Delivery Lead

The Delivery Lead is responsible for ensuring consistent, high-quality operational delivery across assigned workflows. This role oversees client deliverables, drives operational excellence, analyzes performance trends, and ensures a seamless execution rhythm across the business. The Delivery Lead partners with internal teams, stakeholders, and clients to maintain service stability, improve processes, and support successful onboarding of new work.

Key Responsibilities

Delivery & Operations Management

• Oversee end-to-end service delivery, ensuring all SLAs, KPIs, and contractual obligations are consistently met or exceeded.

• Manage daily/weekly business rhythms, including standups, WBR/MBR insights, and QBR preparation.

• Monitor operational performance dashboards and take action to address gaps.

• Drive capacity planning and forecasting in partnership with WFM.

• Ensure appropriate staffing coverage across shifts and time zones.

• Lead incident and escalation management, including root-cause analysis and corrective actions.

• Support onboarding of new workflows, pilots, migrations, and transitions.

Client & Stakeholder Management

• Serve as a primary operational point of contact for client partners and internal stakeholders.

• Provide clear, concise, data-driven updates and performance narratives.

• Build and maintain strong, trust-based client relationships.

• Influence and negotiate delivery plans, resourcing, and expectations.

• Collaborate cross-functionally with Quality, Training, WFM, Product, and other teams.

Operational Excellence & Continuous Improvement

• Interpret operational data, QA insights, and workflow trends to identify improvement opportunities.

• Drive continuous improvement initiatives across SOPs, process documentation, and knowledge management.

• Optimize workflows to reduce friction, improve throughput, and enhance quality.

• Partner on efficiency efforts, including tooling enhancements and automation opportunities.

Leadership & Team Enablement

• Guide Team Leads, SMEs, and supervisors in daily execution.

• Support ongoing coaching, performance management, and escalation handling.

• Promote a high-trust, feedback-driven, transparent team culture.

• Ensure alignment on targets, priorities, and operational standards.

Analytics & Technical Skills

• Analyze performance data using Sheets/Excel, BI dashboards (Tableau, Looker, PowerBI), and operational systems.

• Build insights from trends to inform recommendations and strategic planning.

• Leverage AI-assisted productivity tools and automations where applicable.

• Quickly learn and adapt to new platforms, tools, and client systems.

Professional Behaviors

• Demonstrate ownership mindset and bias for action.

• Stay calm under pressure and exercise strong judgment in ambiguous situations.

• Maintain operational discipline, follow-through, and high integrity.

• Balance competing priorities while delivering consistently high quality.