Director of Delivery Center Operations

Pinnacle Group exists to connect people with opportunity. For the last 25 years, we've done exactly that by living our core values of putting people first, delivering excellence in all we do, and giving back to the communities in which we live and work. We are a leading workforce solutions company supporting the talent needs of global leaders in financial services, technology, communications, utilities, and transportation and we are one of the largest women and minority-owned companies in our industry. Our team of service-driven, energetic, and diverse professionals is well-respected in our industry and our leadership team is aligned and focused on taking the company to the next level. If you're looking for a new opportunity where you can truly make a difference, we hope you'll apply for a position with us.

Job Summary

• Lead the Delivery Center as a high-impact operational leader responsible for driving consistent recruiting output, delivery quality, and measurable business results. 

• Ensure the organization is positioned to provide candidate resumes to all jobs per month through disciplined production management, leadership accountability, and proactive issue resolution. 

• Oversee delivery activity capable of producing roughly 1,000+ resume submissions per month while maintaining submission quality, client alignment, compliance standards, and conversion effectiveness. 

• Bring current, hands-on leadership experience running a comparable recruiting delivery function today, with the ability to immediately assess performance gaps and implement scalable operating rhythms.

• Lead and manage Recruiting Managers and/or Team Leads responsible for driving US IT staffing delivery across MSP/VMS and direct client environments. 

• Provide senior leadership over the Delivery Center’s monthly production goals, including start targets, resume submission volume, recruiter productivity, leadership effectiveness, and overall delivery health. 

• Hold Recruiting Managers/Team Leads accountable for team performance, KPI execution, recruiter productivity, delivery quality, and consistent adherence to operating rhythms. 

• Own delivery performance across assigned business areas, including submittals, interviews, offers, starts, fill ratios, aging requisitions, quality, speed, and overall client delivery health. 

• Establish, enforce, and inspect KPI expectations, activity standards, SLA compliance, delivery scorecard performance, and weekly performance reviews across recruiting leadership teams. 

• Partner with senior stakeholders and executive leadership to communicate delivery performance, risks, trends, capacity, market challenges, and action plans. 

• Ensure Recruiting Managers/Team Leads are effectively coaching recruiters on search strategy, intake discipline, candidate quality, submittal calibration, closing, and client communication. 

• Drive requisition prioritization, workload balancing, delivery coverage, escalation management, and resource allocation through Recruiting Managers and Team Leads. 

• Identify delivery gaps early and work with recruiting leadership to implement corrective action plans for aging roles, low submittal volume, poor interview conversion, offer declines, weak activity, or missed KPIs. 

• Strengthen operational discipline across reporting, forecasting, pipeline management, scorecard inspection, delivery meetings, and performance accountability. 

• Ensure recruiting leadership teams understand and enforce client requirements, MSP/VMS compliance expectations, rate structures, submission rules, candidate ownership, and delivery standards. 

• Use market intelligence, recruiting analytics, and performance trends to guide delivery strategy, improve decision-making, and strengthen stakeholder alignment. 

• Partner cross-functionally with sales, account leadership, operations, compliance, onboarding, and HR to ensure smooth execution from requirement intake through candidate start. 

• Build a high-accountability leadership culture that balances urgency, ownership, coaching, professional development, and consistent delivery execution. 

Qualifications

• 10+ years of recruiting, staffing, or talent delivery experience, with significant experience in an staffing agency environment. 

• Proven success leading recruiting teams supporting US IT staffing requirements in high-volume, metrics-driven environments. 

• Strong experience working within MSP/VMS programs, including requisition management, submittal rules, compliance requirements, scorecards, SLAs, and client-driven delivery expectations. 

• Must be currently leading or recently have led a comparable high-volume staffing delivery organization with accountability for monthly starts, submission volume, recruiter productivity, and multi-layer delivery leadership. 

• Knowledge of W2 recruiting, contractor hiring, candidate pipelines, rate alignment, submittal quality, interview conversion, offer management, and starts. 

• Demonstrated ability to manage delivery through KPIs, dashboards, recruiter productivity metrics, pipeline health, aging requisition reviews, and executive reporting. 

• Experience leading recruiting managers/team leads, or senior recruiters, with the ability to coach leaders and improve performance across multiple layers of delivery. 

• Strong stakeholder management skills, including the ability to communicate clearly with executive leadership, account teams, clients, and internal delivery teams. 

• Ability to proactively diagnose delivery problems quickly, create action plans, manage escalations, and drive measurable improvement. 

• Strong understanding of staffing economics, including rate discipline, candidate compensation alignment, delivery quality, and the business impact of speed, fill ratio, and starts. 

• Excellent leadership skills with the ability to motivate teams, hold leaders accountable, develop talent, and create a culture of ownership and urgency. 

• Highly data-driven, organized, decisive, and comfortable operating in a fast-moving staffing environment with shifting priorities and high expectations.