Fulfillment Front Line Manager

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