows, and tools.

• Assist global operations leaders with performance management and scalable tools, metrics, and reporting.

• Organize and facilitate meetings for the global delivery operating system.

• Promote a culture of performance management across delivery teams and partner sites.

• Lead initiatives focused on performance management and operational improvements.

• Address issues related to Diversity & Belonging, Allyship, Ethics, Compliance, and service standards.

• Utilize root cause analysis, metrics, and behavioral insights to prioritize improvements in KPIs.

• Develop performance management playbooks, training materials, and onboarding plans.

• Collaborate with Talent to establish career frameworks.

• Lead management summits and engage with senior Delivery stakeholders.

• Oversee the comprehensive people strategy and operations, including hiring, onboarding, talent development, engagement, wellness, and morale.

• Support and motivate team members to reach their professional goals.

• Manage day-to-day operations effectively.

⛳️ Requirements

• A minimum of 10+ years of progressive experience in operations.

• Proven ability to translate overarching goals and strategies into actionable and concrete tasks for teams.

• Proficient in communicating with stakeholders across engineering, product, process improvement, analytics, frontline teams, and executive leadership.

• Experience with progressive operational responsibilities, focusing on strategy and operational optimization.

• Familiarity with managing global teams at scale in dynamic environments.

• BA/BS degree; an MBA or equivalent Master’s degree is strongly preferred.

• Willingness to work on weekends and be on-call as needed.

• Exceptional leadership and team management abilities.

• Highly organized, resourceful, detail-oriented, and capable of multitasking.

• Data-driven mindset with the ability to perform root cause analysis at scale.

• Comprehensive understanding of customer service operations and workflows for agents/managers at scale.

• Outstanding communication skills.

• Skill in formalizing documents and presentations for cross-functional or senior leadership audiences.

• Ability to propel strategic initiatives through influential skills and stakeholder management.

• Strong work ethic, professionalism, confidentiality, and sound judgment.

• Comfort in handling conflict, feedback, and employee/Talent-related issues.

• Cultural competence and a commitment to diversity and inclusion.

🏝️ Benefits

• Bonus eligibility.

• Equity eligibility.

• Comprehensive benefits package.

• Employee Travel Credits.

• Reasonable accommodations throughout the recruitment process for applicants with disabilities.