About the Role
This role is responsible for managing the operational backbone of customer experience services, driving process improvements, performance tracking, and cross-functional coordination to support service delivery at scale.
Responsibilities
- Lead the design and implementation of operational frameworks for service delivery teams
- Develop key performance metrics to monitor team productivity and service quality
- Collaborate with department heads to align operational plans with business objectives
- Identify inefficiencies in current workflows and lead optimization initiatives
- Oversee budget planning and financial reporting for service operations
- Manage resource allocation to ensure optimal team staffing and utilization
- Establish standardized reporting practices across customer-facing teams
- Drive adoption of tools and systems that enhance operational visibility
- Coordinate with product and engineering teams to improve client outcomes
- Lead change management efforts during process or structural transitions
- Ensure compliance with internal policies and external regulatory requirements
- Support executive leadership with data-driven insights for decision-making
- Evaluate vendor partnerships and third-party service providers
- Facilitate quarterly business reviews with stakeholders
- Promote a culture of accountability and continuous improvement
- Monitor service delivery risks and implement mitigation strategies
- Guide operational planning for new client onboarding and scaling
- Streamline communication between delivery, support, and management teams
- Assess technology investments impacting service operations
- Lead post-implementation reviews to capture lessons learned
- Develop training materials for operational standards and tools
- Manage escalation protocols for high-priority client issues
- Ensure data accuracy in operational dashboards and forecasts
- Support organizational readiness for growth initiatives
- Maintain documentation of processes, policies, and workflows
Compensation
Competitive salary and benefits package offered
Work Arrangement
Hybrid work model with flexibility based on location and role needs
Team
Part of the customer experience services leadership team focused on operational excellence
About the Team
This position operates within the Customer Experience Services division, which is responsible for delivering high-quality support and implementation services to clients across multiple sectors. The team emphasizes operational rigor, client satisfaction, and continuous innovation in service delivery models.
What You’ll Achieve
In this role, you will directly influence the scalability and effectiveness of service operations. Success is measured by improved delivery efficiency, stronger client outcomes, and streamlined cross-functional processes. You will lead initiatives that shape how services are planned, executed, and optimized.
Not available for this position
