Manager – Service Delivery

The Manager of Service Delivery is responsible for the daily performance, coaching, and development of frontline service team members. This leader ensures the team hits service targets and maintains a strong culture of accountability and responsiveness. This role is the frontline force for coaching excellence, team development, and cultural reinforcement in daily execution.

Job Description:

• Lead and coach frontline agents to consistently meet and exceed targets.

• Ensure accountability against key service KPIs (SLA, NPS, FCR, CSAT).

• Conduct structured coaching sessions that drive performance behaviors.

• Deliver weekly 1:1s focused on development, growth, and resilience.

• Promote urgency and ownership in a fast-paced environment.

• Facilitate daily huddles, weekly scorecard reviews, and monthly performance deep-dives.

• Escalate critical risks early and collaborate cross-functionally to resolve.

• Maintain a respectful, inclusive, and feedback-rich team culture.

• Own team-level transformation initiatives from design through execution.

• Identify high-potential team members and guide stretch assignments.

• Participate in peer coaching circles to improve leadership consistency.

• Maintain and track individual development plans for all team members.

• Lead issue resolution and support high-stakes escalations.

• Reinforce cultural and behavioral standards through daily interactions.

• Report coaching and team development outcomes to senior leadership.