Senior Manager – Service Delivery - (Sales & Customer Experience)

Position Overview:The Senior Manager of Service Delivery will lead operational performance for AT&T programs focused on sales effectiveness, customer experience, compliance, and client metrics delivery. This role requires a highly analytical, detail-oriented leader who can convert data into actionable strategies that drive measurable improvements.The Senior Manager will partner closely with cross-functional teams, internal leadership, and client stakeholders to ensure flawless execution, operational excellence, and consistent achievement of contractual performance metrics.Key Responsibilities:Service Delivery & Client Performance· Own all client-facing KPIs for sales, customer experience, quality, and compliance within the AT&T program.· Monitor daily, weekly, and monthly operational metrics; identify trends, gaps, and opportunities for improvement.· Create detailed action plans to drive sales conversion, customer satisfaction, process compliance, and efficiency.· Ensure alignment with AT&T expectations, standards, and zero-tolerance policies.Operational Excellence & Continuous Improvement· Implement Lean/Operations Excellence practices to simplify processes, reduce defects, and enhance productivity.· Conduct root-cause analysis on performance failures and partner with Quality, Training, and Operations teams to implement corrective actions.· Optimize workflow design, SOPs, and cross-functional coordination for consistent delivery outcomes.Leadership & People Management:· Lead and develop a high-performing team of supervisors/managers to meet performance targets.· Provide coaching, performance feedback, and career development guidance.· Promote a culture of accountability, adaptability, and excellence.Data Analytics & Reporting· Perform advanced analysis using Excel/Power BI/other tools to evaluate metrics at a micro-level.· Build dashboards, performance readouts, and client-ready reports outlining insights and improvement plans.· Translate complex data into clear, actionable recommendations.Required Skills & Competencies:· Critical Thinking & Problem Solving: Ability to identify issues quickly, think strategically, and create effective solutions.· Advanced Microsoft Skills: Excel (VLOOKUP, Pivot Tables, PowerPoint, and data presentation.· Data Analysis Expertise: Comfortable analyzing large datasets, interpreting trends, and developing insights.· Operational Excellence Mindset: Experience with process improvement, quality frameworks, or lean methodologies.· Leadership Excellence: Strong coaching, motivation, and team-building capabilities.· Adaptability & Flexibility: Able to work in high-pressure environments with shifting priorities.· Exceptional Communication: Professional, clear, and confident client-facing communication.Minimum Requirements:· 4+ years of management experience (supervisor level or above).· Prior AT&T experience required OR strong experience with another major telecommunications provider.· Minimum 3 years working in telecom operations, customer experience, or sales delivery.· Proven experience managing client metrics and operational KPIs.· Plus, if for NALATAM interviewees, possess a valid U.S. visa to allow international travel for business needs (if required).· Prior experience in a Service Delivery, Operations Excellence, or Business Insights role is strongly preferred.Preferred Qualifications:· Experience in outsourced vendor environments or large enterprise telecommunications programs.· Familiarity with Verint, Salesforce, AT&T portals, or similar enterprise ecosystems.· Knowledge of quality monitoring, compliance frameworks, and customer lifecycle processes.· Certifications in Lean Six Sigma, COPC, or similar (preferred but not required).What We Offer:· Opportunity to work with a global telecommunications client.· Career growth in a high-visibility role with senior leadership exposure.· A dynamic environment driven by analytics, performance, and operational excellence.