Client Delivery Lead - Ops

Kraken; New York (NY); On-site; USD 70,000 - 140,000; Full time

Job summary

Kraken seeks a Client Delivery Lead in New York to drive transformative programs for North American utilities. You will lead the H&O workstream, coach senior client leaders, and embed operational processes.

The role blends client leadership with hands-on delivery across recruitment, talent practices, and process design. Ideal candidates have strong change-management instincts, exceptional collaboration across global teams, and readiness to travel across North America.

Qualifications

• Fluent English (written and spoken).
• Demonstrable experience with North American energy utilities.
• Understanding of utility operations: customer ops, workforce management, performance.

Responsibilities

• Lead the human and organizational workstream within client implementations.
• Coach client leaders 1:1 and push for performance improvements.
• Design and stand up operational processes and workforce-related workflows for NA utilities.
• Deliver leadership development programs and create engaging training content.
• Analyze performance data to drive client decision-making.

Skills

Client leadership

Transformation delivery

Stakeholder engagement

Coaching/mentoring

North American utilities

Lead programs

Complex change management

Travel readiness

Education

Bachelor's degree or equivalent

Tools

Excel

Google Sheets

Job description

Help us use technology to make a big green dent in the universe!

Kraken powers some of the most innovative global developments in energy.

We create the technology that redefines utilities and unlocks a new energy system of the future. By optimising renewable generation, building a more intelligent grid, and empowering utilities to deliver an exceptional customer experience, our operating system is transforming the industry worldwide.

It’s an incredibly exciting time to work in energy. Join us on our mission to improve the lives of ONE BILLION humans within the decade and shape a cleaner, better future for everyone.

Kraken is looking for a Client Delivery Lead to help transform how some of North America’s largest utilities operate. Sitting within our Human & Organizational Design Practice, this is a hands‑on client leadership role focused on turning ambitious transformation strategies into new ways of working that actually stick.

You’ll work closely with utility leaders and frontline teams during periods of significant change, helping redesign operational processes, build capability, and embed the behaviors needed to get the most from Kraken’s technology. This isn’t traditional consulting: you’ll be on the ground with clients, navigating ambiguity, challenging established thinking, and helping people through complex change.

We’re looking for someone who understands North American utility operations and combines strong client instincts with high emotional intelligence, creativity, and a bias toward action. Consulting experience is valuable, but you’ll need to be someone who rolls up their sleeves rather than simply advising from the sidelines.

It’s an opportunity to have a tangible impact on how utilities operate, how their people experience change, and ultimately how they serve millions of customers. Significant North American travel is expected.

Where you'll fit in:

Kraken’s Human and Organizational (H&O) Design Practice exists to help utilities realize the full value of transformation — designing organizations and enabling people to thrive through change. Structured around three disciplines — Organizational Design (OD), Human Design (HD), and Client Delivery Leadership (CDL) — the Practice is building a global blueprint for the Utility of the Future: a repeatable model that reduces cost-to-serve, increases decision velocity, and strengthens alignment across every client we serve.

As a CDL, you are the primary bridge between Kraken’s global H&O vision and the day‑to‑day reality of client transformation in North America. You'll coach utility leaders, stand up and embed operational processes, build client capability, and model the behaviors that make change stick. Guided by simplicity, customer benefit, and efficiency, members of the Kraken H&O team are role models for what great looks like. If you believe in the power of well‑designed organizations and great people to reshape an industry, this is the right place for you.

What you'll own:

• Your day to day will vary, but here's some insight into the types of things you'll be responsible for:
  • Client Leadership & Transformation
    • Champion the Kraken H&O model — be the proof point that it works, and communicate best practices and operating principles to clients with confidence.
    • Lead the human and organizational workstream within client implementations, partnering with OD and HD Leads to deliver a coherent transformation experience.
    • Coach and mentor client leaders 1:1, acting as a trusted advisor during periods of significant change and pushing people to the next level of performance.
    • Support clients in transforming their recruitment and talent practices, leading by example with a lens on reducing bias and championing diversity.
  • Program Delivery
    • Design and stand up key operational processes — including workforce scheduling, Skills Academy, and functional workflows tailored to North American utilities.
    • Deliver high-level leadership development programs — including Influential Management, Assertive Communication, and Principled Decision‑Making.
    • Produce clear facilitation materials, training content, and slide decks that teach and inspire from frontline teams to senior directors.
    • Analyze performance data and use Excel/Google Sheets to generate insights that drive client decision‑making.
  • Stakeholder Engagement
    • Communicate and influence effectively, flexing your approach to help resistant stakeholders feel safe, excited, and committed to change.
    • Articulate Kraken’s H&O value narrative with confidence — explaining not just what we do, but why it matters for people, performance, and the energy transition.
    • Build and maintain trust‑based relationships with senior client stakeholders across North American utilities.
  • Practice Contribution
    • Actively contribute to the global H&O Practice — sharing North American insights, co‑developing content, and helping evolve the Practice’s toolkit.

What you'll bring to the party:

• Fluent English (written and spoken).
• Demonstrable experience working within or alongside North American energy utilities
• Understanding of utility operations, including customer operations, workforce management, and operational performance.
• Ability to understand what success looks like for a client and to hold that picture through ambiguity and change.
• A flair for influencing and a natural ability to help clients see and commit to new ways of working.
• Proven experience building trust‑based relationships with senior client stakeholders.
• Comfort working within a globally distributed team and contributing to a shared practice.
• Based in or able to work from the New York office; frequent travel across North America required.
• Right to live and work in the United States.

Why you’ll love it here:

• Great medical, dental, and vision insurance options including FSAs.
• Paid time off — we know working hard means also being able to recharge as needed, we trust our employees to get the work done and take the time they need.
• 401(k) plan with employer match.
• Parental leave. Biological, adoptive and foster parents are all eligible.
• Pre‑tax commuter benefits.
• Flexible working environment: you need to shift around your schedule? You do you, we genuinely believe in work/life balance.
• Equity Options: every Kraken employee owns part of the business. We’re a team, working together towards huge goals. Every person is crucial to our success, you should be rewarded as such.
• Modern office or co‑working spaces depending on location.
• The salary range for this senior role in NYC ranges on average from $70,000-$140,000 depending on relevant experience, role alignment, and technical/client management expertise demonstrated throughout the interview process. While the broad salary range is listed, not all candidates will be placed at the top of the range—this will be determined by the overall fit for the position. If you have questions about this, just ask!

Are you ready for a career with us? We want to ensure you have the right tools and environment to unleash your potential. If you have any accommodation requests, please contact us at [e-mail]. We’ll do our best to tailor the experience to your needs so you can feel comfortable, confident and be at your best!

Studies have shown that some groups of people, like women, are less likely to apply to a role unless they meet 100% of the job requirements. Whoever you are, if you like one of our jobs, we encourage you to apply as you might just be the candidate we’re looking for! At Kraken, we’re creating a team of genuine, honest, empathetic people. Our people are our strongest asset and the unique skills and perspectives people bring to the team are the driving force of our success. As an equal opportunity employer, we do not discriminate on the basis of any protected attribute. We consider all applicants without regard to race, colour, religion, national origin, age, sex, gender identity or expression, sexual orientation, marital or veteran status, disability, or any other legally protected status.

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Please note that, in line with our current recruitment policy, we are unable to offer visa sponsorship for this position; applicants must have the right to work in the country that they're applying to, at the time of application.