Manager, Delivery

Qualtrics • Chicago, IL

11d • $109,000 - $132,500 • Hybrid

About The Position

The Manager, Delivery within Employee Experience oversees day-to-day operations of a specialized Delivery team focused on implementation, data mapping, client data ingress, or engagement services. The role ensures services are delivered on time, accurately, and in alignment with contractual commitments. It serves as an operational problem solver and knowledge resource, leading process-efficiency improvements, cross-functional collaboration, and team development to support exceptional customer experiences across healthcare systems.

The manager supervises and coaches the team, allocates client accounts and projects to balance workloads, resolves complex operational issues, supports service recovery, and improves workflows as business needs change. The role also supports employee engagement and contributes to division metrics, corporate goals, and OKR execution. The position follows Qualtrics’ hybrid model: employees work in the office three days a week—Mondays, Thursdays, and one day selected by the organizational leader—and may work where they want for the remainder of the week.

Requirements

• 10+ years of healthcare, quality improvement, or project management experience.
• Demonstrated experience managing large teams and complex operational caseloads.
• Bachelor’s degree or equivalent 4-year college program.
• Proficiency with Microsoft Office, including Word, Excel, and Outlook.
• Experience building new processes from scratch and driving service recovery for complex clients.

Nice To Haves

• Advanced Excel skills.

Responsibilities

• Manage team supervision, including group and one-on-one meetings, coaching, and performance management.
• Oversee client implementation, data ingress, data mapping, or engagement specialist workflows to ensure timely and accurate delivery.
• Ensure delivery operations meet contractual commitments and maintain high quality.
• Assign client accounts and projects to maintain an equitable workload distribution.
• Provide internal and client-facing escalation support, troubleshoot complex issues, and drive service recovery.
• Identify operational bottlenecks and lead continuous-improvement initiatives to increase efficiency.
• Lead engagement survey action planning and foster a collaborative, positive team environment.
• Promote cross-functional communication and contribute to division metrics, employee experience initiatives, and strategic business goals.
• Contribute to capacity planning, workload management, team development, and evolving operational standards.

Benefits

• Medical, dental, and vision insurance options for employees and dependents.
• Professional growth, management coaching, and leadership advancement opportunities.
• Generous vacation allowance, sick time, and paid company holidays.
• 401(k) retirement savings plan with company matching contributions.
• Wellness reimbursement.
• Mental health benefits.
• Life and disability benefits.
• A sign-on bonus and restricted stock units may be included in an employment offer.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager