EnergyElephant

Manager, Service Delivery – Workflows

EnergyElephant

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $100,000 - $130,000 per year

About the role

  • Own Bill Retrieval and Bill Review workflows end to end, defining inputs, outputs, handoffs, and accountability across internal teams and BPO partners.
  • Establish and maintain clear standards of work by documenting workflows, standard units of work, and operating procedures.
  • Plan and manage delivery capacity and prioritization to meet demand across complex, high-volume billing workflows with minimal backlog and rework.
  • Monitor and manage delivery performance through metrics, reviews, and operational reporting to ensure commitments are predictable and met.
  • Lead team performance and accountability, including goal setting, coaching, feedback, and formal performance improvement plans when needed.
  • Partner closely with BPO leaders to manage day-to-day execution, performance expectations, issue resolution, and shared accountability models.
  • Lead rollout and adoption of process changes across internal teams and BPO partners, including communication, training coordination, and adherence tracking.
  • Drive continuous improvement initiatives through process analysis, efficiency efforts, and sustained change adoption.
  • Serve as an escalation owner for billing-related delivery issues, ensuring clear communication and timely resolution aligned with stakeholders.
  • Stand up and stabilize billing workflows, including defining operating models, success metrics, and escalation paths.
  • Implement standard units of work and time-and-motion studies to improve predictability and throughput.
  • Lead efficiency and capacity optimization initiatives without increasing headcount.
  • Design and roll out service delivery operating rhythms and performance frameworks.
  • Support organizational change initiatives by translating strategy into executable delivery plans.
  • Ensure long-term workflow maturity, sustaining improvements rather than delivering one-time fixes.

Requirements

  • 3–4+ years of experience leading service delivery, operations, or managed services teams in a complex, high-volume environment (SaaS preferred)
  • Direct experience owning and managing end-to-end operational workflows as the accountable owner, not just a contributor
  • Experience managing recurring, contracted service delivery work tied to assigned customers
  • Hands-on experience working with BPO or outsourced service partners, including shared accountability and performance management
  • Demonstrated ownership of people performance, including coaching, corrective action, and formal improvement plans
  • Experience operating in fast-paced, ambiguous environments with competing priorities and incomplete information
  • Strong operational and people management skills, including capacity planning, prioritization, and delivery against defined outcomes
  • Ability to design and manage complex, multi-party workflows spanning internal teams, BPO partners, and downstream dependencies
  • Process improvement expertise using structured methodologies such as Lean, Six Sigma, ITIL, or similar
  • Understanding of billing-related workflows, including bill retrieval, bill review, exception handling, and escalation management (preferred)
  • Ability to partner cross-functionally and externally to drive consistent execution and adoption.
Benefits
  • 100% company-paid Health, Dental & Vision coverage for you, plus competitive cost-sharing for your family
  • Company-paid Life & LTD Insurance for peace of mind
  • Adoption Grants and paid leave to support your growing family
  • Wellness program offerings designed to strengthen your physical and mental health and overall well-being
  • 401(k) with a 3% company match—helping you plan confidently for the future
  • Monthly Connectivity Stipend so you can work seamlessly from anywhere
  • Emergenetics Development Program to help you understand and leverage your strengths
  • Tuition Assistance to fuel your continued learning and career growth
  • Flexible Time Off so you can recharge and enjoy life outside of work
  • A remote-first workplace that offers balance and flexibility, with the option to connect in-person at our offices
  • Charitable contributions & matched giving to amplify your impact
  • Paid community service hours—because giving back matters
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
service deliveryoperations managementend-to-end operational workflowscapacity planningprocess improvementLeanSix SigmaITILbilling workflowsperformance management
Soft Skills
team leadershipcoachinggoal settingfeedbackissue resolutioncommunicationchange managementprioritizationaccountabilitycross-functional collaboration