Head of Delivery Operations
Skills
- Workforce management systems and staffing models
- Capacity planning and queue optimization
- Operational metrics design and reporting/BI
- Global operational framework design across time zones
- Crisis management and operational war-room leadership
- Vendor and consultant management
- Cross-functional and senior stakeholder collaboration
Responsibilities
- Design and maintain global work prioritization framework (P1/P2 front-door, escalations, backlog, chat)
- Create and maintain capacity models accounting for headcount, skills, experience, and regional coverage
- Partner with workforce management consultants to optimize staffing and scheduling
- Define and deploy SOPs, queue management, routing rules, and assignment logic across regions
- Build metrics, reporting infrastructure, and escalation triggers for daily/weekly/monthly decisions
- Enable and hold Regional Directors accountable with tools, data, and review systems (weekly metrics, MBRs, QBRs)
- Lead operational war room during crises and coordinate continuous improvement initiatives
- Manage vendor relationships for workforce management, tooling, and contractors
- Provide quarterly capacity and org-structure recommendations to VP
Education
- Bachelor's degree or equivalent experience in related field
- Advanced degree (MBA, MS) preferred but not required
- Ongoing professional development in operations or analytics is a plus
Benefits
- Medical, dental, and vision insurance
- Flexible Spending and Commuter Spending Accounts
- Fertility and family-forming benefits
- On-demand mental health support and Employee Assistance Program
- Short and long-term disability, life & accident insurance
- 401(k) retirement plan and employee stock participation
- Flexible paid time off and leave programs (parental, medical, bereavement)
- Global travel medical insurance
- Equity participation eligibility
Average salary estimate
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