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Role Overview We are looking for an Engagement Delivery Manager to take full ownership of service delivery across assigned client accounts. You will ensure that operations run smoothly, talent performance meets expectations, and clients feel supported, informed, and confident in OpsArmy as their long-term partner. This role combines operational leadership, performance oversight, and client partnership. You will analyze delivery gaps, streamline workflows, resolve escalations, and drive continuous improvements that enhance the client-talent engagement lifecycle. What You'll Do Operational Ownership Oversee day-to-day service delivery for assigned client accounts. Monitor talent productivity, quality, and adherence to standards. Track KPIs, SLAs, and delivery outcomes, ensuring consistency. Identify delivery bottlenecks and implement corrective actions. Client Partnership & Growth Conduct structured account reviews, performance summaries, and expectation alignments. Maintain client satisfaction through clear, timely, and transparent communication. Anticipate client needs and propose additional support or service enhancements. Build strong relationships with client decision-makers to foster long-term growth. Talent Oversight & Accountability Support onboarding of talent and ensure they fully understand workflows. Address performance issues directly with clarity, professionalism, and fairness. Provide coaching and support to help talent meet and exceed expectations. Make data-backed decisions to ensure delivery quality stays high. Process Improvement & Documentation Create and refine SOPs for client-specific workflows. Improve internal coordination between Talent, Operations, and Finance. Analyze trends and recurring issues to develop more scalable solutions. Who You Are A structured thinker with strong operational instincts. Excellent communicator who can work with both executives and frontline talent. Confident resolving issues and managing difficult conversations. Comfortable owning delivery metrics, client health, and team performance. Proactive and resourceful someone who thrives in fast-moving environments. Requirements 3-5 years in operations, client delivery, project management, customer success, or BPO management. Experience overseeing remote teams or client-facing delivery environments. Strong understanding of process development, performance management, and KPI tracking. Excellent written and verbal communication skills. #J-18808-Ljbffr
