Senior Service Design & Operating Model Consultant

Wilmington, DE (Hybrid)

Full Time 

Position Overview

Help shape a scalable self-service operating model by analyzing current processes, learning a proprietary platform, documenting end-to-end workflows, and developing governance and service design artifacts that enable future growth and operational excellence.

What You'll Do

• Learn platform workflows through demonstrations, shadowing, guided testing, and simulated campaign scenarios
• Document in-platform activities and end-to-end activation workflows, including approvals, handoffs, data, content, and technology dependencies
• Lead service discovery, stakeholder engagement, current-state assessment, and evidence-based analysis
• Evaluate representative use cases to define self-service capabilities and operational boundaries
• Design service definitions, intake processes, prioritization, governance, escalation, and support models
• Create service blueprints, RACI matrices, decision-rights models, and phased implementation approaches
• Assess readiness across data, content, privacy, measurement, integrations, change management, and operational support
• Develop recommendations covering ownership, governance, resource models, risks, and implementation next steps

Required Qualifications

• 5+ years of experience in service design, operating-model development, operational transformation, business analysis, consulting, or a related field
• Demonstrated ability to rapidly learn and operationalize unfamiliar or proprietary platforms
• Experience discovering and documenting business processes through system exploration, observation, interviews, workshops, and hands-on testing
• Experience creating process maps, service blueprints, governance frameworks, RACI models, resource models, and implementation recommendations
• Strong analytical, facilitation, documentation, stakeholder management, and executive presentation skills
• Ability to work independently and maintain momentum in ambiguous environments

Preferred Qualifications

• Experience in paid media operations and orchestration
• Exposure to campaign operations, audience activation, MarTech, customer data platforms, or omnichannel orchestration
• Experience working with agencies, technology partners, external suppliers, or managed-service providers
• Experience in pharmaceutical, healthcare, or another highly regulated environment