Senior Manager - Delivery
Role Overview
Lead large-scale operations and customer service functions, with accountability for client delivery, customer experience, operational performance, financial outcomes, and people leadership.
Oversee multiple teams and build a high-performing organization that delivers against service, quality, productivity, and customer satisfaction commitments.
Key Skills for This Role
Full Job Posting
Role summary
Lead large-scale operations and customer service functions, with accountability for client delivery, customer experience, operational performance, financial outcomes, and people leadership.
Oversee multiple teams and build a high-performing organization that delivers against service, quality, productivity, and customer satisfaction commitments.
Experience
- 15–20 years of experience in operations, customer service, BPO, shared services, insurance, healthcare, financial services, or related industries.
- At least 15 years of leadership experience managing managers and large teams.
- Proven experience leading multifunctional operations and customer service environments and success in stakeholder management, operational excellence, and customer experience transformation.
Operational leadership
- Lead end-to-end operations and customer service functions and achieve service-level, productivity, quality, compliance, and customer satisfaction metrics.
- Drive efficiency, accuracy, cost optimization, and scalability; identify risks and implement mitigation strategies.
- Establish governance frameworks and performance management routines.
Customer experience
- Champion a customer-first culture and improve customer satisfaction, first-contact resolution, service quality, and overall customer experience.
- Manage escalations and complex customer issues to timely resolution.
- Partner with clients and business stakeholders to identify service enhancements.
Financial and business management
- Own operational budgets, workforce planning, and resource utilization.
- Drive productivity while maintaining service quality; monitor performance through KPIs, dashboards, and operational reviews.
- Support strategic planning, forecasting, and capacity management.
People leadership and stakeholders
- Lead, coach, and develop managers and team leaders; build a leadership pipeline through succession planning and talent development.
- Drive employee engagement, retention, recognition, and career development, with effective performance management and accountability.
- Serve as a trusted partner to stakeholders, lead operational reviews and client escalations, and collaborate with Quality, Training, Workforce Management, Analytics, Technology, and HR.
Role-specific skills
- Strong background in claim operations, customer service, and leading business initiatives.
- Manage project plans, reviews, reporting, and governance; lead effectively amid changing priorities.
- Bring coaching, feedback, and influencing capabilities.
Hiring process
- Virtual interviews are conducted by video; occasional travel to a physical office may be required.
- An offer is contingent on completing a background check consistent with company policies.
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