Manager, Delivery Service Operations (Hybrid)

About the role

The Manager, Delivery Service Operations will lead and support a team delivering research and resume services, fostering a culture of continuous improvement and innovation.

Responsibilities

• Directly supervises team members within the Research and Résumé Delivery functions.
• Provides coaching, guidance, performance feedback, and professional development support.
• Counsels and mentors team members to enhance their skills and performance.
• Conducts regular one-on-one meetings and performance discussions.
• Establishes clear expectations and supports accountability for team and individual results.
• Promotes employee engagement, recognition, and retention initiatives.
• Oversees daily workflow, work assignments, and task prioritization.
• Maintains high levels of team productivity, throughput, and service-level performance.
• Balances workload across team members to ensure timely completion of deliverables.
• Identifies and escalates operational issues and resource constraints as appropriate.
• Ensures consistent execution of established processes and procedures.
• Reinforces quality standards and best practices across service delivery teams.
• Reviews performance metrics and identifies opportunities for improvement.
• Partners with Quality and Operations leaders to address service or quality concerns.
• Sustains process improvements that increase efficiency, effectiveness, and consistency.
• Promotes a culture of accountability, accuracy, and continuous improvement.
• Assists with forecasting workload and staffing needs.
• Maintains service commitments by monitoring team capacity and utilization.
• Coordinates cross-training and resource allocation to support operational requirements.
• Communicates staffing and workload trends to leadership.
• Supports implementation of departmental initiatives and process improvements.
• Assists with special projects and operational priorities as assigned.

Requirements

• Bachelor’s degree or equivalent combination of education and relevant experience.
• 2–5 years of supervisory or team leadership experience.
• Experience managing workflow, productivity, and service delivery in a fast-paced environment.
• Demonstrated ability to coach, develop, and support employee performance.
• Strong organizational, communication, and problem-solving skills.
• Experience using metrics, reporting, and data to drive performance and decision-making.
• Proficiency with Microsoft Office applications.
• Ability to manage multiple priorities and adapt to changing business needs.
• Interest in leveraging technology, including AI-enabled tools, to improve processes and outcomes.

Qualifications

• Curiosity and adaptability.
• Commitment to continuous improvement.
• Comfortable navigating change and evolving priorities.
• Strong leadership and team management skills.
• Effective communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Passion for helping others succeed through coaching, feedback, and support.
• Interest in leveraging technology to enhance service delivery.

Skills

• Leadership and team management.
• Performance management and coaching.
• Workflow and productivity management.
• Process improvement and automation.
• Communication and interpersonal skills.
• Technology and process automation.
• Continuous improvement mindset.

Benefits

Comprehensive benefits package offered to full-time employees.

Pay

Competitive salary commensurate with experience and qualifications.

Schedule

This is a full-time, exempt position requiring regular travel to the Chesterfield, MO office on a weekly or bi-weekly basis.

Accessibility

We are committed to creating a barrier-free environment and accommodating the needs of all team members. If you require accommodations during the application or interview process, please let us know.

Equal Opportunity Employer

IMPACT Group is an Equal Opportunity Employer committed to equity and inclusion across race, ethnicity, gender, sexual orientation, gender identity, disability, age, neurodiversity, veteran status, and every intersection in between.

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