Manager, Delivery Service Operations (Hybrid)

Job Description

Job Description:\n\nIMPACT Group is a certified woman-owned career coaching firm based in St. Louis, MO that focuses on relocation, leadership development, and outplacement solutions. Our team of 300+ is united on one idea: People can succeed professionally and personally even through difficult career challenges and transitions. We are building a better world by empowering people to find and grow great careers. As employees transition in, within, and out of a company, IMPACT Group coaching programs make a difference, helping people along their career path and move into desirable roles – working in their hometown, remotely or literally, anywhere in the world. We’re on a mission to maximize human potential in an increasingly tech-enabled world. While partnering with companies of all sizes – large and small, national and global – our business model emphasizes the importance of human connections. Join IMPACT Group and you’ll be helping others move their careers forward! Ideal candidates will be located in the Greater St. Louis metropolitan area. This hybrid position requires regular travel to our Chesterfield, MO office on a weekly or bi-weekly basis. This is a full-time, exempt position offering a comprehensive benefits package.If a qualified candidate is not identified in the St. Louis area, we will also consider applicants residing in the following states: AL, CA, FL, GA, IL, MO, MI, NC, NJ, NY, TX, WAJob Summary: The Manager, Delivery Services is responsible for overseeing the day-to-day operations, workflow, and performance of the Research and Resume teams and supervision of team members. This role ensures work is completed accurately, efficiently, and within established service levels while supporting team development, operational excellence, and consistent service delivery.The successful candidate is curious, adaptable, and committed to continuous improvement. They are interested in leveraging technology and emerging tools to enhance service delivery of research and resume, team effectiveness, and operational efficiency. This leader embraces innovation, evaluates new approaches thoughtfully, and balances experimentation with sound judgment and accountability.Comfortable navigating change and evolving priorities, the Manager fosters a culture of learning, collaboration, and continuous improvement. They encourage new ideas, support process optimization, and help teams adapt to changing business needs while maintaining a focus on quality and results.Key Responsibilities: 1. Team Leadership & Performance ManagementDirectly supervises team members within the Research and Résumé Delivery functions. Provides coaching, guidance, performance feedback, and professional development support. Conducts regular one-on-one meetings and performance discussions. Establishes clear expectations and supports accountability for team and individual results. Promotes employee engagement, recognition, and retention initiatives. 2. Workflow & Service Delivery ManagementOversees daily workflow, work assignments, and task prioritization. Monitors team productivity, throughput, and service-level performance. Balances workload across team members to ensure timely completion of deliverables. Identifies and escalates operational issues and resource constraints as appropriate. Ensures consistent execution of established processes and procedures. 3. Quality & Operational ExcellenceReinforces quality standards and best practices across service delivery teams. Reviews performance metrics and identifies opportunities for improvement. Partners with Quality and Operations leaders to address service or quality concerns. Supports implementation of process improvements that increase efficiency, effectiveness, and consistency. Promotes a culture of accountability, accuracy, and continuous improvement. 4. Capacity Planning & Resource CoordinationAssists with forecasting workload and staffing needs. Monitors team capacity and utilization to maintain service commitments. Coordinates cross-training and resource allocation to support operational requirements. Communicates staffing and workload trends to leadership. 5. Cross-Functional CollaborationPartners with Coaching, Quality, Training, and Operations teams to support participant outcomes. Communicates operational challenges, trends, and recommendations to leadership. Supports implementation of departmental initiatives and process improvements. Assists with special projects and operational priorities as assigned. 6. Other DutiesPerforms other duties as assigned. Qualifications:Bachelor’s degree or equivalent combination of education and relevant experience. 2–5 years of supervisory or team leadership experience. Experience managing workflow, productivity, and service delivery in a fast-paced environment. Demonstrated ability to coach, develop, and support employee performance. Strong organizational, communication, and problem-solving skills. Experience using metrics, reporting, and data to drive performance and decision-making. Proficiency with Microsoft Office applications. Ability to manage multiple priorities and adapt to changing business needs. Interest in leveraging technology, including AI-enabled tools, to improve processes and outcomes. What Makes You a Great Fit: You enjoy leading and developing teams, helping others succeed through coaching, feedback, and support. You use data and performance metrics to identify opportunities, solve problems, and drive results. You thrive in fast-paced environments and can effectively balance multiple priorities while maintaining quality standards. You are comfortable learning and adopting new technologies, including AI-enabled tools and process automation solutions. You approach challenges with curiosity, adaptability, and a continuous improvement mindset. Please read more about us at IMPACT Group, we believe that diversity drives innovation—and that work should be accessible to everyone. We are an Equal Opportunity Employer committed to equity and inclusion across race, ethnicity, gender, sexual orientation, gender identity, disability, age, neurodiversity, veteran status, and every intersection in between.We support flexible, remote, and hybrid work arrangements and are intentional about creating an environment where all team members—whether in-office or remote—can contribute fully and thrive.Accessibility is a priority. If you need accommodations during the application or interview process, or while working with us, we’ll partner with you to ensure a barrier-free experience.We know that people are at the heart of every successful transition—whether it's relocation, career change, or professional development, we are committed to building a team that reflects the diverse individuals and communities we serve across the globe. Applicant Data Disclosure & Privacy Notice (GDPR + CPRA) This Applicant Data Disclosure & Privacy Notice (“Notice”) explains how IMPACT Group (“Company,” “we,” “our,” or “us”) collects, uses, shares, retains, and protects personal data in connection with our recruiting and hiring process, including when you apply for a job through our applicant tracking system (“ATS”). This Notice applies to applicants, candidates, and individuals interacting with our recruitment process (“Applicants”). 1) Who We Are (Controller / Business) Company Name: IMPACT Group Address: 12977 North Outer 40 Drive, Suite 300, St. Louis, MO 63141 United States Email: View email address on ziprecruiter.com Phone: View phone number on ziprecruiter.com GDPR Data Controller For individuals located in the European Economic Area (EEA), United Kingdom, or Switzerland, IMPACT Group is the data controller of your personal data. California CPRA Business For California residents, IMPACT Group is a “business” as defined under the California Privacy Rights Act (“CPRA”). 2) Categories of Personal Data We Collect We may collect the following categories of personal data from you, depending on the role and recruitment stage: A. Identifiers & Contact Information • Name, email address, phone number• Mailing address (if provided)• Online identifiers (e.g., IP address, device identifiers) B. Professional & Employment-Related Information • Resume/CV, cover letter, work history, education• Certifications, languages, skills, portfolio, writing samples• References and referral information (if provided) C. Recruiting Process Information • Interview notes, assessment results, communications• Application status, scheduling history, outcomes D. Sensitive Personal Information (Only When Permitted/Required) We may collect limited sensitive personal data only where permitted by law and/or relevant to the hiring process, such as:• Disability or accommodation needs• Work authorization/immigration status (as required)• Diversity/equal opportunity data (optional, where applicable)• Background check results (only after applicable notice/authorization)We do not use sensitive personal information to infer characteristics about you for unrelated purposes. E. Technical & Usage Data (ATS and Website) • Log data, browser type, operating system• Interaction data within our career site/ATS 3) Sources of Personal Data We collect personal data from:• You directly (applications, communications, interviews)• Recruiting sources you authorize (e.g., LinkedIn or job boards)• Referees you provide (where permitted)• Service providers supporting recruiting (e.g., ATS, assessments)• Background check providers (only where applicable and authorized) 4) Purposes for Using Personal Data We use your personal data to:1. Process your application and evaluate your qualifications2. Communicate with you about roles, interviews, and outcomes3. Conduct interviews and assessments (where applicable)4. Verify information provided (e.g., references, work eligibility)5. Perform background checks (only when permitted/authorized)6. Comply with legal obligations, including employment and recordkeeping laws7. Improve our recruiting process, including system administration, analytics, and security8. Maintain talent pools (with your consent where required) 5) Legal Bases for Processing (GDPR) If you are located in the EEA/UK/Switzerland, we process your personal data under one or more of these legal bases:• Legitimate Interests: to manage recruitment, assess candidates, and secure our systems• Contract / Pre-contractual Steps: to take steps at your request prior to entering an employment contract• Legal Obligation: to comply with employment, tax, immigration, and equal opportunity laws• Consent: for certain optional activities (e.g., keeping you in a talent pool, diversity data where required)You may withdraw consent at any time where processing is based on consent, without affecting the lawfulness of prior processing. 6) CPRA Notice at Collection (California Applicants) If you are a California resident, the CPRA requires that we disclose the categories of personal information collected and the purposes for which it is used.We collect the categories listed in Section 2 above for the business purposes described in Section 4, including:• recruiting and hiring decisions,• security and fraud prevention,• legal compliance,• internal operational purposes.We do not sell your personal information.We do not share your personal information for cross-context behavioral advertising (as defined by the CPRA). 7) How We Disclose/Share Personal Data We may disclose personal data to:A. Internal Stakeholders• HR, recruiting staff, hiring managers, and interviewers• Internal legal, IT, finance, and security staff (as needed)B. Service Providers / ProcessorsWe use vetted third-party providers that support recruitment, such as:• Applicant Tracking System provider• Interview scheduling tools• Video conferencing platforms• Skills/assessment providers• Background check providers (where applicable)These parties are required to use personal data only to provide services to us and to protect it appropriately.C. Legal and Compliance DisclosuresWe may disclose data if required to comply with law, regulation, legal process, or government requests, or to protect rights and safety.D. Corporate TransactionsIf we are involved in a merger, acquisition, or asset sale, your data may be transferred as part of that transaction, subject to confidentiality protections. 8) Automated Decision-Making We do not make hiring decisions based solely on automated decision-making that produces legal or similarly significant effects.If we use automated tools to assist with recruiting (for example, to help sort applications), they are used with human review and appropriate safeguards. 9) Data Retention We retain applicant data only as long as reasonably necessary for recruiting and legal compliance.Typical retention periods:• Unsuccessful candidates: [e.g., 1–3 years] after the hiring decision• Hired candidates: data may be transferred into personnel files and retained per employment record retention rules• Talent pools: retained until you request deletion or after [e.g., 2 years] of inactivity, whichever occurs firstRetention may vary by jurisdiction and legal requirements. 10) International Transfers (GDPR) Because we are U.S.-based, your information may be transferred to and processed in the United States or other countries where we or our service providers operate.Where required under GDPR, we use appropriate safeguards such as:• Standard Contractual Clauses (SCCs) approved by the European Commission, and/or• Other legally recognized transfer mechanismsYou may request more information about these safeguards by contacting us. 11) Your Rights A. GDPR Rights (EEA/UK/Switzerland)You may have the right to:• Access your personal data• Correct inaccurate or incomplete personal data• Request deletion (“right to be forgotten”)• Restrict processing• Object to processing (including based on legitimate interests)• Data portability (where applicable)• Lodge a complaint with your local supervisory authorityB. CPRA Rights (California Residents)You may have the right to:• Know what personal information we collect, use, and disclose• Access specific pieces of personal information• Delete personal information (subject to exceptions)• Correct inaccurate personal information• Limit the use and disclosure of sensitive personal information (where applicable)• Not be discriminated against for exercising your privacy rightsTo exercise your rights, contact us using the information in Section 12. 12) How to Submit a Privacy Request To exercise privacy rights, please contact:Email: View email address on ziprecruiter.com Subject Line: “Applicant Privacy Request”Mail: 12977 North Outer 40 Drive, Suite 300, St. Louis, MO 63141 United StatesWe may need to verify your identity before fulfilling your request. If you use an authorized agent (California), we may request proof of authorization. 13) Security Measures We use reasonable administrative, technical, and organizational safeguards designed to protect applicant data, such as a