Delivery Excellence Manager
Core
Drive optimization initiatives and operationalize strategic customer service programs within the global delivery function.
Role type
Senior people manager (Delivery Excellence)
Builds
Global Delivery Operating System, competency frameworks, performance management playbooks, and scalable operational environments.
Domain
Customer Support Operations / People Management
Required skills
Operations management, Performance management, Project management, Strategic planning, Data analysis, Root cause analysis, Stakeholder management, Team leadership, Change management, Diversity & Inclusion
Preferred skills
MBA or equivalent Masters, Experience in global teams at scale, Data & tech driven program experience
Technologies
None stated
Responsibilities
Design and launch competency frameworks, operationalize new service lines and product features, lead performance management initiatives, coordinate global delivery operating system implementation, manage end-to-end people strategy (hiring, onboarding, development), influence upstream service design, foster high-performance culture.
Seniority
Senior, hands-on IC (People Manager)
