Manager, Delivery Services (Hybrid)

Job Summary The Manager, Delivery Services oversees day‑to‑day operations, workflow, and performance of the Research and Resume teams and supervises team members. The role ensures work is completed accurately, efficiently, and within established service levels while supporting continuous improvement, operational excellence, and consistent delivery. The successful candidate is curious, adaptable, and committed to continuous improvement. They leverage technology and emerging tools to enhance research and resume service delivery, team effectiveness, and operational efficiency. The leader embraces innovation, evaluates new approaches thoughtfully, balances experimentation with sound judgment and accountability, and fosters a culture of learning, collaboration, and continuous improvement. Location & Travel Ideal candidates will be located in the Greater St. Louis metropolitan area. This hybrid position requires regular travel to our Chesterfield office on a weekly or bi‑weekly basis. The role is full‑time, exempt and offers a comprehensive benefits package. If a qualified candidate is not identified in the St. Louis area, applicants residing in AL, CA, FL, GA, IL, MO, MI, NC, NJ, NY, TX, and WA will also be considered. Key Responsibilities Team Leadership & Performance Management Directly 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. Workflow & Service Delivery Management Oversees 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. Quality & Operational Excellence Reinforces 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. Capacity Planning & Resource Coordination Assists 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. Cross‑Functional Collaboration Partners 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. Other Duties Performs 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. Equal Opportunity & Diversity Statement 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. #J-18808-Ljbffr UNESCO Institute for Statistics