Director, Global Services Operations & Excellence

Prosci

1d•$131,600 - $164,500•Remote

About The Position

Prosci is hiring a Director, Global Services Operations & Excellence to build and lead a new team that supports training and advisory delivery worldwide and owns the client experience it produces. The director will shape the team’s charter, structure and operating model, translating delivery strategy into predictable, scalable and profitable execution across North America, EMEA and APAC. The role partners with the VP, Global Service Delivery, allowing that leader to focus on strategy, client relationships and growth. The director will manage global delivery operations and capacity, performance, quality and financials; establish a global delivery quality framework; and lead the client feedback and service-excellence programs. They will form and develop the team, integrate existing operations, scheduling and quality activities, establish governance and operating rhythms, and improve processes and systems. The role also includes identifying automation and AI opportunities, representing Service Delivery in cross-functional forums, and leading change using the Prosci Methodology. This is a remote role requiring 20% travel. The projected annual base salary range is $131,600–$164,500 USD, depending on qualifications and experience, and the role is eligible for the company’s bonus program.

Requirements

At least 8 years of experience in service delivery, professional services or training operations, including at least 3 years leading multi-region operations.
Experience building an operations, service excellence or similar function from the ground up, including organizational design, hiring and operating rhythms.
A track record of measurable improvement, such as increased utilization, reduced delivery cost, faster time-to-deliver or improved client satisfaction.
Experience building delivery quality or client experience programs, including standards, facilitator quality reviews and feedback loops.
Experience leading managers or coordinators across time zones.
Clear communication skills and the ability to move between VP-level strategy and day-to-day problem solving.
Bachelor’s degree or equivalent experience.
Hands-on experience with PSA/ERP and BI tools, such as Certinia, Salesforce, Kantata, Power BI or Tableau.
Strong financial acumen, including delivery margin, forecasting, budgets and working with Finance.
Experience with capacity planning, scheduling and utilization management for a delivery workforce of employees and/or contractors.
Ability to apply Prosci’s data security, confidentiality and intellectual property governance when using AI.

Nice To Haves

Knowledge of Lean, Six Sigma or ITIL.
Experience applying automation or AI to operational workflows.
Background in training, education, consulting or learning services.
Experience scaling an organization from mid-size to global.
Experience across North American, European and Asia-Pacific markets.
Lean, Six Sigma, ITIL or PMP credentials.
Familiarity with change management.
Prosci certification.

Responsibilities

Plan global capacity and resources for instructors and consultants, forecasting demand two or more quarters ahead.
Schedule and staff public, virtual, onsite and advisory engagements across time zones.
Manage the delivery lifecycle from sales-to-delivery handoff through logistics, delivery, close-out and billing handoff.
Establish escalation paths and resolve delivery issues, including cancellations, instructor gaps and client escalations.
Define and report delivery KPIs, including utilization, on-time delivery, cancellation and reschedule rates, CSAT/NPS, cost per delivery and delivery margin.
Build and maintain operational dashboards for the VP and leadership team.
Partner with Finance on delivery forecasts, budgets, cost control and revenue recognition.
Review quality and financial results together to ensure efficiency gains do not compromise the client experience.
Define excellent Prosci delivery and build a global quality framework, including standards, session observations and quality audits.
Lead the instructor and consultant quality program, including onboarding, certification, performance reviews, coaching and exit decisions.
Own the client experience from booking through post-session follow-up.
Collect, analyze and act on client feedback, sharing insights with Product and Content.
Track excellence metrics such as first-time-right delivery, repeat bookings and quality scores by instructor and consultant.
Ensure a consistent Prosci experience across regions and delivery formats.
Define the new team’s charter, scope and operating model, including how it works with regional delivery teams and the VP, Global Service Delivery.
Design team structure and roles, create the hiring plan, and recruit and onboard the founding team.
Bring existing operations, scheduling and quality activities into the team with clear ownership and a smooth handover.
Establish planning cycles, governance forums, reporting cadence and decision rights.
Design, document and improve global delivery processes and SOPs, balancing global standards with regional needs.
Own or co-own delivery systems, including PSA/ERP, scheduling, LMS and BI, and drive adoption.
Identify and implement automation and AI opportunities to scale delivery without growing headcount at the same rate.
Lead, coach and develop a distributed team, building capability and a culture of operational discipline and service excellence.
Represent Service Delivery in cross-functional forums and stand in for the VP when needed.
Lead change within the team and delivery network, applying the Prosci Methodology.
Embed AI in team workflows, encourage experimentation and learning, and uphold data security, confidentiality and intellectual property governance.

Benefits

Bonus program eligibility.
Generous flexible paid time off.
Holidays and volunteer time.
Medical insurance.
Dental insurance.
Vision insurance.
Long-term and short-term disability programs.
Life insurance.
Pet insurance.
401(k) with company matching.
Access to LinkedIn Learning.
Opportunities to collaborate with colleagues around the world and participate in employee-led interest and resource groups.