Senior Specialist / Service Delivery Manager

Convera • Santa Ana, CA

10h • Hybrid

About The Position

The Senior Specialist / Service Delivery Manager is responsible for end-to-end service delivery outcomes across assigned customers, portfolios, queues, or regions. This role ensures consistent, high-quality, and data-driven service delivery aligned to agreed SLAs and KPIs. Acting as the operational service owner and a senior escalation point, the role partners cross‑functionally with Operations, Sales and Product & Technology teams to translate insights into sustainable operational improvements. The role also provides coaching, quality assurance, and subject matter expertise to support continuous improvement and service excellence within the Customer Care team. Convera is the largest non-bank B2B cross-border payments company in the world. Formerly Western Union Business Solutions, we leverage decades of industry expertise and technology-led payment solutions to deliver smarter money movements to our customers – helping them capture more value with every transaction. Convera serves more than 30,000 customers ranging from small business owners to enterprise treasurers, educational institutions, financial institutions, law firms, and NGOs. Our teams care deeply about the value we bring to our customers, making Convera a rewarding workplace. This is an exciting time for our organization as we build our team with growth-minded, results-oriented people who are looking to move fast in an innovative environment. As a truly global company with employees in over 20 countries, we are passionate about diversity; we seek and celebrate people from different backgrounds, lifestyles, and unique points of view. We want to work with the best people and ensure we foster a culture of inclusion and belonging.

Requirements

• 3–5+ years experience in Service Delivery, Operations, Customer Support, or SLA‑driven service environments
• Strong experience managing service KPIs, SLAs, escalations, and operational performance
• Proven ability to translate data and insights into structured execution and improvement
• Experience presenting service performance and leading review or governance forums
• Degree preferred; equivalent experience considered depending on geography
• Service ownership and accountability
• Customer advocacy and stakeholder management
• Data‑driven decision making
• Structured problem solving and execution
• Continuous improvement mindset
• Clear communication and influence

Nice To Haves

• Familiarity with workforce management principles and service management frameworks (e.g. ITIL) is an advantage

Responsibilities

• Own end-to-end service delivery performance for set customers across workflows, queues, regions, ensuring service level metrics are achieved
• Ensure operational readiness for volume shifts, process updates, system changes, and new launches
• Act as senior escalation point for complex or high-impact customer issues, ensuring timely resolution
• Ensure consistent achievement of SLAs, KPIs, and service performance targets
• Monitor service metrics, identify trends, risks, and root causes, and drive corrective actions
• Prepare, analyse, and present customer and internal performance reporting, diagnostics, and insights
• Support demand, capacity, and workforce discussions through data-driven analysis
• Build and maintain strong relationships with internal and external stakeholders
• Lead or contribute to service review meetings, including preparation of insights, action plans, and documentation
• Partner cross‑functionally to resolve service challenges and improve operational processes
• Support RFP responses, solution design, and client onboarding or transition activities as required
• Drive root cause analysis and continuous improvement initiatives aligned to service outcomes
• Lead or support change initiatives, ensuring smooth implementation and stakeholder alignment
• Act as a subject matter expert on products, services, and operational capabilities
• Provide coaching, guidance, and quality feedback to specialists or junior team members
• Role model service excellence, customer advocacy, and operational best practices
• Support the development of service capability, consistency, and performance culture

Benefits

• Market competitive salary.
• Great career growth and development opportunities in a global organization.
• Hybrid schedule with 2 in the office per week.
• Generous insurance (health, disability, life).
• Paid holidays, time-off, and leave policies for life events (maternity, paternity, adoption).
• Paid volunteering opportunities (5 days per year).

What This Job Offers

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