Project Delivery Manager - Operations

Job Title: Project Delivery Manager - Operations

Job Type: Full-time – CST Time Zone (06:00pm to 03:00am)
Location: Barki Road near DHA Phase 8

About the Role:

We're seeking a high-performing and quality-driven Project Delivery Manager - Operations to lead operational delivery for U.S.-based client portfolios across retail, food chains, franchise operations, and other multi-location businesses. This role will be responsible for managing multiple teams, reviewing team output, driving operational excellence, and ensuring consistent achievement of KPIs, SLAs, quality standards, and client expectations in a fast-paced BPO environment.

Key Responsibilities:

Operations Delivery & Team Management

- Lead and manage multiple operational teams supporting a strategic, high-value U.S.-based client portfolio.

- Review team output, monitor daily delivery, and ensure work is completed accurately, timely, and in line with client expectations.

- Drive consistent achievement and improvement of KPIs, SLAs, productivity targets, turnaround times, and quality benchmarks.

- Build a culture of accountability, ownership, service excellence, and continuous improvement across all teams.

Client Management & Governance

- Serve as a key client-facing delivery leader and maintain strong, trust-based relationships with U.S. client stakeholders.

- Lead governance meetings, performance reviews, escalations, operational updates, and action-plan follow-ups.

- Ensure client requirements, priorities, risks, and expectations are clearly understood, documented, and delivered by the operations teams.

Performance, Quality & Process Improvement

- Analyze performance dashboards, quality reports, operational metrics, and team productivity data to identify gaps and improvement opportunities.

- Implement corrective actions, quality controls, process improvements, and automation initiatives to optimize workflows and reduce operational costs.

- Ensure strict adherence to data security, compliance standards, client requirements, and organizational policies.

People, Workforce & Operational Planning

- Partner with HR and L&D teams to support hiring, onboarding, training, coaching, performance management, and leadership development.

- Manage workforce planning, scheduling, capacity utilization, attrition control, employee engagement, and staffing alignment with U.S. business-hour requirements.

Requirements:

- Bachelor's degree in Business Administration, Management, Operations, or a related field;

- Master's degree is preferred.

- 10-12 years of progressive experience in BPO operations, including 5-7 years in managerial or senior delivery leadership roles.

- Proven experience managing large-scale operations and high-value international client accounts, preferably U.S.-based clients.

- Demonstrated ability to lead large, diverse, and multi-layered teams with strong focus on quality, performance, and delivery discipline.

- Strong track record of improving KPIs, SLAs, quality scores, productivity, employee engagement, and attrition outcomes.

- Experience working with enterprise-level clients and high-revenue accounts will be highly preferred.

- Excellent communication, leadership, stakeholder management, problem-solving, and decision-making skills.

- Flexibility and willingness to work night shifts aligned with U.S. time zones.

Technical Skills:

- Advanced proficiency in project and workflow management tools such as Jira, Asana, Trello, and Microsoft Project.

- Strong expertise in reporting and analytics tools including Microsoft Excel, Power BI, Tableau, or similar platforms.

- Ability to interpret operational dashboards and convert data into actionable insights for performance improvement.

Key Competencies:

- Quality-driven leadership and operational excellence.

- Strategic thinking with strong execution capability.

- Advanced client relationship and stakeholder management.

- Data-driven decision-making and performance optimization.

- Strong problem-solving, critical thinking, and escalation management skills.

- High adaptability in a dynamic, fast-paced BPO environment.