Delivery Director, Client Operations & Growth

Provalus; Edenton (NC); On-site; USD 150,000 - 190,000; Full time

Job summary

Provalus in Edenton, NC seeks a Delivery Director to lead client accounts and service delivery teams on-site, ensuring outcomes and operational excellence across multiple programs. You will drive employee engagement and partner with site functions to ensure growth and process improvements.

The role demands a relationship-focused leader with strong business acumen, exceptional communication, and experience managing large-scale contact center or tech support operations.

Qualifications

• Bachelor's degree in a related field is preferred.
• 8+ years of operational leadership experience with at least 3-5 years managing managers or multi-layer leadership teams.
• Experience overseeing large customer service, contact center, help desk, technical support, or IT service delivery operations.
• Proven success managing client relationships and executive stakeholder communications.
• Strong experience leading large teams across multiple programs and service lines.
• Demonstrated ability to manage operational KPIs, service levels, workforce planning, and business performance.

Responsibilities

• Own overall service delivery, operational performance, and client satisfaction across multiple client accounts.
• Build and maintain relationships with client stakeholders, serving as the primary escalation point and strategic partner.
• Develop content and lead regular business reviews (MBR, QBR, ABR), operational updates, and performance discussions with clients.
• Ensure contract deliverables, SLAs, quality standards, and operational KPIs are consistently achieved.
• Identify opportunities for account growth, process improvements, and expanded services.
• Manage client escalations and develop action plans to resolve issues quickly and effectively.
• Lead multiple operational teams including Team Leads and Operations Managers supporting help desk, technical support, and customer service functions.
• Oversee teams ranging from 10 to 60+ agents per client program, ensuring performance and development.
• Mentor future leadership to build strong leaders of people and set career goals.
• Establish performance expectations and accountability measures across all programs.
• Analyze operational metrics, workforce trends, quality scores, customer satisfaction, productivity, and financial performance.
• P&L ownership and accountability for team sizes, structures, and schedules.
• Drive continuous improvement initiatives to improve service delivery, operational efficiency, and customer experience.
• Ensure compliance with company policies, client requirements, security standards, and operational procedures.

Education

Bachelor's degree in Operations Management, IT, Business Administration, or related field

Tools

CRM systems

Ticketing platforms

Workforce management tools

Job description

Provalus in Edenton, NC seeks a Delivery Director to lead client accounts and service delivery teams on-site, ensuring outcomes and operational excellence across multiple programs. You will drive employee engagement and partner with site functions to ensure growth and process improvements.

The role demands a relationship-focused leader with strong business acumen, exceptional communication, and experience managing large-scale contact center or tech support operations.