Senior Manager, Global Delivery Excellence

📋 Description

• Build and nurture a diverse Delivery Excellence team (ICs & People Managers)
• Own end-to-end people strategy: hiring, onboarding, development, engagement
• Lead CS initiatives and operationalize frontline voice into delivery
• Define and run the Global Delivery Operating System at leadership level
• Lead programs to optimize teams and scale ways of working
• Support day-to-day operations and drive internal process improvements

🎯 Requirements

• 12+ years in contact center or customer service ops with strategy and data-driven programs
• BA/BS degree or equivalent practical experience
• Strong people leadership and talent development with pipeline building
• Translate big goals into concrete actions for teams
• Experience in global, fast-paced environments with ambiguity
• Cross-functional collaboration across product, engineering, workforce, training, and delivery ops

🎁 Benefits

• Our commitment to inclusion and belonging; diverse ideas foster innovation
• Disability-inclusive application and interview process; accommodations available