Senior Delivery Manager

Balance Staffing Company; Phoenix (AZ); On-site; USD 150,000 - 230,000; Full time

Job summary

Balance Staffing Company in Phoenix, AZ seeks a Head of Operations to lead the transformation from a labor-intensive staffing model to a scalable, professionalized enterprise capable of supporting sustained growth and operational maturity.

You will design standardized operational frameworks, implement KPI governance, and partner with technology to enable data-driven decisions and improved client service across all branches.

Qualifications

• 10–15+ years operational leadership in staffing or professional services.
• Experience managing multi-branch or multi-unit service operations.
• Demonstrated operational transformation and process standardization experience.
• Experience implementing KPI frameworks and operational reporting systems.

Responsibilities

• Lead the operational transformation of a staffing and services organization from labor-intensive to scalable, professional delivery across all branches and business units.
• Establish standardized operating processes and scalable workflows to improve recruiting throughput, delivery predictability, and service quality.
• Define and implement standardized KPIs and dashboards, with governance across functions and branches.
• Partner with the Head of Technology to modernize workflows and enable technology-enabled delivery models.
• Own execution of the annual operating plan and ensure alignment with revenue growth and margin targets.
• Collaborate with Finance and Executive Leadership to monitor budgets, margins, and labor cost performance.

Job description

The company is a ~$100M multi-state staffing and workforce solutions provider entering a critical stage of growth and organizational evolution. Over the next couple of years, leadership is executing a strategy designed to scale the business significantly while strengthening operational discipline, financial visibility, and technology-enabled capabilities across the enterprise.

Historically, the organization has built a strong market position through client relationships, service quality, and local execution. As the business enters its next phase, leadership is focused on building the systems, infrastructure, and management processes necessary to support sustained growth, improved profitability, and enterprise-level operational maturity.

A core objective of this transformation is the development of a more integrated, scalable operating platform that allows the company to manage performance with greater transparency, predictability, and efficiency across all functions.

Key Priorities for this next stage of the company’s evolution include:

• Building an institutional-quality operating platform with standardized processes, scalable infrastructure, and disciplined management systems.
• Modernizing technology architecture and data infrastructure to enable more informed decision‑making, improved operational efficiency, and enhanced client service capabilities.
• Establishing enterprise‑grade reporting, analytics, and KPI governance across all functions to improve performance visibility and accountability.
• Strengthening sales, recruiting, and delivery capabilities to support sustained revenue growth while improving gross margin performance.
• Creating a more integrated leadership structure that aligns operational execution, financial management, and technology capabilities around common strategic objectives.

To support this transformation, the company is strengthening its executive leadership team across Sales, Finance, Technology, and Operations. These roles will work closely together to design and implement the infrastructure, systems, and management frameworks required to support the company’s long‑term growth strategy.

Success in these positions will be measured not only by improvements within each functional area, but by the leadership team’s collective ability to build a more disciplined, data‑driven, and scalable organization capable of delivering consistent financial performance and operational excellence.

The company is seeking leaders who are comfortable operating in a hands‑on environment and who have experience helping organizations evolve from founder‑driven operating models into more institutional, professionally managed enterprises capable of supporting long‑term growth and strategic optionality.

Role Overview

The Head of Operations / Delivery leads the operational transformation of a staffing and services organization transitioning from a labor‑intensive staffing model to a scalable, professionalized enterprise capable of supporting sustained growth and operational maturity.

This role is responsible for building a disciplined delivery organization capable of supporting sustained revenue growth, consistent service quality, scalable operational performance, and the transition to technology‑enabled service delivery models. The position establishes standardized operational frameworks, KPI governance, and execution discipline across all branches and business units.

Key Responsibilities

Operational Standardization and Process Design

• Establish standardized operational processes across all branches and business units.
• Design scalable workflows that improve recruiting efficiency, delivery predictability, and service quality.
• Ensure consistent adherence to operational policies, procedures, and service protocols.
• Document operational processes to support scalability, repeatability, and diligence readiness.

KPI Governance and Performance Management

• Define and implement standardized KPIs across recruiting, delivery, account management, and operational support functions.
• Implement operational dashboards and reporting cadence across branches.
• Drive performance accountability across operational leadership teams.
• Use data‑driven insights to identify performance gaps and operational improvement opportunities.

Operational Digitization and Technology Enablement

• Partner closely with the Head of Technology to modernize operational workflows and transition the business from manual, labor‑intensive processes to technology‑enabled delivery models.
• Identify operational processes suitable for automation, systemization, or digital workflow management.
• Translate operational requirements into technology priorities that improve recruiting throughput, delivery efficiency, reporting transparency, and margin performance.
• Ensure recruiting, fulfillment, and account management processes are supported by scalable systems, workflow tools, and operational reporting infrastructure.
• Drive adoption of operational platforms and digital tools across branches to improve productivity, data visibility, and service delivery consistency.
• Champion operational use of data and systems to support performance management, forecasting, and executive decision making.

Recruiting Capacity and Delivery Execution

• Manage recruiting resource allocation to ensure delivery capacity aligns with revenue growth targets.
• Establish recruiting throughput expectations tied to client demand and business growth objectives.
• Ensure recruiting teams consistently meet fulfillment targets while maintaining service quality standards.

Account and Program Management Oversight

• Oversee Account Management and Program Management functions.
• Ensure consistent client service standards across all regions and business units.
• Implement escalation and issue resolution frameworks that protect client relationships.
• Partner with Sales leadership to ensure operational feasibility of growth initiatives.
• Own operational execution of the company’s annual operating plan.
• Translate company growth initiatives into executable delivery capacity plans.
• Ensure operational infrastructure and recruiting capacity support revenue growth targets.
• Partner with Finance to deliver against approved operating budgets and margin targets.
• Work directly with the executive management team to achieve company growth and profitability objectives.
• Maintain accountability for operational contribution to company P&L performance.
• Partner with executive leadership to deliver against the company’s approved operating plan, including revenue growth, gross profit performance, and margin targets.
• Maintain accountability for gross profit generation and labor cost percentage performance.
• Collaborate with the Head of Finance to monitor operational performance against budget and address variances.

Core Operational Performance Metrics

• Gross Profit Performance
• Labor Cost Percentage
• Fulfillment and Time‑to‑Fill Performance
• Delivery Margin Improvement

Operational Culture and Leadership

• Build a culture of accountability, operational discipline, and execution rigor.
• Develop second‑line operational leadership capable of supporting organizational scale.

Required Qualifications and Experience

• 10–15+ years operational leadership experience in staffing or professional services.
• Experience managing multi‑branch or multi‑unit service operations.
• Demonstrated operational transformation and process standardization experience.
• Experience implementing KPI frameworks and operational reporting systems.