Sr Delivery Manager

Hybrid in Las Vegas, NV, US • Posted 4 days ago • Updated 17 hours ago
Full Time
No Travel Required
On-site
Depends on Experience
Fitment

Dice Job Match Score™

📋 Comparing job requirements...

Job Details

Skills

  • Relationship Management
  • Business Readiness
  • Leadership
  • Roadmaps
  • Cost Reduction

Summary

The Engagement Executive ensures that the technical solutions developed by the engineering team align seamlessly with the operational needs of front-line agents, team leads, and executive leadership. You will lead change strategies, manage executive and operational stakeholders, monitor program KPIs, and drive continuous adoption across call centers and field agent networks.

 

Key Responsibilities:

Strategic Stakeholder & Relationship Management:

  • Build strong partnerships with Operations Leads, Contact Center Directors, Product Owners, and IT Leadership.

  • Serve as the single point of contact (SPOC) for operational business units transitioning onto the modernized agent platform.

  • Align program roadmaps with broader organizational goals, balancing business feature requests with technical delivery constraints.

 

Operational Change Management & Adoption:

  • Design and execute change management, communication, and training enablement frameworks across agent tiers.

  • Partner with operational readiness teams to minimize agent friction, decrease time-to-competency on new platforms, and mitigate resistance.

  • Establish feedback loops (surveys, focus groups) to capture front-line agent sentiment and translate operational pain points into actionable backlog items.

 

Program Delivery & Alignment

  • Monitor modernization milestones, risks, dependencies, and business readiness indicators across deployment waves.

  • Facilitate Executive Steering Committee updates, performance reviews, and cross-functional alignment workshops.

  • Ensure third-party technology vendor partners stay aligned with contract deliverables, KPIs, and service level agreements (SLAs).

 

Value Realization & Analytics

  • Track modernization success metrics, such as Average Handle Time (AHT), First Contact Resolution (FCR), Agent CSAT/eNPS, and Platform Onboarding Time.

  • Ensure the modernization initiative delivers its expected ROI (e.g., operational cost reduction, higher agent retention, lower error rates).

 

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
  • Dice Id: 10115393
  • Position Id: 9050503
  • Posted 4 days ago
Contact the job poster
Sivaraman Naina

Sivaraman Naina

Associate Manager - TAG (US) @ Virtusa Corporation
Create job alert
Set job alertNever miss an opportunity! Create an alert based on the job you applied for.

Similar Jobs

Las Vegas, Nevada

Today

Easy Apply

Full-time

Depends on Experience

Hybrid in Las Vegas, Nevada

16d ago

Easy Apply

Full-time

Depends on Experience

Las Vegas, Nevada

30+d ago

Easy Apply

Third Party, Contract

Depends on Experience

Remote

Today

Full-time

USD 128,039.00 - 173,229.00 per year

Search all similar jobs