Client Delivery Lead - Ops

Kraken•New York, NY

4d•$70,000 - $140,000•Hybrid

About The Position

Kraken is seeking a Client Delivery Lead to join their Human & Organizational Design Practice. This role focuses on transforming utility operations by redesigning processes, building capabilities, and embedding new behaviors to maximize the benefits of Kraken's technology. It's a hands-on leadership position that requires working directly with utility leaders and frontline teams to implement change, navigate ambiguity, and challenge existing practices. The role involves significant travel across North America and is ideal for someone with experience in North American utility operations, strong client management skills, high emotional intelligence, creativity, and a proactive approach.

Requirements

Fluent English (written and spoken).
Demonstrable experience working within or alongside North American energy utilities.
Understanding of utility operations, including customer operations, workforce management, and operational performance.
Ability to understand client success criteria and maintain focus through ambiguity and change.
Flair for influencing and ability to help clients commit to new ways of working.
Proven experience building trust-based relationships with senior client stakeholders.
Comfort working within a globally distributed team and contributing to a shared practice.
Based in or able to work from the New York office.
Frequent travel across North America required.
Right to live and work in the United States.
Must be able to provide visa sponsorship.

Responsibilities

Champion the Kraken H&O model and communicate best practices to clients.
Lead the human and organizational workstream within client implementations, partnering with OD and HD Leads.
Coach and mentor client leaders 1:1, acting as a trusted advisor during change.
Support clients in transforming recruitment and talent practices, focusing on reducing bias and championing diversity.
Design and implement key operational processes such as workforce scheduling, Skills Academy, and functional workflows.
Deliver leadership development programs including Influential Management, Assertive Communication, and Principled Decision-Making.
Produce facilitation materials, training content, and slide decks for various levels of staff.
Analyze performance data using Excel/Google Sheets to generate insights for client decision-making.
Communicate and influence effectively to gain stakeholder buy-in for change.
Articulate Kraken's H&O value proposition, explaining its importance for people, performance, and the energy transition.
Build and maintain trust-based relationships with senior client stakeholders.
Contribute to the global H&O Practice by sharing insights, co-developing content, and evolving the Practice's toolkit.