Remote Global Services Ops & Excellence Leader

Prosci; United States; Remote; USD 132,000 - 165,000; Full time

Benefits offered by this job

Generous paid time off

Holidays and volunteer time

Medical

Dental

Vision

Long-term disability

Short-term disability

Life insurance

401k with company matching

LinkedIn Learning

Job summary

Prosci is seeking a senior leader to build and lead the Global Services Operations & Excellence team, the engine behind training and advisory delivery worldwide. You’ll shape the charter, structure and operating model, coordinating with the VP of Global Service Delivery to deliver scalable, profitable execution across North America, EMEA and APAC.

As a people leader, you’ll embed AI and automation in delivery processes, own or co-own systems (PSA/ERP, scheduling, LMS, BI), and ensure a

Qualifications

• 8+ years in service delivery, professional services or training operations.
• 3+ years leading multi-region operations.
• Experience building a new operations, service excellence or similar function from the ground up, including org design, hiring and setting up operating rhythms.
• Track record of measurable improvement, such as higher utilization, lower delivery cost, faster time-to-deliver or better client satisfaction.
• Experience building delivery quality or client experience programs, including standards, facilitator quality reviews and feedback loops.
• Experience leading managers or coordinators across time zones.
• Clear communication, moving comfortably between VP-level strategy and day‑to‑day problem solving.
• Bachelor's degree or equivalent experience.
• Preferred: background in training, education, consulting or learning services; experience scaling from mid-size to global; experience across North American, European and Asia-Pacific markets.
• Preferred: Lean, Six Sigma, ITIL or PMP credentials; familiarity with change management; Prosci certification is a plus.

Responsibilities

• Run delivery operations and capacity across global regions.
• Forecast demand two or more quarters ahead and staff engagements across time zones.
• Define and report delivery KPIs and build operational dashboards.
• Partner with Finance on delivery forecasts, budgets, cost control and revenue recognition.
• Own the client experience from booking through post-session follow-up.
• Define the team's charter, operating model and structure, including hiring plan and onboarding.

Education

Bachelor’s degree or equivalent experience

Tools

PSA/ERP tools

BI tools

Certinia

Salesforce

Kantata

Power BI

Tableau

Job description

Prosci is seeking a senior leader to build and lead the Global Services Operations & Excellence team, the engine behind training and advisory delivery worldwide. You’ll shape the charter, structure and operating model, coordinating with the VP of Global Service Delivery to deliver scalable, profitable execution across North America, EMEA and APAC.

As a people leader, you’ll embed AI and automation in delivery processes, own or co-own systems (PSA/ERP, scheduling, LMS, BI), and ensure a