Delivery Succes Manager

Delivery Succes Manager (Contact Center) Schedule: Monday to Friday, 7:00 AM – 4:00 PM About Impact Advisors Mexico At Impact Advisors Mexico, we turn passion for healthcare into lasting careers. As part of the Impact Advisors network in the U.S., we partner with leading hospitals and healthcare organizations to enhance clinical, financial, and operational outcomes. Our culture is people-first, inclusive, and growth-driven. We believe in empowering our associates through learning, collaboration, and purpose — creating a space where every idea and every individual matters. Together, we deliver solutions that make a Positive Impact in the world of healthcare. Your Path to a High-Impact Healthcare Data & Quality Career If you bring strong experience in workforce planning, coaching, and delivery operations, this offers an incredible opportunity to shape the success of consulting teams across multiple service lines. As a Delivery Success Manager, you ensure team-readiness, drive competency development, and influence talent grows and performs across the organization. What You’ll Do Workforce Readiness & Delivery Enablement Ensure delivery team members have the skills, tools, and training needed for success Partner with Service Managers to understand role expectations and competency requirements Identify emerging skill gaps and drive targeted development plans Support onboarding, ramp-up, and transitions for new hires and internal transfers Lead delivery-readiness assessments prior to deployment Provide guidance and clarification following training sessions Support agents requiring additional assistance while maintaining consistent standards Share weekly team updates ahead of clinic meetings Deliver daily call reports summarizing performance and operational impacts Oversee performance processes including goal setting, checkpoints, and reviews Provide proactive coaching, feedback, and career guidance Deliver feedback privately, constructively, and respectfully Identify high performers and emerging leaders Address performance concerns early using structured development plans Position retraining as support and growth, not punishment Ensure consistent application of competencies and career pathways Align staffing with skills, demand, and development goals Maintain a 60–120-day outlook on workforce needs Ensure consistent adherence to protocols and procedures Balance retraining needs with queue coverage Monitor utilization, productivity, and deployment health Adjust schedules as needed to maintain service levels Balance client needs, employee development, and financial objectives Partner with Recruiting and Service Managers on role requirements and expectations Clearly define clinic needs and ideal candidate profiles Participate in sourcing, interviewing, and hiring decisions Maintain visibility into candidate pipelines Support competency models, skills matrices, and certification paths Partner with Learning & Development on training initiatives Maintain strong understanding of all training material delivered to teams Operational Excellence & Continuous Improvement Standardize performance processes and reporting Support workforce planning and capability initiatives Identify and act on improvement opportunities Promote transparency by escalating issues proactively Facilitate feedback loops across delivery teams and leadership Provide weekly verbal update reviews to the clinic Employee Engagement & Culture Build strong relationships through regular check-ins Understand individual goals, interests, and career plans Promote an inclusive, collaborative, and high-performance culture Recognize and appreciate team contributions Advocate for team member needs Maintain open, honest communication Collaboration & Cross-Functional Partnership Align workforce planning with delivery performance and client satisfaction Partner with IAMX leadership on readiness, performance, and training Provide daily summaries during training or retraining periods Collaborate on long-term capability development Who You Are Education & Experience Bachelor’s degree in business, IT, healthcare, analytics, HR, or related field (or equivalent experience) 5+ years of experience in consulting, talent management, workforce planning, or service delivery Experience supporting cross-functional, distributed teams Strong coaching, facilitation, and leadership skills Understanding of delivery models and performance management frameworks Skills & Characteristics Strong coaching and mentorship capabilities Excellent communication and interpersonal skills Organized, detail-oriented, and able to manage multiple priorities Strategic thinker with a workforce-planning mindset Relationship-focused leader with high emotional intelligence Analytical and data-informed decision maker Calm, consistent leadership style Commitment to continuous improvement and talent development Comfortable operating in fast-paced, evolving environments What You’ll Get Law Benefits: 15 days of year-end bonus (Aguinaldo) 12 days of paid vacation + vacation premium Paid public holidays Social security (IMSS) Above-the-Law Benefits: MXN $4,000 grocery vouchers monthly Major and minor medical insurance through Sofía Salud 5 vacation days before completing your first year Paid training and continuous mentorship Seniority level Mid-Senior level Employment type Full-time Job function Management and Manufacturing Industries IT Services and IT Consulting #J-18808-Ljbffr