Director, Service Delivery

Jobtailor; Colorado; On-site; USD 120,000 - 160,000; Full time

Job summary

Jobtailor in Colorado seeks an experienced operations leader to develop and execute strategies for onboarding new business, client transitions, and service delivery objectives.

You will oversee daily operations, govern offshore/third-party providers, and guide large and mid-market conversions while ensuring quality, reporting, and teamwork across the organization.

Qualifications

• Bachelor's degree in business or equivalent experience.
• Ten years of retirement plan experience.
• Business operations leadership experience.
• Experience supervising employees.
• Experience working with external clients in sales, sales support, relationship management, or post-sale support.

Responsibilities

• Develop and execute operational strategies supporting new business onboarding, client transition services, and service delivery objectives.
• Oversee day-to-day operations to ensure smooth functioning and timely delivery of services.
• Provide governance and oversight of offshore and third-party service providers.
• Lead and oversee Large Market and Mid Market conversion activities.
• Manage quality, reporting, training, and operational outcomes supporting new business operations.
• Manage operational budgets and resources.
• Lead, mentor, and develop operational teams.
• Identify and implement operational improvements and provide recommendations to executive leadership.
• Collaborate with cross-functional teams and stakeholders to improve performance, manage risks, and ensure customer satisfaction.
• Serve as an escalation point for complex operational, client, vendor, and conversion-related issues.
• Prepare and deliver management reports and operational insights.
• Promote teamwork, accountability, risk management, and continuous improvement

Skills

Communication

Interpersonal skills

Presentation skills

Analytical thinking

Problem solving

Decision making

MS Word

MS Excel

Supervising employees

Client management

Project management

Education

Bachelor's degree in business or equivalent experience

Tools

MS Word

MS Excel

Job description

• Develop and execute operational strategies supporting new business onboarding, client transition services, and service delivery objectives


• Oversee day-to-day operations to ensure smooth functioning and timely delivery of services


• Provide governance and oversight of offshore and third-party service providers


• Lead and oversee Large Market and Mid Market conversion activities


• Manage quality, reporting, training, and operational outcomes supporting new business operations


• Manage operational budgets and resources


• Lead, mentor, and develop operational teams


• Identify and implement operational improvements and provide recommendations to executive leadership


• Collaborate with cross-functional teams and stakeholders to improve performance, manage risks, and ensure customer satisfaction


• Serve as an escalation point for complex operational, client, vendor, and conversion-related issues


• Prepare and deliver management reports and operational insights


• Promote teamwork, accountability, risk management, and continuous improvement

Requirements

• Bachelor's degree in business or equivalent experience


• Ten years of retirement plan experience


• Business operations leadership experience


• Experience supervising employees


• Experience working with external clients in sales, sales support, relationship management, or post-sale support


• Strong communication, interpersonal, and presentation skills


• Analytical, problem-solving, and decision-making skills


• Ability to manage multiple responsibilities under pressure


• Ability to understand and communicate complex or technical concepts
  
• Proficient with MS Word and Excel


• Occasional travel

Core Competencies

Demonstrates expertise in developing and executing operational strategies, managing budgets, and leading teams to enhance service delivery and client satisfaction. Proficient in overseeing complex operational issues and implementing improvements while ensuring effective communication and collaboration across teams.

Highest-signal resume keywords

• Operational Strategy Development


• Retirement Plan Experience


• Business Operations Leadership


• Team Leadership and Mentoring


• Client Relationship Management

Hard Skills

• Operational Budget Management


• Quality Management


• Reporting and Analytics


• Problem-Solving


• Decision-Making

Soft Skills

• Strong Communication Skills


• Interpersonal Skills


• Presentation Skills


• Teamwork


• Accountability

Industry Keywords

• Client Transition Services


• Service Delivery Objectives


• Cross-Functional Collaboration


• Risk Management


• Continuous Improvement

Tools & Technologies

• MS Word


• MS Excel