Project Delivery Manager Operations

Job Title: Project Delivery Manager - Operations

Job Type: Full-time CST Time Zone (06:00pm to 03:00am)

About the Role:

Were seeking a high-performing and quality-driven Project Delivery Manager - Operations to lead operational delivery for U.S.-based client portfolios across retail food chains franchise operations and other multi-location businesses. This role will be responsible for managing multiple teams reviewing team output driving operational excellence and ensuring consistent achievement of KPIs SLAs quality standards and client expectations in a fast-paced BPO environment.

Key Responsibilities:

Operations Delivery & Team Management

- Lead and manage multiple operational teams supporting a strategic high-value U.S.-based client portfolio.

- Review team output monitor daily delivery and ensure work is completed accurately timely and in line with client expectations.

- Drive consistent achievement and improvement of KPIs SLAs productivity targets turnaround times and quality benchmarks.

- Build a culture of accountability ownership service excellence and continuous improvement across all teams.

Client Management & Governance

- Serve as a key client-facing delivery leader and maintain strong trust-based relationships with U.S. client stakeholders.

- Lead governance meetings performance reviews escalations operational updates and action-plan follow-ups.

- Ensure client requirements priorities risks and expectations are clearly understood documented and delivered by the operations teams.

Performance Quality & Process Improvement

- Analyze performance dashboards quality reports operational metrics and team productivity data to identify gaps and improvement opportunities.

- Implement corrective actions quality controls process improvements and automation initiatives to optimize workflows and reduce operational costs.

- Ensure strict adherence to data security compliance standards client requirements and organizational policies.

People Workforce & Operational Planning

- Partner with HR and L&D teams to support hiring onboarding training coaching performance management and leadership development.

- Manage workforce planning scheduling capacity utilization attrition control employee engagement and staffing alignment with U.S. business-hour requirements.

Requirements:

- Bachelors degree in Business Administration Management Operations or a related field;

- Masters degree is preferred.

- 10-12 years of progressive experience in BPO operations including 5-7 years in managerial or senior delivery leadership roles.

- Proven experience managing large-scale operations and high-value international client accounts preferably U.S.-based clients.

- Demonstrated ability to lead large diverse and multi-layered teams with strong focus on quality performance and delivery discipline.

- Strong track record of improving KPIs SLAs quality scores productivity employee engagement and attrition outcomes.

- Experience working with enterprise-level clients and high-revenue accounts will be highly preferred.

- Excellent communication leadership stakeholder management problem-solving and decision-making skills.

- Flexibility and willingness to work night shifts aligned with U.S. time zones.

Technical Skills:

- Advanced proficiency in project and workflow management tools such as Jira Asana Trello and Microsoft Project.

- Strong expertise in reporting and analytics tools including Microsoft Excel Power BI Tableau or similar platforms.

- Ability to interpret operational dashboards and convert data into actionable insights for performance improvement.

Key Competencies:

- Quality-driven leadership and operational excellence.

- Strategic thinking with strong execution capability.

- Advanced client relationship and stakeholder management.

- Data-driven decision-making and performance optimization.

- Strong problem-solving critical thinking and escalation management skills.

- High adaptability in a dynamic fast-paced BPO environment.