Service Delivery Ops Manager (Digital Marketing)

Description

The Regional Cross-Functional (XFN) is responsible for leading the Sales Enablement, QA, AOS and PGO (program operations) roles within the region. As the XFN Lead, you will be directly reporting to the Operations Manager and need to have a deep understanding of business needs, priorities and challenges. You are responsible for collaborating with the Global QA/AOS/SE Leads to execute and drive global priorities regionally while also balancing them against regional priorities. You will be responsible for ensuring compliance to XFN operating models and that your reports are fulfilling all their roles and responsibilities while meeting the defined OKRs for their roles. You will need to have clear alignment with the Sales Functional Leads to ensure that QA, Sales Enablement, AOS and PGO functions are focusing on the right initiatives to drive the most productivity and efficiency impact for the business.

Responsibilities

Meet defined OKRs for Sales Enablement, PGO, QA and AOS Leads

• Ensure that regional leads are meeting objectives set forth at the beginning of the quarter as it relates to program and regional expectations, taking corrective action when necessary.
• Own end to end performance of regional managers (and ICs), creating relevant tracking mechanisms to ensure teams are operating within scope & performing against expectations.
• Provide holistic status updates and OKR performance to the Operations Manager and XFN Leadership team through an effective governance process

Ensure that operating models are adhered to

• Ensure compliance to XFN operating models and R&Rs
• Meet regularly with other XFN Leads in other regions to drive consistency in XFN processes
• Identify, raise and execute regional process nuances where applicable

Ensure Alignment on XFN Priorities and Processes

• Collaborate with ACN Global QA/AOS/SE Leads to execute and drive global priorities regionally
• Ensure XFN regional priorities do not conflict with XFN global priorities
• Meet regularly with Operations Manager and Sales Function Leads to ensure deep understanding of business priorities in order to provide guidance to XFN team on what initiatives will drive the most impact for sales
• Meet regularly with XFN leadership to ensure progress on OKRs, alignment on priorities and present any gaps in operations
• Meet regularly with other XFN Leads in other regions to drive consistency in XFN processes

Hire, Onboard and Manage Team

• Ensure that new joiners are equipped with the right skills set and domain expertise based on standard JDs
• Ensure that new joiners complete a robust onboarding and training plan
• Ensure that direct reports meet OKRs through regular feedback and performance coaching
• Complete personnel assessment on a regular basis and create action plans to address any performance gaps

• Excellent communication skills and comfort in presenting key findings to leadership level stakeholders. You should be able to clearly and concisely articulate performance of the XFN team in a holistic manner
• Excellent people management and coaching skills as you will be overseeing multiple leadership roles
• Strategic problem solving skills as you will be tasked to drive business impact for the XFN Team.
• Excellent project management skills with the ability to prioritize competing priorities and find synergies where they exist
• Excellent stakeholder management with the confidence to push back when an ask is not aligned with the defined strategic priorities or out of scope for your teams
• Agility and ability to quickly adapt to business needs
• High/business level English and Mandarin proficiency.

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