Director, Global Services Operations & Excellence

at Prosci

In this role, you will build and lead Prosci's new Global Services Operations & Excellence team: the operational engine behind our training and advisory delivery worldwide and the owner of the client experience it produces. You will shape the team's charter, structure and operating model, and use it to turn delivery strategy into predictable, scalable and profitable execution across North America, EMEA and APAC. You also partner with the VP, Global Service Delivery, so they can focus on strategy, client relationships and growth.

Since our founding in 1994, Prosci has been laser-focused on change. By combining our deep understanding of people with a proven methodology rooted in the creation of the ADKAR® Model, we’ve helped countless people and organizations thrive. Our solutions empower customers with lasting change resiliency through a unique blend of training, advisory services, and licensing options, including Kaiya™, Prosci's expert change management AI tool.

At Prosci, we are a purpose-driven organization full of passionate, curious, and results-oriented people. Working at Prosci means being part of a dynamic team that is dedicated to our purpose of creating a world where change is done right. Join us and be part of a culture that thrives on continuous learning, growth, and making a difference.

Check out our website for more about our team and approach: https://www.prosci.com/about.

Key Responsibilities

Key role responsibilities include but are not limited to the following:

Run delivery operations and capacity

• Plan global capacity and resources for instructors and consultants.
• Forecast demand two or more quarters ahead.
• Schedule and staff public, virtual, onsite and advisory engagements across time zones.
• Manage the delivery lifecycle from sales-to-delivery handoff through logistics, delivery, close-out and billing handoff.
• Set up escalation paths and resolve delivery issues quickly, including cancellations, instructor gaps and client escalations.

Drive performance, quality and financials

• Define and report delivery KPIs: utilization, on-time delivery, cancellation and reschedule rates, CSAT/NPS, cost per delivery and delivery margin.
• Build and maintain operational dashboards for the VP and leadership team.
• Partner with Finance on delivery forecasts, budgets, cost control and revenue recognition.
• Review quality and financial results together so efficiency gains never come at the expense of the client experience.

Raise service delivery excellence

• Define what excellent Prosci delivery looks like and build a global delivery quality framework, including standards, session observations and quality audits.
• Establish and lead the instructor and consultant quality program: onboarding, certification, performance reviews, coaching and exit decisions.
• Own the client experience from booking through post-session follow-up.
• Run the client feedback loop: collect, analyze and act on feedback, and share insights with Product and Content.
• Track excellence metrics such as first-time-right delivery, repeat bookings and quality scores by instructor and consultant.
• Ensure clients receive a consistent Prosci experience in every region and format.

Build and lead the Global Services Operations & Excellence team

• Define the team's charter, scope and operating model, including how it works with regional delivery teams and the VP, Global Service Delivery.
• Design the team structure and roles, build the hiring plan, and recruit and onboard the founding team. [CONFIRM: planned team size and hiring phases]
• Bring existing operations, scheduling and quality activities into the team, with clear ownership and a smooth handover.
• Set the team's operating rhythm: planning cycles, governance forums, reporting cadence and decision rights.
• Design, document and improve global delivery processes and SOPs, balancing global standards with regional needs.
• Own or co-own delivery systems (PSA/ERP, scheduling, LMS, BI) and drive adoption.
• Identify and implement automation and AI opportunities that let delivery scale without growing headcount at the same rate.
• Lead, coach and develop a distributed team as it grows, building its capability and a culture of operational discipline and service excellence.
• Represent Service Delivery in cross-functional forums and stand in for the VP where needed.
• Lead change within the team and delivery network, applying the Prosci Methodology.

Based on this role’s scope and responsibilities, we are seeking candidates with the following minimum qualifications, skills, attributes, and competencies. Preferred qualifications are also noted.

Competencies

Drives Results: builds a team that delivers against agreed operational and financial targets.

Customer Focus: builds a client-first mindset in the team and delivery network.

Collaboration: builds strong working partnerships across Sales, Finance, Product and Content, and People.

Leads Change: builds the team's ability to adopt and sustain change.

Builds Effective Teams: forms a new team with a shared purpose, clear roles and strong accountability.

Develops Others: builds the team's skills through coaching and feedback.

Decision Quality: builds sound, data-informed decision making in the team.

Technical Skills

• Hands-on experience with PSA/ERP and BI tools, such as Certinia, Salesforce, Kantata, Power BI or Tableau.
• Strong financial acumen: delivery margin, forecasting, budgets and working with Finance.
• Capacity planning, scheduling and utilization management for a delivery workforce of employees and/or contractors.
• Process design and improvement; Lean, Six Sigma or ITIL knowledge is a plus.
• Experience applying automation or AI to operational workflows (preferred, but not required).

Working with AI at Prosci

As a people leader building a new team, you embed AI in how it works from the start to make delivery operations faster, more consistent and more scalable. You encourage experimentation, share what works and help people build confidence with new tools. You uphold Prosci's data security, confidentiality and intellectual property governance in every use of AI.

Qualifications

• 8+ years in service delivery, professional services or training operations, including 3+ years leading multi-region operations.
• Experience building a new operations, service excellence or similar function from the ground up, including org design, hiring and setting up operating rhythms.
• A track record of measurable improvement, such as higher utilization, lower delivery cost, faster time-to-deliver or better client satisfaction.
• Experience building delivery quality or client experience programs, including standards, facilitator quality reviews and feedback loops.
• Experience leading managers or coordinators across time zones.
• Clear communication, moving comfortably between VP-level strategy and day-to-day problem solving.
• Bachelor's degree or equivalent experience.
• Preferred: background in training, education, consulting or learning services; experience scaling from mid-size to global; experience across North American, European and Asia-Pacific markets.
• Preferred: Lean, Six Sigma, ITIL or PMP credentials; familiarity with change management; Prosci certification is a plus.

Additional Information

Travel Requirements: This role requires 20% travel.

Work Location: This is a remote role.

Compensation: $131,600 - $164,500 USD is the projected range of annual base salary for this role depending on the candidate’s overall qualifications and experience. This role is eligible for inclusion in our bonus program.

Through our experience and strategic focus on the people side of change, we know that by taking care of our people, we are taking care of our business. In addition to the compensation detailed above, we offer comprehensive wellness benefits, including generous flexible paid time off, holidays and volunteer time, medical, dental, vision, long-term and short-term disability programs, life insurance, pet insurance, 401k with company matching, and access to LinkedIn Learning. Our “mostly virtual” culture is vibrant with many opportunities to collaborate with colleagues from around the world, get involved in employee-led interest and resource groups, and to meet up with team members at in-person local or market-wide events.

We hope you're interested in making a difference with us. Even if you don't feel that you meet every requirement listed in this job description, we still encourage you to apply. Prosci is an equal opportunity employer that is committed to inclusion and diversity. Employment opportunities at Prosci are available to all applicants, without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status, or any other legally protected characteristics. You can learn more about our efforts to build a more inclusive, equitable and diverse organization: Driving Meaningful Change | Prosci.

If you require assistance due to a disability applying for open positions, please submit a request to: applicantsupport@prosci.com.