CS Delivery Excellence Manager

The Community You Will Join: 

The Difference You Will Make:

The CS Delivery Excellence Manager will bring operational expertise to Customer Support initiatives and serve as the voice of our frontline teams, while helping to shape and manage the Global Delivery Operating System by coordinating key strategic initiatives. In collaboration with Delivery Leadership, the CS Delivery Excellence Manager will design and execute the evolution of our internal and partner management teams through standardization, upskilling, and cross-skilling.

A Typical Day: 

• Influence upstream service and product design to enable effective operationalization and efficient, successful operations.
• Ensure the frontline teams’ voice is included at every stage of developing new services, workflows, and tools, demonstrating thorough knowledge of people, product, and process impacts on operational performance.
• Support operations leaders globally in driving and managing performance, working closely with key CS stakeholders (CSA, analytics, data BI, Product) to establish an effective and scalable environment through appropriate tools, metrics, and reporting.
• Coordinate and lead key meetings to drive the implementation and success of the global delivery operating system.
• Foster a strong and efficient performance management culture within the delivery team and partner sites, from leadership to ambassadors.
• Lead performance management and operations improvement initiatives across the delivery organization.
• Demonstrate strong leadership on important issues such as Diversity & Belonging, Allyship, Ethics, Compliance, and maintaining high standards of service to the company.
• Leverage root cause analysis and a deep understanding of metrics and behaviors to effectively prioritize initiatives and achieve overall KPIs.
• Create performance management playbooks, training programs, and onboarding plans.
• Help establish career frameworks for teams in close collaboration with Talent.
• Lead management summits and engage with senior stakeholders across Delivery to drive engagement and establish a high-performance culture.

Your Expertise:

• 10+ years of progressive experience in contact center or customer service operations, including increasing responsibilities in strategy, operations optimization, and involvement in data- and technology-driven programs.
• BA/BS degree required; MBA or equivalent Master’s degree strongly preferred.
• Proven experience translating big-picture goals and strategy into actionable plans and driving strategic initiatives through influence and stakeholder management.
• Exceptional communication and collaboration skills, with the ability to adapt style for diverse audiences