Manager, Delegation Experience Planning – Delivery
Athena
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Own forecasting, workforce planning, and capacity modeling across the full DX function (Executive Coaching, Delegation Training, Onboarding, and Client Support)
- Partner with Sales, Finance, and broader Member Experience leadership to align resource planning with growth targets
- Proactively identify risks and bottlenecks in the member journey and implement resourcing solutions
- Drive consistent, high-quality delivery of onboarding and other DX services, ensuring seamless client experiences
- Establish and refine SOPs, playbooks, and QA frameworks across DX functions
- Use data and frontline insights to optimize workflows and remove sources of friction for members and analysts
- Lead discovery and deployment of automation and tooling solutions that streamline workflows across the DX function
- Collaborate with Product/Tech to test, refine, and scale tech-enabled processes
- Ensure DX teams are equipped with systems that drive efficiency, visibility, and client outcomes
- Manage and develop Onboarding Team Leads (with scope to expand across DX functions)
- Foster a culture of coaching, ownership, and continuous improvement
- Lead structured routines to track KPIs, pipeline health, and performance across teams
- Represent the DX function in cross-functional leadership forums, bringing insights from across the member journey
- Act as the primary DX liaison with Sales, Billings, Product/Tech, and Member Support to align on capacity, tooling, and delivery priorities
- Drive strategic influence by representing DX needs and opportunities in senior leadership forums, ensuring that planning and decision-making reflects client experience priorities
- Ensure company-wide visibility into DX insights and metrics, translating onboarding, coaching, training, and support data into clear narratives that inform business strategy
- Partner with analytics, product, and operations teams to integrate DX performance metrics into Athena’s broader dashboards, reporting systems, and OKRs
Requirements
- 5+ years of experience in operations, customer onboarding, customer success, or program management roles, ideally in high-growth or tech-enabled service environments
- 3+ years of experience directly managing people managers or multi-level teams
- Demonstrated experience owning or heavily contributing to tech automation discovery and implementation, preferably in collaboration with product/engineering
- Proven track record developing process playbooks, change management strategies, or organizational scaling frameworks
- Strong proficiency with forecasting, capacity planning, and workforce modeling using tools like Google Sheets, Airtable, or BI dashboards
- Experience working in or with startups, B2B SaaS, service marketplaces, or tech-enabled services is a strong plus
- Familiarity with CRM systems (e.g. Salesforce, HubSpot), support tooling (e.g. Zendesk), and collaboration platforms (e.g. Glue, Slack, Notion, Asana)
Benefits
- Competitive benefits
- Extensive professional development
- Culture built on high performance, authenticity, and recognition
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
forecastingworkforce planningcapacity modelingprocess playbookschange managementtech automationKPI trackingdata analysisworkflow optimizationperformance metrics
Soft skills
leadershipcoachingcollaborationstrategic influencecontinuous improvementproblem-solvingcommunicationorganizational skillsrisk managementclient experience focus