Senior Manager, Global Delivery Excellence

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

📋 Description

• Develop and cultivate a diverse and engaged team of Delivery Excellence professionals, including high-performing individual contributors and people managers: Oversee the comprehensive people strategy and operations, encompassing hiring, onboarding, talent development, and team engagement, wellness, and morale.

• Facilitate both team and individual professional achievements by supporting and challenging your team to exceed expectations.

• Provide operational expertise to Customer Support initiatives and represent the voice of frontline teams: Influence service and product design upstream to ensure effective operationalization and efficient, successful operations.

• Establish relationships and connections within the broader Customer Support network to ensure the delivery voice is included early in discussions.

• Act as a facilitator and enabler, aiming to ensure the smooth and successful implementation of critical Customer Support programs.

• Monitor all initiatives within your teams and across Delivery as a whole, reporting back to Delivery leadership in an efficient and streamlined way.

• Ensure effective collaboration and successful launch of strategic initiatives by closely working with operations teams managing partners and internal teams throughout the network.

• Define and manage the Global Delivery Operating System at a leadership level.

• Lead or supervise key programs and initiatives for Global Delivery.

• Support daily operational activities.

⛳️ Requirements

• A minimum of 12 years of progressive experience in contact center or customer service operations, demonstrating a history of driving strategy, optimizing operations, and leading data- and technology-driven programs.

• BA/BS degree or equivalent practical experience.

• Strong leadership and team management abilities, including the capability to give and receive feedback, manage complex employee and talent issues, and a proven record of developing team members and building a robust talent pipeline.

• Experience in translating overarching goals and strategies into actionable and concrete steps for your teams.

• Proven experience working in global teams at scale in fast-paced environments where ambiguity and change are standard.

• Exceptional interpersonal and teamwork skills – ability to collaborate and consult effectively across cross-functional partner organizations (from product and engineering to workforce, training, and delivery operations).

• Outstanding business partnering, influencing, and presentation skills (both written and verbal).

• Experience in designing team structures and organizational setups, with the capacity to design, implement, and iterate.

• Strong analytical capabilities and a thorough understanding of data across the entire agent and customer journey.

• Ability to identify key priorities, allocate resources effectively, and report back on impact.

• Willingness to travel approximately 15-20% of the time; flexibility to meet business needs outside standard hours as necessary.

🏝️ Benefits

• This position may also be eligible for bonuses, equity, benefits, and Employee Travel Credits.