Strategic Delivery Director — Client Programs & Operations

Provalus; Henderson (TX); On-site; USD 120,000 - 160,000; Full time

Job summary

Provalus is seeking a Delivery Director to provide strategic and operational leadership for multiple client accounts and service delivery teams, ensuring client outcomes and operational excellence.

The role partners with Facilities, Human Resources, Recruiting, Training, Sales and Executive Leadership to drive employee engagement and site growth, with a focus on large-scale contact center operations.

Qualifications

• Bachelor's degree in operations, IT, business, or related field.
• 8+ years of operational leadership with 3–5 years managing managers.
• Experience overseeing large customer service, contact center, or IT service delivery.
• Proven ability to manage client relationships and executive communications.

Responsibilities

• Own service delivery and client satisfaction across multiple accounts.
• Lead relationships and regular business reviews with clients.
• Ensure SLAs, quality standards, and KPIs are achieved.
• Drive opportunities for account growth and process improvements.
• Oversee teams of 10–60+ agents per program and mentor leaders.
• Analyze operational metrics and financial performance.
• Maintain compliance with policies and security standards.

Skills

Strategic leadership

Client relationship management

Operations management

People development

KPI analysis

Education

Bachelor's degree in related field

Tools

CRM platforms

Ticketing systems

WFM tools

Job description

Provalus is seeking a Delivery Director to provide strategic and operational leadership for multiple client accounts and service delivery teams, ensuring client outcomes and operational excellence.

The role partners with Facilities, Human Resources, Recruiting, Training, Sales and Executive Leadership to drive employee engagement and site growth, with a focus on large-scale contact center operations.