Director, Global Services Operations – Excellence

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

📋 Description

• Build and lead the new Global Services Operations & Excellence team at Prosci.

• 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 of Global Service Delivery on strategy, client relationships, and growth initiatives.

• Plan global capacity and resources for instructors and consultants.

• Anticipate demand two or more quarters in advance.

• Organize and staff public, virtual, onsite, and advisory engagements across multiple time zones.

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

• Establish escalation protocols and resolve delivery issues, including cancellations, instructor gaps, and client escalations.

• Define and report on delivery KPIs, such as 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 the Finance team on delivery forecasts, budgets, cost control, and revenue recognition.

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

• Establish and manage the instructor and consultant quality program, encompassing onboarding, certification, performance reviews, coaching, and exit decisions.

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

• Manage the client feedback loop and provide insights to the Product and Content teams.

• Monitor excellence metrics such as first-time-right delivery, repeat bookings, and quality scores.

• Ensure a consistent Prosci experience across different regions and formats.

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

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

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

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

• Own or co-own delivery systems including PSA/ERP, scheduling, LMS, and BI.

• Implement automation and AI opportunities to enhance delivery scalability.

• 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

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

• Proven experience in building a new operations, service excellence, or similar function from the ground up, including organizational design, hiring, and establishing operating rhythms.

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

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

• Experience in managing teams or coordinators across different time zones.

• Excellent communication skills, transitioning smoothly between VP-level strategy and day-to-day problem-solving.

• Bachelor's degree or equivalent experience.

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

• Strong financial acumen in delivery margin, forecasting, budgets, and working with Finance.

• Expertise in capacity planning, scheduling, and utilization management for a delivery workforce of employees and/or contractors.

• Proficiency in process design and improvement.

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

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

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

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

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

• Preferred: familiarity with change management.

• Prosci certification is an advantage.

• Ability to uphold Prosci's data security, confidentiality, and intellectual property governance in all uses of AI.

• Willingness to travel up to 20% of the time.

🏝️ Benefits

• Eligibility for a bonus program.

• Comprehensive wellness benefits.

• Generous flexible paid time off.

• Holidays and volunteer time.

• Medical insurance.

• Dental insurance.

• Vision insurance.

• Long-term disability program.

• Short-term disability program.

• Life insurance.

• Pet insurance.

• 401(k) plan with company matching.

• Access to LinkedIn Learning.

• Predominantly virtual work culture.

• Opportunities for collaboration with colleagues from around the globe.

• Employee-led interest and resource groups.

• In-person local or market-wide team events.