Manager, Service Delivery and Automation

Fountain; United States; On-site; USD 85,000 - 120,000; Full time

Benefits offered by this job

Professional growth opportunities

Dynamic and supportive workplace

Commitment to integrity and service

Job summary

A leading service delivery company in the United States is seeking a Manager for Service Delivery and Automation. This role requires over 5 years of experience in service delivery and 7 years in leadership, focusing on optimizing client deployment operations through automation and process improvement. The ideal candidate will possess strong analytical skills and excellent communication abilities. Join a vibrant team that values innovation, empathy, and integrity.

Qualifications

• 5+ years of experience in service delivery, operations management, or process improvement roles.
• 7+ years in a leadership or supervisory role, preferably in a fast-paced environment.
• Proven experience implementing automation tools or workflow optimization.
• Strong analytical skills with the ability to interpret data and translate insights into action.
• Excellent communication and stakeholder management abilities.
• Process-oriented mindset with a focus on continuous improvement and operational scalability.

Responsibilities

• Provide day-to-day oversight of the team, ensuring performance targets and service levels are consistently met.
• Lead cross-functional process improvement initiatives focused on automation, efficiency, and user experience.
• Collaborate with IT and internal stakeholders to design and implement technology-driven enhancements to workflows.
• Maintain strong communication with internal teams and external partners to support service commitments.
• Analyze operational data to identify performance trends, develop insights, and drive continuous improvement.
• Develop, document, and maintain scalable standard operating procedures.
• Manage, mentor, and support team members, fostering a culture of accountability and innovation.
• Oversee and optimize contact strategies, including inbound and outbound operations.
• Partner with IT to enhance system functionality, reporting tools, and automation framework.
• Support readiness planning and execution for high-demand events.

Job description

Manager, Service Delivery and Automation

Job Description

Are you ready to be part of a dynamic team that thrives on innovation, empathy, and service? At RENFROE®, we pride ourselves on delivering the right resources at the right time, offering specialized services in claims management, administrative support, and operational assistance for all types of claims, especially during catastrophic events.

Step into the spotlight! Become our next Manager, Service Delivery and Automation and help fuel the success of our vibrant corporate team!

The Manager, Service Delivery and Automation is responsible for leading and optimizing the execution of client deployment operations, while driving efficiency across recruiting, project support, compliance, and deployment functions. This role plays a key part in designing, implementing, and refining departmental processes to streamline operations and enable scalable, high-quality service delivery. With a strong emphasis on leveraging automation, data, and technology, the Manager oversees end-to-end service workflows, inbound and outbound contact strategies, and operational enhancements that improve performance, responsiveness, and outcomes.

Responsibilities

• Provide day-to-day oversight of the team, ensuring performance targets and service levels are consistently met.
• Lead cross-functional process improvement initiatives focused on automation, efficiency, and user experience.
• Collaborate with IT and internal stakeholders to design and implement technology-driven enhancements to workflows, self-service tools, and reporting systems.
• Maintain strong communication with internal teams and external partners to support service commitments and contractual requirements.
• Analyze operational data to identify performance trends, develop insights, and drive continuous improvement.
• Develop, document, and maintain scalable standard operating procedures (SOPs) that align with service delivery goals.
• Manage, mentor, and support team members, fostering a culture of accountability, innovation, and collaboration.
• Oversee and optimize contact strategies, including inbound and outbound operations, automated communications, and escalation protocols.
• Partner with IT to enhance system functionality, reporting tools, and automation framework.
• Support readiness planning and execution for high-demand events, ensuring operational continuity and responsiveness.
• Act as a subject matter expert on service delivery operations and automation initiatives, providing leadership in both strategic and tactical execution.
• Collaborate with Training and Operation teams to support onboarding, compliance, and ongoing development initiatives related to service operations.

Qualifications

Required:

• 5+ years of experience in service delivery, operations management, or process improvement roles.
• 7+ years in a leadership or supervisory role, preferably in a fast-paced environment.
• Proven experience implementing automation tools or workflow optimization.
• Strong analytical skills with the ability to interpret data and translate insights into action.
• Excellent communication and stakeholder management abilities.
• Process-oriented mindset with a focus on continuous improvement and operational scalability.

Preferred:

• 7+ years of experience in property and casualty insurance, staffing, or a related field.
• Experience working closely with IT, software development, or business intelligence teams.
• Knowledge of ITIL, Lean, Six Sigma, or similar methodologies.

Why Join RENFROE?

• Excellence: We are dedicated to excellence in every aspect of our work. We seek the best minds and talents and provide them with opportunities for professional growth and continuous learning.
• Growth: Growth is the cornerstone of our company’s mission. We ensure the company's progress and success by driving innovation, expanding our reach, and continuously improving our services. At the same time, we remain dedicated to supporting the personal growth of our employees, fostering a dynamic and thriving workplace for all.
• Curiosity: We foster curiosity and innovation, encouraging creative thinking and exploration of new ideas to remain at the forefront of our industry.
• Empathy: A supportive and understanding workplace is key to our success. We value empathy and build relationships based on trust and mutual respect.
• Integrity: Transparency and honesty are at the core of our business practices. We uphold the highest ethical standards in all that we do.
• Service: Service is at the heart of our values. We are committed to positively impacting our clients, our community, and each other.