
Global Delivery Operations Manager
4 days ago
About usWe are a high-growth organization built on a belief in strong personal relationships with our clients. We provide reliable, accurate and professional services that drive our success.
We offer an array of services including local and national court reporting, medical record retrieval, process service, registered agent services and legal talent outsourcing. Our reach is truly global as well as international.
Key Responsibilities:Team Leadership: Manage and mentor teams across multiple scopes of work.Oversee hiring, training completion, performance evaluations, and career development of staff.Ensure support coverage and efficient shift scheduling to allow for seamless hand-offs between locations.Operational Excellence: Drive consistent service delivery aligned with targets both internally and externally.Ensure adherence to best practices, issue escalation resolution timelines and meeting internal KPIsStakeholder Coordination: Act as the primary escalation point of contact for stakeholders.Facilitate effective communication between leadership and their teams.Lead regular service reviews, provide performance reporting and drive governance of all operational requirements.Process Improvement: Identify opportunities for automation, knowledge base enhancements, and process optimization.Implement tools and practices to improve service delivery Conduct root cause analysis for recurring issues and drive preventive measures.Required Qualifications:Bachelor's degree in operations, Process Excellence, Engineering, or related field.8+ years of service delivery experience with at least 3 years in a managerial role.Experience working with global teams and managing delivery.Strong understanding Off-shore/on-shore frameworks (preferably an IAOP certification).Excellent communication, leadership, and problem-solving skills.Proficiency with tools Project Management Tools (MS Project or similar).
This is a flexible role requiring the ability to attend meetings across time zones.
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