Sr Delivery Manager

The Engagement Executive ensures that the technical solutions developed by the engineering team align seamlessly with the operational needs of front-line agents, team leads, and executive leadership. You will lead change strategies, manage executive and operational stakeholders, monitor program KPIs, and drive continuous adoption across call centers and field agent networks.

Key Responsibilities:

Strategic Stakeholder & Relationship Management:

• Build strong partnerships with Operations Leads, Contact Center Directors, Product Owners, and IT Leadership.

• Serve as the single point of contact (SPOC) for operational business units transitioning onto the modernized agent platform.

• Align program roadmaps with broader organizational goals, balancing business feature requests with technical delivery constraints.

Operational Change Management & Adoption:

• Design and execute change management, communication, and training enablement frameworks across agent tiers.

• Partner with operational readiness teams to minimize agent friction, decrease time-to-competency on new platforms, and mitigate resistance.

• Establish feedback loops (surveys, focus groups) to capture front-line agent sentiment and translate operational pain points into actionable backlog items.

Program Delivery & Alignment

• Monitor modernization milestones, risks, dependencies, and business readiness indicators across deployment waves.

• Facilitate Executive Steering Committee updates, performance reviews, and cross-functional alignment workshops.

• Ensure third-party technology vendor partners stay aligned with contract deliverables, KPIs, and service level agreements (SLAs).

Value Realization & Analytics

• Track modernization success metrics, such as Average Handle Time (AHT), First Contact Resolution (FCR), Agent CSAT/eNPS, and Platform Onboarding Time.

• Ensure the modernization initiative delivers its expected ROI (e.g., operational cost reduction, higher agent retention, lower error rates).