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Fulfillment Front Line Manager
hace 3 semanas
We are seeking a proactive Manager, Professional Services Consultant Operations to lead our team of Professionals through a critical business transformation. This role is a dynamic leadership role responsible for ensuring the successful, on-time, and on-budget delivery of complex customer projects. This role serves as a key escalation point for internal and external stakeholders, driving process excellence across the project lifecycle while directly managing strategic client relationships and project governance
What you will do
- Lead a team of up to 15 Professional Services Consultants (PSC) responsible for the design, configuration, testing, and delivery of customer solutions.
- Collaborate directly with Sales and the customer to ensure flawless customer delivery, while championing a new focus on process optimization to drive quality and efficiency.
- Develop an operating model for efficient handoff of tasks between US, Costa Rica, and India-based resources.
- Coordinate and lead training efforts on configurable platforms while defining new features and functionality required based on incremental revenue opportunities.
- Provide coaching, training, and support to a team of direct reports in order to maintain KPI performance and competency/skill development.
- Actively manage the team's queue of work to ensure task progression and delivery against stated timelines.
- Define, implement, and enforce standardized Project Management methodologies and best practices across the PSC team
- Publish WIP reporting and prioritize work based on business goals, act as a primary point of escalation for internal or externally identified issues, and drive incidents to full remediation.
- Ensure the team is adhering to all regulatory, compliance, security, legal, and company policies.
What experience you need
- Bachelor's degree in Business, Information Technology, Operations Management, or a related field is essential.
- 5+ years of experience in service delivery, client success, or operations roles—preferably within data, technology, SaaS, or financial services sectors.
- 3+ years of people management experience
- Proven track record of partnering with sales to manage complex, high-value client relationships and delivering exceptional service outcomes.
- Experience leading cross-functional teams in a matrixed environment, with a focus on collaboration and alignment.
- Strong background in incident and escalation management, including leading through high-pressure situations with professionalism and transparency.
- Demonstrated success in driving continuous improvement, change management, and service innovation.
- Familiarity with data privacy, compliance, and risk management in regulated environments.
- Proficiency in service performance metrics (e.g., SLAs, KPIs, NPS, CSAT) and using data to drive decisions.
- Awareness of emerging technologies (e.g., automation, AI, cloud platforms) and their impact on service delivery.
- Exceptional stakeholder management and communication skills.
- English proficiency B2+
- Flexibility to work overtime and be on-call as required by the business, particularly during critical periods such as project deadlines, month-end, and quarterly closings.
Additional Requirements for Internal Candidates:
- Must have a minimum of one year of tenure in their current position.
- No active disciplinary actions within the last three months prior to and during the recruitment process.
- Must not be on a Performance Improvement Plan (PIP).
What could set you apart
- Previous management/supervisory experience leading teams responsible for delivery of customer solutions in the financial services, telecommunications, auto or insurance industries
- Previous experience managing a local team with direct reporting into another geography
- Proven track record of building out new operational processes and controls in an information services industry
