Manager, Delivery Service Operations; Hybrid

Manager, Delivery Services

IMPACT Group is a certified woman-owned career coaching firm based in St. Louis, MO that focuses on relocation, leadership development, and outplacement solutions. Our team of 300+ is united on one idea:
People can succeed professionally and personally even through difficult career challenges and transitions. We are building a better world by empowering people to find and grow great careers. As employees transition in, within, and out of a company, IMPACT Group coaching programs make a difference, helping people along their career path and move into desirable roles – working in their hometown, remotely or literally, anywhere in the world.

We're on a mission to maximize human potential in an increasingly tech-enabled world. While partnering with companies of all sizes – large and small, national and global – our business model emphasizes the importance of human connections. Join IMPACT Group and you'll be helping others move their careers forward! Ideal candidates will be located in the Greater St. Louis metropolitan area.

This hybrid position requires regular travel to our Chesterfield, MO office on a weekly or bi-weekly basis. This is a full-time, exempt position offering a comprehensive benefits package. If a qualified candidate is not identified in the St. Louis area, we will also consider applicants residing in the following states: AL, CA, FL, GA, IL, MO, MI, NC, NJ, NY, TX, WA.

The Manager, Delivery Services is responsible for overseeing the day-to-day operations, workflow, and performance of the Research and Resume teams and supervision of team members. This role ensures work is completed accurately, efficiently, and within established service levels while supporting team development, operational excellence, and consistent service delivery.

• Team Leadership & Performance Management
• Directly supervises team members within the Research and Résumé Delivery functions.
• Provides coaching, guidance, performance feedback, and professional development support.
• Conducts regular one-on-one meetings and performance discussions.
• Establishes clear expectations and supports accountability for team and individual results.
• Promotes employee engagement, recognition, and retention initiatives.
• Workflow & Service Delivery Management
• Oversees daily workflow, work assignments, and task prioritization.
• Monitors team productivity, throughput, and service-level performance.
• Balances workload across team members to ensure timely completion of deliverables.
• Identifies and escalates operational issues and resource constraints as appropriate.
• Ensures consistent execution of established processes and procedures.
• Quality & Operational Excellence
• Reinforces quality standards and best practices across service delivery teams.
• Reviews performance metrics and identifies opportunities for improvement.
• Partners with Quality and Operations leaders to address service or quality concerns.
• Supports implementation of process improvements that increase efficiency, effectiveness, and consistency.
• Promotes a culture of accountability, accuracy, and continuous improvement.
• Capacity Planning & Resource Coordination
• Assists with forecasting workload and staffing needs.
• Monitors team capacity and utilization to maintain service commitments.
• Coordinates cross-training and resource allocation to support operational requirements.
• Communicates staffing and workload trends to leadership.
• Cross-Functional Collaboration
• Partners with Coaching, Quality, Training, and Operations teams to support participant outcomes.
• Communicates operational challenges, trends, and recommendations to leadership.
• Supports implementation of departmental initiatives and process improvements.
• Assists with special projects and operational priorities as assigned.
• Other Duties
• Performs other duties as assigned.

• Bachelor's degree or equivalent combination of education and relevant experience.
• 2–5 years of supervisory or team leadership experience.
• Experience managing workflow, productivity, and service delivery in a fast-paced environment.
• Demonstrated ability to coach, develop, and support employee performance.
• Strong…