Manager, Delivery

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Manager, Delivery based in the United States.

This role leads a critical client-facing Delivery function responsible for onboarding, reporting, billing operations, and ongoing measurement delivery.

You will manage and develop a team of Delivery Analysts, Managers, and Leads while ensuring consistent, scalable, and high-quality client outcomes.

The position combines people leadership with hands-on ownership of complex delivery challenges, including reporting accuracy, client escalations, and revenue risks.

You will work across a matrixed organization, partnering with Sales, Account Management, Product, Engineering, Marketing, and Professional Services leadership.

A key focus will be improving operational processes, developing scalable playbooks, and identifying recurring issues that can be addressed through better systems and workflows.

You will also act as a trusted escalation point, helping translate technical concepts into clear solutions for clients and internal stakeholders.

This is a high-impact opportunity for an experienced delivery leader who enjoys developing talent, solving complex problems, and improving the client experience at scale.

Accountabilities:

The Manager, Delivery will oversee the performance, development, and operational effectiveness of the Delivery team across a portfolio of client accounts. The role requires a balance of strategic leadership, process ownership, client relationship management, and hands-on problem solving to ensure reliable delivery and continuous improvement.

• Manage and monitor ongoing client delivery, reporting, and billing operations across a portfolio of accounts.
• Recruit, onboard, coach, motivate, and develop Delivery Analysts, Delivery Managers, and Delivery Leads.
• Establish clear performance expectations and support team members in maximizing their individual contribution and professional growth.
• Monitor key performance indicators such as time to value, reporting accuracy, and client satisfaction.
• Develop strategies and initiatives to consistently meet or exceed client and team performance goals.
• Oversee internal initiatives designed to improve the overall client experience.
• Analyze recurring reporting, billing, onboarding, and delivery issues to identify opportunities for process improvement.
• Lead cross-functional teams and influence stakeholders across a matrixed organization.
• Own Delivery playbooks, templates, process documentation, and operational standards.
• Ensure process updates and best practices are communicated consistently across Professional Services and relevant internal teams.
• Partner with leadership to define clear handoff points, escalation paths, and shared workflows between technical and client-facing teams.
• Provide client and market feedback to Product, Engineering, and Marketing teams to inform improvements to technology, reporting capabilities, and processes.
• Resolve complex and non-routine client issues, including reporting discrepancies, billing concerns, and revenue-risk escalations.
• Serve as a senior escalation point for client delivery issues and internal teams requiring Delivery support.
• Support the onboarding and training of new Delivery team members.
• Identify opportunities to improve the scalability, consistency, and quality of the overall Delivery function.
• Partner with leadership to strengthen operational processes and ensure a seamless client experience throughout the account lifecycle.

Requirements:

The ideal candidate is an experienced people leader with a strong background in media, advertising, client success, or professional services delivery. You should be comfortable managing teams, resolving complex client challenges, working with technical stakeholders, and improving operational processes in a fast-paced environment.

• Bachelor’s degree in Business, Communications, or a related field preferred.
• 4+ years of management experience, ideally leading a team of approximately 2-5 direct reports.
• 6+ years of experience in media, advertising, client success, account management, reporting, or client delivery.
• Strong working knowledge of reporting and measurement products, with the ability to collaborate effectively with technical teams.
• Proven experience resolving complex, non-technical client issues and de-escalating sensitive situations.
• Strong client management and relationship-building skills.
• Excellent written and verbal communication skills.
• Ability to explain technical concepts clearly to non-technical audiences.
• Strong organizational skills and the ability to manage multiple priorities independently.
• Demonstrated ability to identify operational problems, analyze root causes, and implement effective improvements.
• Experience creating or managing playbooks, templates, documentation, and standardized processes.
• Strong cross-functional collaboration and stakeholder management skills.
• Ability to influence teams and stakeholders within a matrixed organization.
• Strong people management, coaching, mentoring, and talent development capabilities.
• Comfortable serving as an escalation point for complex client delivery and billing issues.
• Ability to work effectively in a fast-paced environment with changing priorities.
• Experience with TV, video, advertising technology, media measurement, or related platforms is a plus.

Benefits:

• Base salary of $184,000-$205,000 per year, commensurate with experience.
• Equity participation.
• Flexible, discretionary paid time off.
• Spring, Summer, and Winter company breaks.
• Comprehensive medical, dental, and vision coverage.
• 401(k) retirement plan with company matching.
• HSA and FSA options.
• Paid maternity and parental leave for all family additions.
• Cell phone and Wi-Fi reimbursement.
• Commuter benefits.
• Fully remote position within the United States.
• Hybrid work option preferred in New York, NY.
• Opportunity to lead and develop a high-impact client delivery organization.
• Opportunity to influence product, technology, and operational improvements through direct client feedback.
• Collaborative environment with significant cross-functional exposure and ownership.