Director, Global Services Operations & Excellence
New
P
ProsciTraining and advisory services
United States, across time zonesFull-TimeDirector
Salary$131,600 - $164,500 USD is the projected range of annual base salary for this role depending on the candidate’s overall qualifications and experience. This role is eligible for inclusion in our bonus program.
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Job Details
- Experience
- 8+ years in service delivery, professional services or training operations, including 3+ years leading multi-region operations.
- Required Skills
- Microsoft Power BISalesforceTableau
Requirements
- Bring 8+ years of experience in service delivery, professional services or training operations.
- Have 3+ years leading multi-region operations.
- Have experience building an operations, service-excellence or similar function from the ground up, including organization design, hiring and operating rhythms.
- Demonstrate measurable improvement in areas such as utilization, delivery cost, time-to-deliver or client satisfaction.
- Have experience building delivery quality or client experience programs, including standards, facilitator quality reviews and feedback loops.
- Have experience leading managers or coordinators across time zones.
- Have hands-on experience with PSA/ERP and BI tools such as Certinia, Salesforce, Kantata, Power BI or Tableau.
- Bring financial acumen in delivery margin, forecasting and budgets, and experience working with Finance.
- Have experience with capacity planning, scheduling and utilization management for employees and/or contractors.
- Hold a bachelor’s degree or have equivalent experience.
- Be willing to travel 20%.
Responsibilities
- Plan global capacity and resources for instructors and consultants, and forecast demand two or more quarters ahead.
- Schedule and staff public, virtual, onsite and advisory engagements across time zones.
- Manage the delivery lifecycle from sales-to-delivery handoff through logistics, delivery, close-out and billing handoff.
- Define and report delivery KPIs, build operational dashboards, and partner with Finance on forecasts, budgets, cost control and revenue recognition.
- Define a global delivery quality framework and lead instructor and consultant onboarding, certification, performance reviews and coaching.
- Own the client experience from booking through post-session follow-up, and use feedback to identify and address improvements.
- Define the team’s charter, structure and operating model; develop the hiring plan and recruit and onboard the founding team.
- Design, document and improve global delivery processes and SOPs, and own or co-own delivery systems including PSA/ERP, scheduling, LMS and BI.
- Identify and implement automation and AI opportunities in delivery operations.
- Lead, coach and develop a distributed team and represent Service Delivery in cross-functional forums.
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