Manager of Client Delivery & Process Improvement

Role Description

This is a remote position.

This is not a process analyst role. This is a builder role. You will own how work moves, how clients experience us, and how we get better — month after month.

Fusion Growth Partners is a fast-moving marketing and operations agency that builds and runs complete growth systems for our clients. We have a strong execution team, experienced project managers, and real momentum — and we’re bringing in someone sharp to make it all run better.

You will sit as a peer to our execution leads and project managers. No managing down. You win through influence, data, and trust. Your single obsession: make every client delivery faster, tighter, and more impressive than the one before it.

This role has a clear growth path. We are building toward a VP of Operations and eventually a Chief Delivery Officer role. The right person will be the obvious choice for that seat. If you want a launchpad, not a landing spot, this is the right move.

What You’ll Own

• Map and document every core delivery workflow — from ticket intake through every department hand-off to final client output.
• Instrument those workflows with metrics that matter: turnaround time, hand-off failure points, rework rate, and client experience moments.
• Partner with execution leads and project managers to redesign broken or slow processes and drive adoption without direct authority.
• Optimize the coordination of offshore and onshore staff across every workflow.
• Design the delivery experience for new and existing services with one explicit goal: wow the client, not just meet spec.
• Find where cost can be reduced without degrading quality — and identify where added investment buys disproportionate client delight.
• Build the systems and reporting that give leadership clear visibility into delivery health at any moment.

Qualifications

• 3–6 years in delivery operations, agency or BPO operations, process improvement, or operations consulting at a services company — not a factory floor.
• Direct, hands-on experience coordinating offshore and onshore teams. This is non-negotiable.
• Strong project management foundation; comfortable as a true peer to experienced PMs.
• Demonstrated ability to redesign workflows and get adoption through influence, not authority.
• Sharp instincts for team dynamics and the human side of process change.
• High technical fluency — you build and instrument processes in real systems, read the data, and find the bottleneck. Lean Six Sigma Green Belt is a useful signal but not a requirement.
• Hungry, career-minded, and genuinely motivated to grow into a senior operations leadership role.

Requirements

• You have done this before — really done it. Not documented processes from the outside, but gone inside a broken workflow, redesigned it, dealt with the resistance, and got the team to actually change how they work. You can tell us a specific story about it.
• The non-negotiables: Direct, hands-on experience coordinating both offshore and onshore teams. If you have only managed domestic teams, this is not the right role.
• You know how to win without a title. This role has no direct reports. You will be working as a peer to experienced execution leads and project managers.
• You have rebuilt something inside a real system — not on a whiteboard. You can get inside workflow tools, instrument a process with metrics, find the bottleneck, and fix it.
• You understand people as much as you understand process. The best candidate will talk about team dynamics, communication, and the human side of change almost as much as they talk about systems.
• Your background is in services, not manufacturing. Lean thinking from a factory floor is the wrong instinct here.
• You are 3 to 6 years into your career. Experienced enough to have real scar tissue from process work. Hungry enough to want to build something and grow into a senior leadership role.
• When you apply, tell us about a process you fixed. What was broken, what you changed, how you got the team on board, and what the result was.

Benefits

• Health, Dental, Vision, PTO, 401K