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The Operations Delivery Manager will have the following responsibilities:

Manage Trust and Safety Operations Delivery for a large Social Media Platform.
This role has direct managerial responsibility over supervisory personnel, and has an oversight of a group of 200+ individuals.
Serve as the primary client contact for service level or other contracted metrics and take responsibility for issue resolution globally.
Involved in setting strategic direction and establishing short long term goals for client projects
Interact with senior management at client and within Accenture across locations, including negotiating or influencing significant matters
Broad latitude in decision making and determining objectives and approaches to critical projects
Manage large global teams and work efforts at client and Accenture locations
Monitor forecasted and actual service levels proactively to ensure noiseless delivery
Assume responsibility for oversight of planning of financials.
Oversee processes and establish best practices, policies, and guidelines as well as being able to take initiative in adapting these to ever changing organizational needs. Drive organizational changes globally.
Key contact point to work with other internal Accenture functions
Escalation point for all verticals
Drive Insights, innovation governance and issue risk management
Drive process changes and provide regular updates as per client reporting requirements
Resource management and people development

Basic Qualifications

Minimum of 6 years of experience in a client facing role
Minimum of 6 years of team management experience managing a team
Minimum of 6 years of experience with managing SLA and or quality metrics

Preferred Qualifications:

Bachelor s degree
Experience designing, implementing, and running service and support model
Experience in the social media industry
Content moderation experience
Outsourcing operations experience
Experience leading a global team
Experience with workforce management tools or systems

Professional Skills

Strong customer service focus
Ability to manage a large team to include management of supervisory personnel
Ability to convert opportunities into solutions
Ability to work in a fast paced and deadline driven environment
Proven ability to build, manage and foster a team oriented environment
Proven ability to work creatively and analytically in a problem solving environment
Excellent communication written and oral and interpersonal skills
Excellent leadership and management skills
Experience in developing establishing processes and enforcing adherence to processes policies
Ability to lead by influence with regards to change management, process revision, policy compliance adherence, etc.
Ability to quickly become proficient in client processes and related systems

As required by Colorado law under the Equal Pay for Equal Work Act, Accenture provides a reasonable range of compensation for roles that may be hired in Colorado. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific office location. For the state of Colorado only, the range of starting pay for this role is $73, 764- 170,100.00 and information on benefits offered is here.

COVID-19 update:

The safety and well-being of our candidates, our people and their families continues to be a top priority. Until travel restrictions change, interviews will continue to be conducted virtually.

Subject to applicable law, please be aware that Accenture requires all employees to be fully vaccinated as a condition of employment. Accenture will consider requests for accommodation to this vaccination requirement during the recruiting process.

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Inclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and more creative, which helps us better serve our clients and our communities. Read more here

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