Director, Global Services Operations – Excellence

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

📋 Description

• Build and head Prosci's new Global Services Operations & Excellence team.

• Define the team's charter, structure, and operational model.

• Transform delivery strategy into predictable, scalable, and profitable execution across North America, EMEA, and APAC.

• Collaborate with the VP, Global Service Delivery on strategy, client relationships, and growth.

• Plan global capacity and resources for instructors and consultants.

• Anticipate demand two or more quarters in advance.

• Schedule and staff public, virtual, onsite, and advisory engagements across different time zones.

• Oversee the delivery lifecycle from sales-to-delivery handoff through logistics, delivery, close-out, and billing handoff.

• Establish escalation paths and address delivery issues.

• Define and report on delivery KPIs, including utilization, on-time delivery, cancellation and reschedule rates, CSAT/NPS, cost per delivery, and delivery margin.

• Create and maintain operational dashboards for the VP and leadership team.

• Collaborate with Finance on forecasts, budgets, cost control, and revenue recognition.

• Define Prosci delivery excellence and develop a global delivery quality framework.

• Establish and lead quality programs for instructors and consultants.

• Manage the client experience from booking through post-session follow-up.

• Facilitate the client feedback loop and share insights with Product and Content teams.

• Ensure a consistent Prosci experience across regions and formats.

• Design the team structure and roles, create a hiring plan, and recruit and onboard the founding team.

• Integrate existing operations, scheduling, and quality activities into the team.

• Set planning cycles, governance forums, reporting cadence, and decision rights.

• Design, document, and enhance global delivery processes and SOPs.

• Own or co-own delivery systems and promote their adoption.

• Identify and implement opportunities for automation and AI.

• Lead, coach, and develop a distributed team.

• Represent Service Delivery in cross-functional forums and act on behalf of the VP when necessary.

• Drive change within the team and delivery network using the Prosci Methodology.

⛳️ Requirements

• Hands-on experience with PSA/ERP and BI tools, such as Certinia, Salesforce, Kantata, Power BI, or Tableau.

• Strong financial acumen: delivery margin, forecasting, budgets, and collaboration with Finance.

• Capacity planning, scheduling, and utilization management for a delivery workforce comprising employees and/or contractors.

• Expertise in process design and improvement.

• Experience in applying automation or AI to operational workflows (preferred, but not mandatory).

• 8+ years in service delivery, professional services, or training operations, including 3+ years of leading multi-region operations.

• Experience in building a new operations, service excellence, or similar function from scratch, including organizational design, hiring, and establishing operating rhythms.

• Proven track record of measurable improvements, such as increased utilization, reduced delivery costs, faster time-to-deliver, or enhanced client satisfaction.

• Experience in developing delivery quality or client experience programs, including standards, facilitator quality reviews, and feedback mechanisms.

• Experience in leading managers or coordinators across multiple time zones.

• Excellent communication skills, adept at navigating between VP-level strategy and daily problem-solving.

• Bachelor's degree or equivalent experience.

• Preferred background in training, education, consulting, or learning services.

• Preferred experience in scaling from mid-size to global operations.

• Preferred experience across North American, European, and Asia-Pacific markets.

• Preferred credentials in Lean, Six Sigma, ITIL, or PMP.

• Familiarity with change management is preferred.

• Prosci certification is a plus.

• Willingness to travel up to 20%.

🏝️ Benefits

• Competitive annual base salary.

• Eligibility for bonus programs.

• Paid time off.

• Holidays.

• Access to LinkedIn Learning.

• Primarily virtual work culture.

• Opportunities to collaborate with colleagues worldwide.

• Employee-led interest and resource groups.

• Local or market-wide in-person events.