Senior Manager, Global Delivery Excellence

📋 Description

• Build and nurture an engaged Delivery Excellence team of experts.
• Define end-to-end people strategy: hiring, onboarding, development.
• Lead operationalization of CS initiatives and frontline collaboration.
• Influence product design to enable scalable, effective operations.
• Define and run leadership forums; report progress to Delivery leadership.
• Drive cross-functional alignment and delivery of strategic initiatives.
• Occasional travel to support business needs (approx 15-20%).

🎯 Requirements

• 12+ years in contact center or customer service operations.
• BA/BS degree or equivalent practical experience.
• Strong people leadership and talent development capabilities.
• Experience translating strategy into concrete team actions.
• Global teams experience in fast-paced, ambiguous environments.
• Excellent partnering, influencing, and presentation skills.

🎁 Benefits

• Remote-eligible role based in Canada.
• Competitive pay with bonus and benefits.
• Lead a global, cross-functional delivery team.
• Opportunity to influence CS strategy and product design.