Sr Manager - Service Delivery

Company Description

About Sutherland

Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.

We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.

We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.

Sutherland

Unlocking digital performance. Delivering measurable results.

Job Description

We are seeking an experienced Senior Manager – Operations / Service Delivery with a strong retail background to lead large-scale call center operations. This leader will drive performance excellence, customer satisfaction, and operational efficiency across retail-focused programs including e-commerce, order management, omnichannel support, and customer care.

The ideal candidate is a strategic thinker with hands-on leadership experience managing high-performing teams in a fast-paced, KPI-driven retail environment.

Key Responsibilities:

🔹 Operational Leadership

Oversee end-to-end service delivery for retail accounts (voice, chat, email, social).

Drive consistent achievement of SLAs, KPIs, CSAT, NPS, AHT, FCR, and revenue targets.

Develop and execute operational strategies aligned with client and company goals.

Lead multiple Operations Managers and frontline teams (200–400+ FTEs).

🔹 Client & Stakeholder Management

Serve as primary point of contact for senior retail client stakeholders.

Conduct business reviews (WBRs, MBRs, QBRs).

Present performance insights, trends, and improvement plans.

Build strong, trusted partnerships with client executives.

🔹 Retail Expertise

Manage retail customer journeys including:

Order processing & tracking

Returns, refunds, and exchanges

Inventory and fulfillment coordination

Loyalty and promotions support

Peak season (Black Friday, Holiday surge) workforce planning

Ensure teams understand omnichannel retail environments.

🔹 Financial & Workforce Management

Own P&L performance and cost optimization.

Lead forecasting, capacity planning, and shrinkage management.

Improve productivity, quality, and margin performance.

🔹 Quality & Continuous Improvement

Drive process improvement initiatives.

Identify root causes and implement corrective actions.

Champion automation and digital transformation initiatives.

🔹 Talent Leadership

Build a strong leadership bench.

Drive engagement, retention, and succession planning.

Foster a culture of accountability, inclusion, and performance excellence.

Qualifications

• Bachelor’s degree or relevant experience
• At least 5 years of experience in Management
• Experience in change management, stakeholder management, and influencing people.
• Experience in managing projects and driving results.
• Strong oral and written communication, interpersonal, presentation and organization skills;
• Ability to communicate with all levels of staff, management, and senior leadership
• Proven ability to work in difficult or challenging situations.
• Highly motivated to take ownership and drive projects with passion and initiative.
• Demonstrated ability to lead and motivate teams of 200 or more.
• Capacity to think strategically and innovatively.