Manager, Delivery

About the role

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Manager, Delivery based in the United States. This role leads a critical client-facing Delivery function responsible for onboarding, reporting, billing operations, and ongoing measurement delivery. You will manage and develop a team of Delivery Analysts, Managers, and Leads while ensuring consistent, scalable, and high-quality client outcomes. The position combines people leadership with hands-on ownership of complex delivery challenges, including reporting accuracy, client escalations, and revenue risks. You will work across a matrixed organization, partnering with Sales, Account Management, Product, Engineering, Marketing, and Professional Services leadership. A key focus will be improving operational processes, developing scalable playbooks, and identifying recurring issues that can be addressed through better systems and workflows. You will also act as a trusted escalation point, helping translate technical concepts into clear solutions for clients and internal stakeholders. This is a high-impact opportunity for an experienced delivery leader who enjoys developing talent, solving complex problems, and improving the client experience at scale.

Responsibilities

• Manage and monitor ongoing client delivery, reporting, and billing operations across a portfolio of accounts.
• Recruit, onboard, coach, motivate, and develop Delivery Analysts, Delivery Managers, and Delivery Leads.
• Establish clear performance expectations and support team members in maximizing their individual contribution and professional growth.
• Monitor key performance indicators such as time to value, reporting accuracy, and client satisfaction.
• Develop strategies and initiatives to consistently meet or exceed client and team performance goals.
• Oversee internal initiatives designed to improve the overall client experience.
• Analyze recurring reporting, billing, onboarding, and delivery issues to identify opportunities for process improvement.
• Lead cross-functional teams and influence stakeholders across a matrixed organization.
• Own Delivery playbooks, templates, process documentation, and operational standards.
• Ensure process updates and best practices are communicated consistently across Professional Services and relevant internal teams.
• Partner with leadership to define clear handoff points, escalation paths, and shared workflows between technical and client-facing teams.
• Provide client and market feedback to Product, Engineering, and Marketing teams to inform improvements to technology, reporting capabilities, and processes.
• Resolve complex and non-routine client issues, including reporting discrepancies, billing concerns, and revenue-risk escalations.
• Serve as a senior escalation point for client delivery issues and internal teams requiring Delivery support.
• Support the onboarding and training of new Delivery team members.
• Identify opportunities to improve the scalability, consistency, and quality of the overall Delivery function.
• Partner with leadership to strengthen operational processes and ensure a seamless client experience throughout the account lifecycle.

Requirements

• Bachelor’s degree in Business, Communications