Manager, Service Delivery – Workflows
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Job Description
Manager of Service Delivery overseeing end-to-end billing workflows at EnergyCAP, driving process improvement and team performance in a remote environment.
Responsibilities:
- Own Bill Retrieval and Bill Review workflows end to end, defining inputs, outputs, handoffs, and accountability across internal teams and BPO partners.
- Establish and maintain clear standards of work by documenting workflows, standard units of work, and operating procedures.
- Plan and manage delivery capacity and prioritization to meet demand across complex, high-volume billing workflows with minimal backlog and rework.
- Monitor and manage delivery performance through metrics, reviews, and operational reporting to ensure commitments are predictable and met.
- Lead team performance and accountability, including goal setting, coaching, feedback, and formal performance improvement plans when needed.
- Partner closely with BPO leaders to manage day-to-day execution, performance expectations, issue resolution, and shared accountability models.
- Lead rollout and adoption of process changes across internal teams and BPO partners, including communication, training coordination, and adherence tracking.
- Drive continuous improvement initiatives through process analysis, efficiency efforts, and sustained change adoption.
- Serve as an escalation owner for billing-related delivery issues, ensuring clear communication and timely resolution aligned with stakeholders.
- Stand up and stabilize billing workflows, including defining operating models, success metrics, and escalation paths.
- Implement standard units of work and time-and-motion studies to improve predictability and throughput.
- Lead efficiency and capacity optimization initiatives without increasing headcount.
- Design and roll out service delivery operating rhythms and performance frameworks.
- Support organizational change initiatives by translating strategy into executable delivery plans.
- Ensure long-term workflow maturity, sustaining improvements rather than delivering one-time fixes.
Requirements:
- 3–4+ years of experience leading service delivery, operations, or managed services teams in a complex, high-volume environment (SaaS preferred)
- Direct experience owning and managing end-to-end operational workflows as the accountable owner, not just a contributor
- Experience managing recurring, contracted service delivery work tied to assigned customers
- Hands-on experience working with BPO or outsourced service partners, including shared accountability and performance management
- Demonstrated ownership of people performance, including coaching, corrective action, and formal improvement plans
- Experience operating in fast-paced, ambiguous environments with competing priorities and incomplete information
- Strong operational and people management skills, including capacity planning, prioritization, and delivery against defined outcomes
- Ability to design and manage complex, multi-party workflows spanning internal teams, BPO partners, and downstream dependencies
- Process improvement expertise using structured methodologies such as Lean, Six Sigma, ITIL, or similar
- Understanding of billing-related workflows, including bill retrieval, bill review, exception handling, and escalation management (preferred)
- Ability to partner cross-functionally and externally to drive consistent execution and adoption.
Benefits:
- 100% company-paid Health, Dental & Vision coverage for you, plus competitive cost-sharing for your family
- Company-paid Life & LTD Insurance for peace of mind
- Adoption Grants and paid leave to support your growing family
- Wellness program offerings designed to strengthen your physical and mental health and overall well-being
- 401(k) with a 3% company match—helping you plan confidently for the future
- Monthly Connectivity Stipend so you can work seamlessly from anywhere
- Emergenetics Development Program to help you understand and leverage your strengths
- Tuition Assistance to fuel your continued learning and career growth
- Flexible Time Off so you can recharge and enjoy life outside of work
- A remote-first workplace that offers balance and flexibility, with the option to connect in-person at our offices
- Charitable contributions & matched giving to amplify your impact
- Paid community service hours—because giving back matters
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