Delivery Operations Manager Resume Sample
Zetta Marks
50786 Makayla Ville,
Philadelphia,
PA
+1 (555) 451 0108
Work Experience
Service Delivery Operations Manager
06/2015
-
PRESENT
Chicago, IL
- Review, analyze and understand daily, weekly, and monthly operational reports to determine the impact of root cause processes on performance metrics and drive continuous improvement
- Perform regular business reviews with Carrier Management and courier leadership to identify opportunity areas and action plans for continuous improvement
- Support all financial and operational aspects of the business and protect company assets
- Aligns budget, project portfolio and organizational capacity management
- Monitors project status, alignment, progress and risks. Initiates corrective measures as necessary
- Provides transparency to all stakeholders (reporting, dashboards); proactively escalates major deviations to steering and control groups
- Sets project monitoring and execution standards
Delivery Operations Manager
07/2011
-
05/2015
Detroit, MI
- Multi cultural and x-country experience desired
- Work with global leadership to define the delivery strategy to scale Tesla’s fulfillment to support
- Natural leadership quality with a focus on problem-solving and achieving results
- Prioritize, manage multiple projects, and adhere to business-critical deadlines
- Consider yourself to be an excellent cross-functional team player, technically adept with systems, exceptional communicator and able to be scrappy
- Support Regional Sales Manager and Store Manager by researching and providing guidance on undefined delivery scenarios, overcoming delivery objections and ensuring deliveries are progressing properly for rapid vehicle turnover
- Prioritize, manage multiple projects, and adhere to business critical deadlines
Delivery Operations Manager for S
03/2009
-
03/2011
Chicago, IL
- Strong organizational, numerical, and analytical skills
- Thrive within a matrix organization
- Travel to and from Tesla locations within a defined region
- Manages all quality scores and maintains agreed service levels/SLA’s and KPI’s for Account Receivables process
- Responsible for the preparation of management reports in line with Client and Accenture’s requirements
- Maintains a thorough awareness and understanding of the Project’s business activities, Accounts Receivable processes, and financial systems
- Partner with all assigned third party delivery operations to ensure the timely delivery of all NAC merchandise while achieving cost, service and Customer Satisfaction (CSAT) goals, which includes monitoring of all available service and cost metrics to gauge performance as well as the ability to influence courier performance through effective communication with courier operational leadership teams
Education
East Carolina University
2003 - 2008
Bachelor's Degree in Relevant Area
Professional Skills
- Excellent communication and leadership skills to lead and motivate a growing and changing service operation
- Strong project, and client facing management skills
- Strong team based leadership, motivational, and development skills
- Strong knowledge and proven work experience with retail operations and systems
- Effective analytical skills including working knowledge of budgets, staffing models, scheduling, and telecom opportunities
- Proven experience managing matters involving sensitive and challenging user-generated content with good judgment, discretion and sensitivity
- Prior experience managing teams of 200 +
How to write Delivery Operations Manager Resume
Delivery Operations Manager role is responsible for training, telecom, analytical, leadership, retail, finance, recruiting, payroll, reporting, design.
To write great resume for delivery operations manager job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Delivery Operations Manager Resume
The section contact information is important in your delivery operations manager resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Delivery Operations Manager Resume
The section work experience is an essential part of your delivery operations manager resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous delivery operations manager responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular delivery operations manager position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Delivery Operations Manager resume experience can include:
- Monitor daily deliveries, ensure data quality in multiple record keeping systems, create reporting metrics, and actively review information with the Delivery Hub Manager
- Coaching and developing Delivery Experience Specialists, Delivery Supervisor, Contracts team and promoting excellence in customer service
- Advanced Experience with Networking, Security, and Ticketing system
- A fast growing company with growth opportunities for proven performers
- Business Course 4 years college and > 7 years working experience
- Experience and working knowledge of transportation systems and processes, productivity standards and technology
Education on a Delivery Operations Manager Resume
Make sure to make education a priority on your delivery operations manager resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your delivery operations manager experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Delivery Operations Manager Resume
When listing skills on your delivery operations manager resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical delivery operations manager skills:
- Demonstrated ability to lead diverse teams to achieve results through effective partnering
- Strong operational experience leading multi-functional teams of inbound and outbound call center associates (~30-50 FTE)
- Lead recruitment and interviewing of candidates who possess the skills necessary to help achieve delivery goals
- Demonstrated strong leadership confidence and ability to lead and manage change in a dynamic environment
- Working in a fast-paced, virtual environment with multiple competing priorities
- Setting the priorities and alignment of the service with the client's day-to-day business requirements
List of Typical Experience For a Delivery Operations Manager Resume
1
Experience For Service Delivery Operations Manager Resume
- Proven ability to maximize customer satisfaction while maintaining operational efficiency
- Work with Customer Experience team to proactively mediate and resolve any customer concerns
- Train and coach team members to consistently develop strong customer support
- Good communication around issues and opportunities. Get things done, make things happen
- Good communication around issues and opportunities get things done, make things happen
- Technological fluency and ability to operate within internal business systems, CRM tools, MS Office Suite
- Measure and report on effectiveness of implemented strategies
2
Experience For Hosting Delivery Operations Manager Resume
- Delivery logistics experience
- Setting pacing goals for the team and ensuring goals are achieved for the center
- Manage high volume delivery pipeline, scheduling, and actively set individual and team targets
- Responsible for providing exceptional customer service to CareScout’s clients and their customers
- Works across teams to ensure pre-delivery, logistics, and transaction items are efficient and accurate
- Communicate relevant information to all levels of the organization
- Responsible for delivery of $273M in sales
- Manages last mile delivery for 2 SDO’s and 9 courier locations on average (different Regions)
- Strategic in process development, tactical in daily delivery completion and delivery orientation in balancing courier versus UPS modality Interacts directly with the following business units
3
Experience For Delivery Operations Manager for S Resume
- Sales: Partner with sales teams as required resolving existing issues and developing new business opportunities. Provide support in setting up transportation/delivery requirements of all new customers as required
- Courier selection: Work with Carrier Management as required, providing operational assessment of potential courier partners
- Customer logistics: In conjunction with courier operational leadership teams, identify customer information required for effective service. This includes but is not limited to end point delivery information, time window requirements and other changes in customer delivery expectations
- Finance: Contribute to annual budget development as required. Monitor variance between performance and budgeted costs. Ensure timely communication of issues impacting cost and work with Staples Audit Team to identify and resolve billing/invoice issues
- Fulfillment Center: Liaison with FC leadership and functional owners to ensure support of courier operational needs (line hauls, sorts, etc) while maintaining the lowest possible Staples operations cost
- Global Loss Prevention: Partner with GLP as required to identify root cause of Cargo Loss and implement continuous improvement to processes as needed. Facilitate action plans indicated by GLP audits as needed
4
Experience For Project Delivery Operations Manager Resume
- Communicating across organizational boundaries from engineers through to senior managers 3rd party management responsibilities
- Looking out for client long term interests Following up if service delivery is not meeting expectations Mapping clients requirements and coordinating in developing and implementing processes in line with pre set guidelines
- Take responsibility for metrics and driving enhancements to improve quality and productivity across a footprint of several hundred staff
- Manage day-to-day operations of a 24x7 operations team distributed across six sites in five countries, with team members from numerous cultures and backgrounds
- Dive in and understand problems, manage escalations, and drive expeditious resolution of issues while managing numerous potentially conflicting stakeholder interests
- Builds a personal relationship with key client staff
- Successful service delivery service level agreement (SLA) achievement and high level of customer satisfaction
5
Experience For Digital Delivery & Operations Manager Resume
- Monitors overall performance of services
- Collaborates with senior management on client account management and growth
- Ensures operations teams are aware of changes and are prepared
- Pulls in additional resources when needed e.g. specialist teams or people for specific issues opportunities
- Removes all obstacles to customer satisfaction and or financial performance
6
Experience For Regional Delivery Operations Manager Southern Europe Resume
- Communicates across organizational boundaries from engineers through to senior managers
- Looks out for client's and long term interests
- Follows up if service delivery is not met
- Build a cohesive team by championing quality, integrating team efforts through status meetings, sharing appropriate information, and building depth of expertise
- Participates in service delivery meetings providing status on Account Receivables team performance, potential issues
7
Experience For Regional Delivery Operations Manager Resume
- Interfaces with the Client Account Lead (CAL)and appropriate leadership within Service Delivery Operations (SDO)
- Develops and utilizes a balanced site scorecard metrics to provide regular performance reports needed by client and Accenture leadership for Account Receivables process
- Manages all quality scores and maintains agreed service levels service level agreements (SLA's) and key performance indicators (KPI's) for Account Receivables process
- Reviews daily, weekly and monthly service levels metrics
- Provides recommendations and implementation of quality improvement methods
- Responsible for the preparation of management reports in line with Client and Accenture's requirements
- Maintains close collaboration with internal partners
- Identify and monitor trends around volume driven activities in order to make strategic recommendations to client and internal partners
8
Experience For Program Delivery & Operations Manager Resume
- Design, coordinate, recommend and implement plans for strategic recommendations
- Courier cost performance to budget
- Service level of third party carriers
- Cargo Loss of third party carriers
- Shipments per Order of third party carriers
- Interacts independently with third party couriers to identify and implement operations best practices
- Reviews service issues to identify root cause and create solutions in conjunction with third party couriers and Staples teams (FC, etc)
- Performs business reviews with third party couriers to evaluate service levels and address issues
9
Experience For China Delivery Operations Manager Resume
- Responsible for the oversight, measurement and controllership of teams’ processes and performance. Provides timely, accurate and complete reports on the operating condition
- Working collaboratively with the Operations Sr. Manager and Clinical Director, spearhead the development, implementation and communication of effective improvement strategies and processes
- Collaborate with the senior leadership team to develop and implement plans for the operational infrastructure of systems, processes, and personnel designed to accommodate the growth objectives of our organization
- Motivate and lead a high-performance management team; attract, recruit and retain required members of their team not currently in place; provide mentoring as a cornerstone to the management career development program
- Foster a success-oriented, goal driven, accountable environment within the company
- Represent the organization with clients, advisory Board Members, and business partners
- Eagerness and ability to quickly learn and assimilate information
10
Experience For A/A Services Delivery & Operations Manager Resume
- Travel frequently and as needed
- Knowledge of Six Sigma / Total Quality Management or Six Sigma certification
- Knowledge of any foreign language
- Proficient in MS Office Suite and the internet
- Builds, manages scales large operations
- Leads governance meetings with senior management client partners
List of Typical Skills For a Delivery Operations Manager Resume
1
Skills For Service Delivery Operations Manager Resume
- Experience managing a high visibility position with frequent escalations and direct metrics ownership
- Experience managing teams in an outsourced / operations environment with multilingual teams
- Experience with escalation management and managing projects to established service level agreements (SLA's)
- Benefit plan and process subject matter experience
- Able to evaluate quality and effectiveness of operational metrics and challenge statistical errors
2
Skills For Hosting Delivery Operations Manager Resume
- Delivery and people management experience
- Team management/supervisory experience
- Process improvement experience
- Mapping clients’ requirements and coordinating in developing and implementing processes in line with pre-set guidelines
- Creating awareness on driving projects, process improvement strategy & methodology and ensuring maximum operational efficiency
- Communicating with, and providing coaching and development to, a diverse team of staff and contract Digital trainers and producers
- Maintaining and growing a pool of high-quality Digital trainers and producers, while balancing the needs of the franchise network
- Reviewing MIS reports & dashboards with a view to appraise management of the process operations and assist in critical decision-making process
3
Skills For Delivery Operations Manager for S Resume
- Generating MIS reports & dashboards with a view to appraise management of the process operations and assist in critical decision-making process
- Generating MIS reports dashboards with a view to appraise management of the process operations and assist in critical decision-making process
- Collaborating with key stakeholders in key areas such as certification and re-certification processes and events, and public program scheduling
- Managing the scheduling needs of several dozen resources
- Willing to take charge of a situation and drive the problem to resolution
4
Skills For Project Delivery Operations Manager Resume
- Removing all obstacles to customer satisfaction and/or financial performance
- Looking out for client long term interests
- Establishing process controls to ensure all SLA’s and KPI’s are consistently met
- Managing the collaboration with vendors and the budget of the service
- Providing focus and accountability for end-to-end service context
5
Skills For Digital Delivery & Operations Manager Resume
- Reporting on the escalations to the client (and reasons for such escalations) in respect of issues with other vendors
- Allocating actions to remedy any service failure or prevent re-occurrence of any service failures
- Managing multiple demands from various client/ customer group(s) – franchisee, Live Online and Classroom program participants, Government clients
- Communicating across organizational boundaries
- Influencing w/o authority
- Services reporting and sponsoring service delivery meetings
- Responsible for shaping and driving value led transformation for the clients
- Benefits Administration plan knowledge (including Health Plan), required
- Work collaboratively with other departments, especially Service, Sales, Remarketing and Finance
6
Skills For Regional Delivery Operations Manager Southern Europe Resume
- Lead through influence with a focus on problem-solving and operations
- Owns client relationship for the Operations contract which supports Finance and Accounting
- Maintains close collaboration with internal partners (call center, service delivery, portal) regarding channel strategy
- Prepare and present client presentations regarding strategy
- Adaptability and flexibility in an ever-changing work environment
- Exhibit the transformational leadership qualities needed to motivate and engage the organization by influencing behaviors toward a shared vision
- Responsible for driving the non-clinical teams to achieve and surpass business goals and objectives
- Intermediate knowledge of Virtualization and Storage
- MS Excel, MS Word, MS Project, SQL, Internet, Case Management
7
Skills For Regional Delivery Operations Manager Resume
- Fun, get-things-done work environment
- Health benefits – medical, dental, and vision with company contribution
- Open communication through all levels of the organization - trust in eachother
- Flexible hours and vacation time
- Laid back culture and casual dress
8
Skills For Program Delivery & Operations Manager Resume
- Long Term: Partners with Carrier Management to assess and on board courier partners. Typical contract is 3 years for courier partners
- Is enthusiastic about the codeline management, build
- Loves an agile environment and practices
- Is eager to deal with very complex setups and system environments
- Loves to interact with different people and departments
9
Skills For China Delivery Operations Manager Resume
- Wants to continuously learn and improve and take on very different responsibilities
- Provide consulting services and recommendations based on customer and client needs, current information and trends and act as the point of escalation for client satisfaction issues
- Training, coaching and developing people
- Human Resource responsibilities include: staffing, communicating benefit information, overseeing DOT driver regulations, addressing payroll and scheduling concerns
- Enhance the customers' shopping experience as well as the drive team's delivery experience
10
Skills For A/A Services Delivery & Operations Manager Resume
- Experience with SAP’s Java Correction Workbench
- Relevant work experience
- Focus on positive customer experience
- Possess a strong sense of urgency required to work in a deadline driven environment
- Manage the overall maintenance of our fleet of trucks and maintain DOT compliance
List of Typical Responsibilities For a Delivery Operations Manager Resume
1
Responsibilities For Service Delivery Operations Manager Resume
- Client Management in an Operations Delivery environment
- Management of large teams (100-200 People)
- Role based in Sandyford
- BA / BS in business, change management, organizational leadership or related field
- Positive energy, optimistic outlook, sense of humor and an ability to take things in stride
- The ability to engage with directors and managers at all levels across the wider business to achieve goals and objectives
- Flexible and able to multitask; can work within an ambiguous, fast-moving environment, while also driving toward clarity and solutions; demonstrated resourcefulness in setting priorities and guiding investment in people and systems
2
Responsibilities For Hosting Delivery Operations Manager Resume
- Customer Advocate for change
- 8 – 10 years' experience in service delivery within a large scale (preferably multi- national) technology services environment across a range of services including Enterprise Services
- Staples system knowledge (operations)
- Competitive comp package
- Builds service reports
- Life & Disability
- Partner with all assigned third party delivery operations to ensure the timely delivery of all NAD merchandise while achieving cost, service and Customer Satisfaction (CSAT) goals, which includes monitoring of all available service and cost metrics to gauge performance as well as the ability to influence courier performance through effective communication with courier operational leadership teams
- A well-defined style which demonstrates confidence, maturity, self-motivation, high energy, collaboration, high intellect and leadership qualities. Excellent interpersonal skills, be an appropriate risk taker, politically savvy, diplomatic, able to deal with ambiguity, flexible, organized, results oriented, a hard worker, a quick study, good with details and have integrity
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