Senior Manager, Global Delivery

Job Summary

To support the global Delivery function, the full-time Senior Manager, Global Delivery Excellence will develop sustainable operating models, guide the evolution of Delivery, and own strategic initiatives while working remotely from the US or Canada.

Key responsibilities

• Manage end-to-end people strategy, including hiring, onboarding, and talent development
• Influence service and product design to enhance operational effectiveness and support critical Customer Support programs
• Define and oversee the Global Delivery Operating System, coordinating reporting and collaboration across teams

Required qualifications

• 12+ years of experience in contact center or customer service operations with a focus on strategy and operational optimization
• BA/BS degree or equivalent practical experience
• Strong leadership skills with experience in team management and talent development
• Proven ability to translate strategic goals into actionable plans
• Experience working in global teams within fast-paced environments