Director, Global Services Operations – Excellence

🔥 13 hours ago

🇺🇸 United States – Remote

💵 $131.6k - $164.5k / year

⏰ Full Time

🔴 Lead

⚙️ Operations

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Prosci

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1994

🏢 Enterprise

📚 Education

💼 Consulting

💰 Private Equity Round on 2016-12

Enterprise • Education • Consulting

Prosci is a global leader in change management solutions, helping organizations and individuals achieve successful transformations. With over 25 years of research and a proven methodology, they empower leaders and teams to overcome change challenges and drive results. Prosci offers personalized solutions, including training, certification, advisory services, and a comprehensive suite of tools and resources to manage change effectively. Their services cater to a wide range of industries, aiming to integrate change management strategies effectively across different sectors. With a commitment to ongoing research and insights, Prosci continues to be a trusted partner for change readiness and implementation, serving clients in over 80 countries.

📋 Description

• Build and lead Prosci's new Global Services Operations & Excellence team • Shape the team's charter, structure and operating model • Turn delivery strategy into predictable, scalable and profitable execution across North America, EMEA and APAC • Partner with the VP, Global Service Delivery on strategy, client relationships and growth • Plan global capacity and resources for instructors and consultants • Forecast demand two or more quarters ahead • Schedule and staff public, virtual, onsite and advisory engagements across time zones • Manage the delivery lifecycle from sales-to-delivery handoff through logistics, delivery, close-out and billing handoff • Set escalation paths and resolve delivery issues, including cancellations, instructor gaps and client escalations • Define and report delivery KPIs, including utilization, on-time delivery, cancellation and reschedule rates, CSAT/NPS, cost per delivery and delivery margin • Build and maintain operational dashboards for the VP and leadership team • Partner with Finance on delivery forecasts, budgets, cost control and revenue recognition • Define Prosci delivery excellence and build a global delivery quality framework • Establish and lead the instructor and consultant quality program, including onboarding, certification, performance reviews, coaching and exit decisions • Own the client experience from booking through post-session follow-up • Run the client feedback loop and share insights with Product and Content • Track excellence metrics such as first-time-right delivery, repeat bookings and quality scores • Ensure a consistent Prosci experience across regions and formats • Design the team structure and roles, build the hiring plan, and recruit and onboard the founding team • Bring existing operations, scheduling and quality activities into the team • Establish planning cycles, governance forums, reporting cadence and decision rights • Design, document and improve global delivery processes and SOPs • Own or co-own delivery systems including PSA/ERP, scheduling, LMS and BI • Implement automation and AI opportunities to scale delivery • Lead, coach and develop a distributed team • Represent Service Delivery in cross-functional forums and stand in for the VP when needed • Lead change within the team and delivery network using the Prosci Methodology

🎯 Requirements

• 8+ years in service delivery, professional services or training operations, including 3+ years leading multi-region operations • Experience building a new operations, service excellence or similar function from the ground up, including org design, hiring and setting up operating rhythms • Track record of measurable improvement, such as higher utilization, lower delivery cost, faster time-to-deliver or better client satisfaction • Experience building delivery quality or client experience programs, including standards, facilitator quality reviews and feedback loops • Experience leading managers or coordinators across time zones • Clear communication, moving comfortably between VP-level strategy and day-to-day problem solving • Bachelor's degree or equivalent experience • Hands-on experience with PSA/ERP and BI tools, such as Certinia, Salesforce, Kantata, Power BI or Tableau • Strong financial acumen: delivery margin, forecasting, budgets and working with Finance • Capacity planning, scheduling and utilization management for a delivery workforce of employees and/or contractors • Process design and improvement • Experience applying automation or AI to operational workflows (preferred, but not required) • Preferred: background in training, education, consulting or learning services • Preferred: experience scaling from mid-size to global • Preferred: experience across North American, European and Asia-Pacific markets • Preferred: Lean, Six Sigma, ITIL or PMP credentials • Preferred: familiarity with change management • Prosci certification is a plus • Ability to uphold Prosci's data security, confidentiality and intellectual property governance in every use of AI • Ability to travel 20%

🏖️ Benefits

• Bonus program eligibility • Comprehensive wellness benefits • Generous flexible paid time off • Holidays and volunteer time • Medical insurance • Dental insurance • Vision insurance • Long-term disability program • Short-term disability program • Life insurance • Pet insurance • 401(k) with company matching • LinkedIn Learning access • Mostly virtual culture • Opportunities to collaborate with colleagues from around the world • Employee-led interest and resource groups • In-person local or market-wide team events

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