Manager, Delivery

Qualtrics • Chicago, IL

1d • Hybrid

About The Position

The Manager, Delivery within Employee Experience oversees the day-to-day operations of a specialized Delivery team focused on implementation, data mapping, client data ingress, or engagement services. The manager ensures services are delivered on time, accurately, and in alignment with contractual commitments. This role serves as an operational problem solver and knowledge resource, leads process-efficiency improvements, supports cross-functional collaboration, and develops a strong team culture, with a focus on delivering customer experiences across healthcare systems.

The role includes supervising and mentoring team members, managing client implementations and workflows, resolving escalations, improving delivery processes, and leading employee engagement efforts. It also contributes to corporate goals and OKR execution, delivery-function standards, capacity planning, workload management, and team development. The position follows Qualtrics’ hybrid work model: employees work in the office three days per week—Mondays, Thursdays, and one additional day selected by their organizational leader—and may work from elsewhere for the rest 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 four-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 implementations, data ingress, mapping, or engagement specialist workflows to ensure timely and accurate delivery.
• Ensure service delivery is error-free and aligned with contractual commitments.
• Assign client accounts and projects to maintain an equitable workload distribution.
• Provide internal and client-facing escalation support, troubleshoot complex operational issues, and drive service recovery.
• Identify operational bottlenecks and lead continuous improvement initiatives to improve delivery efficiency.
• Build and evolve workflows as business needs change.
• Lead engagement survey action planning and foster a collaborative, positive team environment.
• Collaborate across functions and contribute to division metrics, employee experience initiatives, strategic business goals, and OKR execution.
• Contribute to capacity planning, workload management, delivery standards, and team development.

Benefits

• Premium 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.
• Life and disability benefits.
• Wellness reimbursement.
• Mental health 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