Manager, Client Delivery – Process Improvement

This is a fully remote position, open to applicants in California, +2 more states.

📋 Description

• Create comprehensive maps and documentation for all primary delivery workflows — starting from ticket intake and encompassing every departmental hand-off to the final client output.

• Implement relevant metrics for these workflows, including turnaround time, hand-off failure points, rework rates, and client experience moments.

• Collaborate with execution leads and project managers to revamp inefficient or sluggish processes and promote their adoption without direct authority.

• Enhance the collaboration between offshore and onshore staff across each workflow.

• Craft the delivery experience for both new and existing services with a clear objective: to impress the client, not merely fulfill specifications.

• Identify opportunities to reduce costs without compromising quality, while also pinpointing where additional investment can significantly enhance client satisfaction.

• Develop systems and reporting mechanisms that provide leadership with clear insights into delivery health at any given time.

⛳️ Requirements

• 3–6 years of experience in delivery operations, agency or BPO operations, process enhancement, or operations consulting within a services company.

• Hands-on experience in coordinating both offshore and onshore teams.

• Strong foundation in project management; able to function as a true peer alongside seasoned PMs.

• Proven ability to redesign workflows and achieve buy-in through influence rather than authority.

• Keen understanding of team dynamics and the human factors involved in process change.

• High level of technical fluency; capable of building and instrumenting processes in real systems, analyzing data, and identifying bottlenecks.

• Lean Six Sigma Green Belt is a beneficial credential, though not mandatory.

• Ambitious, career-focused, and genuinely driven to advance into a senior operations leadership position.

🏝️ Benefits

• Health

• Dental

• Vision

• PTO

• 401K