Director, Global Services Operations & Excellence

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:

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…