Senior Manager, Services Operations

Serve as the senior CX Excellence partner to Implementation Services leadership, shaping how strategy turns into operational outcomes Own outcome accountability for CX Excellence initiatives supporting Implementation Services, ensuring work delivers real, measurable impact Frame and facilitate enterprise-level decisions, integrating capacity, readiness, analytics, and operational inputs into clear options and trade-offs Drive prioritization and sequencing of CXE work, balancing Implementation Services needs with enterprise constraints and CX strategy Ensure initiatives have clear outcome commitments, defined success measures, and sustained follow-through after delivery Lead benefits realization and performance reviews, identifying when to continue, adjust, or stop initiatives based on results Act as a trusted advisor to senior leaders, reducing coordination burden while improving decision quality and predictability Identify systemic opportunities to improve cost-to-serve, scalability, quality, and customer outcomes across Support Services Influence how the CX operating model evolves, helping design scalable ways of working as the business grows and changes 6+ years delivering complex programs and aligning teams with business strategy. Experience engaging directly with senior executives. Background in business partnering, operations, strategy, or program leadership, preferably in complex, matrixed environments. Ability to influence senior leaders, provide clear recommendations, frame trade-offs, and drive alignment without formal authority. Ability to travel up to 25% as needed. Demonstrated ability to connect strategy to execution, translating high-level direction into coordinated, adoptable operational action. Strong prioritization and systems-thinking skills, with the ability to see across workstreams, dependencies, and constraints. Operational credibility, with a solid understanding of service delivery, implementation, or customer-facing operations. Proven track record of driving adoption and change, not just launching initiatives but ensuring they are sustained in day-to-day behavior. Excellent communication and synthesis skills, able to distill complexity into clear, decision-ready narratives. Comfort operating in ambiguity, with the judgment to make progress when inputs are incomplete or competing. Data synthesis, analysis, and comfortable supporting the team in developing and reporting operational metrics