Manager of Client Delivery & Process Improvement
New
F
Fusion Growth PartnersMarketing and Operations
Remote — any state except California or New YorkFull-TimeManager
Salary$100,000 – $120,000 base + performance bonus
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Job Details
- Experience
- 3–6 years
- Required Skills
- Project ManagementData AnalysisChange ManagementProcess improvement
Requirements
- 3–6 years of experience in delivery operations, agency or BPO operations, process improvement, or operations consulting.
- Background must be in services, not manufacturing.
- Hands-on experience coordinating both offshore and onshore teams is a non-negotiable requirement.
- Strong project management foundation with the ability to work as a peer to execution leads.
- Demonstrated ability to redesign workflows and gain adoption through influence and data rather than direct authority.
- High technical fluency in building, instrumenting, and reading data within workflow systems.
- Strong understanding of team dynamics and the human element of change management.
- Ability to provide a specific, detailed story of a previous process redesign including the problem, the change, and the result.
Responsibilities
- Map and document every core delivery workflow from ticket intake through department hand-off to final output.
- Instrument workflows with metrics such as turnaround time, hand-off failure points, rework rate, and client experience.
- Partner with execution leads and project managers to redesign broken or slow processes and drive adoption through influence.
- Optimize the coordination of offshore and onshore staff across every workflow.
- Design the delivery experience for new and existing services to exceed client expectations.
- Identify cost reduction opportunities without degrading quality and determine where investment drives client value.
- Build systems and reporting to provide leadership with visibility into delivery health.
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