Senior Manager, Delivery Operations

Nava; United States; Remote; USD 80,000 - 100,000; Full time

Job summary

A consultancy and public benefit corporation is seeking a Senior Manager in Delivery Operations to enhance user-centered service design. This role involves workflow optimization and improving operational processes while collaborating across teams. Ideal candidates have over 6 years of relevant experience and strong communication skills. The position offers remote options across several states and a comprehensive benefits package.

Benefits

Health coverage

Annual bonus

Flexible work

Learning opportunities

401(k) match

Qualifications

• 6+ years of experience in service design, user research, or workflow engineering.
• Familiarity with business operations including staffing and contracting.
• Highly resourceful and detail-oriented with excellent time management.

Responsibilities

• Optimize workflows for operational processes across teams.
• Conduct user research to identify and recommend process improvements.
• Develop documentation for new workflows and support end-users.

Skills

Service design

User research

Content design

Workflow engineering

Excellent communication

Job description

About Nava

Nava is a consultancy and public benefit corporation working to make government services simple and effective. Since 2015, federal, state, and local agencies have trusted Nava to help solve highly scrutinized technology modernization challenges.

As a client services company, we guide agencies constrained by legacy systems to a future with sharp user experiences built on secure, reliable, fault-tolerant cloud infrastructure. We bill for our time, offering our expertise and problem-solving approach to help our government partners enhance their digital products and services. People are at the heart of our work, from members of the public who rely on benefit programs to government agency staff. Through human-centered design and modern engineering best practices, we help our government partners understand user needs and deliver on their missions more effectively. This focus gives everyone at Nava the opportunity to do work that is meaningful, impactful, and deeply connected to public good.

Position Summary

As Senior Manager, Delivery Operations you will practice user-centered service design and workflow optimization for complex internal initiatives. You will leverage skills of the design discipline including user research, service design, user experience design, visual design, and content design. You will develop service maps, prototypes, and other artifacts to advance operational improvements. You will partner with various teams across our 600 person company and support our continued growth. Your team will drive continuous improvement, ensuring predictability, efficiency, clarity, and profitability from contract award through the full delivery lifecycle including staffing, portfolio reporting, training, and process optimization.

What you'll do

• Workflow engineering, workflow design, and optimization
• Use industry best practices (such as process automation, information architecture, research, accessibility, service design, and content design) to improve process efficiency and productivity
• Conduct user research interviews with internal Delivery operational process stakeholders to understand their needs and pain points.
• Synthesize research, identify areas of inefficiency or bottlenecks, and recommend improvements to the Director of Delivery Operations
• Analyze management data for gaps and data process inefficiencies
• Design and implement improved workflows using AI, no-code/low-code tools, and content design to clarify processes, streamline services, and automate tasks
• Coordinate with stakeholders and use change management practices to create buy-in, compliance, and feedback loops for operational processes
• Monitor workflow performance, troubleshoot issues, and continuously refine automations for optimal efficiency and reliability
• Develop plain language documentation for new workflows and offer support to end-users
• Structure and plan research and improvements in accordance with agile development practices
• Help improve performance and profitability throughout the delivery value stream

Knowledge management optimization

• Inventory, assess, and organize existing operational process assets and identify need for new operational process assets
• Develop automations and systems to keep project performance data up-to-date
• Increase usability of project performance data for management, project teams, and business development stakeholders
• Restructure Delivery content in Sage handbook to optimize information architecture for both human and machine readers and improve maintainability

Talent development and training

• Identify areas where Delivery staff need better training to help advance operational process maturity and efficiency (eg. Plain Language, Task Automation)
• Work with Delivery Operations team, Training & Development Specialist, and other teams to develop trainings
• Coach and support colleagues to help them develop and maintain operational processes that are both human-centered and efficient

Assist with data collection and analysis for the Delivery Org

• Develop workflow improvements which enable data to flow into portfolio management tooling
• Collaborate with Director of Delivery Operations and Chief Delivery Officer to establish best self-service uses of portfolio management tooling and most efficient reporting and sense-making to share with teams and Nava executive leadership.

Required skills

• 6+ years of experience in service design, user research, content design, or workflow engineering in professional working environments
• A comfortable level of familiarity with business operations including: staffing, bench management, hiring, business development, contracting, training, governance, knowledge management, etc.
• Depth of experience conducting, synthesizing, and communicating research findings and recommendations to stakeholders
• Experience mapping and driving systemic improvements and decisions within complex service environments
• Equal parts systems thinker and advocate for users
• Highly resourceful, reliable, and detail-oriented
• Excellent time management
• Ability to think strategically around trade-offs and short term vs. long term benefits
• Ability to build and form strong relationships across internal and operational teams
• Ability to learn new methods, domain areas, and skills to meet the needs of our teams
• An adaptive, empathetic, collaborative and positive mindset
• Excellent written and verbal communication skills

Other requirements

• Legal authorization to work in the United States
• Ability to meet any other requirements for government contracts for which candidates are hired
• Work authorization that doesn’t require visa sponsorship, now or in the future
• May be subject to a government background check or security clearance, depending on the contract

Perks working with Nava

• Health coverage — comprehensive medical, dental, and vision plans to support your overall health needs
• Insurance coverage — Nava provides disability, life, and accidental death insurance at no cost
• Time off — vacation, holidays (including Juneteenth), and floating holidays to rest and recharge
• Company holidays — enjoy 12 paid federal holidays each year on top of your regular PTO
• Annual bonus — when Nava meets its goals, eligible employees receive a performance-based annual bonus
• Parental leave — paid time off for new parents, plus weekly meals delivered to your home
• Wellness program — full platform offering physical, mental, & emotional health resources & support tools
• Virtual care — see doctors online with no copay through UnitedHealthcare’s virtual visit program
• Sabbatical leave — earn extended unpaid leave after continuous service for personal growth or rest
• 401(k) match — Nava matches 4% of your salary to support your retirement savings plan
• Flexible work — remote-first environment with flexibility built around your schedule and responsibilities
• Home office setup — company laptop & setup assistance provided via Staples for remote work needs
• Utility support — monthly reimbursement to help offset eligible home office utility expenses
• Learning opportunities — internal training programs and resources to help grow your professional skills
• Development opportunities — LinkedIn Learning access & an annual allowance for courses, tuition, & certs
• Referral bonus — get rewarded when you refer great people who join the Nava team
• Commuter benefits — pre-tax commuter programs to support in-office travel when applicable
• Supportive culture — A collaborative and remote-friendly team environment where people genuinely care

Location

We have fully remote options if you reside in one of the following states: Alabama, Arizona, California, Colorado, DC, Florida, Georgia, Illinois, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Nevada, North Carolina, New Jersey, New York, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, Texas, Tennessee, Utah, Virginia, Washington, Wisconsin

EEO Statement

Nava participates in E-Verify. Upon hire, we will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. This role requires you to work from the contiguous United States.