{"id":3709418,"url":"https://alion.io/job/prosci-director-global-services-operations-excellence","title":"Director, Global Services Operations & Excellence","company":{"id":4249,"name":"Prosci","domain":"prosci.com","url":"https://alion.io/company/prosci","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":null},"role":"Leadership","role_family":"Leadership","seniority":"head","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":131600,"max":164500,"currency":"USD","period":"year","gross":null,"usd_annual":164500},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":true},{"name":"Power BI","optional":true},{"name":"Tableau","optional":true}],"status":"live","first_seen_at":"2026-11-03T22:18:07Z","employer_posted_date":"2026-11-03","last_verified_at":"2026-11-06T17:13:47Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"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.\nSince 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.\nAt 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.\nCheck out our website for more about our team and approach: https://www.prosci.com/about.\nKey Responsibilities\nKey role responsibilities include but are not limited to the following:\nRun delivery operations and capacity\nPlan global capacity and resources for instructors and consultants.\nForecast demand two or more quarters ahead.\nSchedule and staff public, virtual, onsite and advisory engagements across time zones.\nManage the delivery lifecycle from sales-to-delivery handoff through logistics, delivery, close-out and billing handoff.\nSet up escalation paths and resolve delivery issues quickly, including cancellations, instructor gaps and client escalations.\nDrive performance, quality and financials\nDefine and report delivery KPIs: utilization, on-time delivery, cancellation and reschedule rates, CSAT/NPS, cost per delivery and delivery margin.\nBuild and maintain operational dashboards for the VP and leadership team.\nPartner with Finance on delivery forecasts, budgets, cost control and revenue recognition.\nReview quality and financial results together so efficiency gains never come at the expense of the client experience.\nRaise service delivery excellence\nDefine what excellent Prosci delivery looks like and build a global delivery quality framework, including standards, session observations and quality audits.\nEstablish and lead the instructor and consultant quality program: onboarding, certification, performance reviews, coaching and exit decisions.\nOwn the client experience from booking through post-session follow-up.\nRun the client feedback loop: collect, analyze and act on feedback, and share insights with Product and Content.\nTrack excellence metrics such as first-time-right delivery, repeat bookings and quality scores by instructor and consultant.\nEnsure clients receive a consistent Prosci experience in every region and format.\nBuild and lead the Global Services Operations & Excellence team\nDefine the team's charter, scope and operating model, including how it works with regional delivery teams and the VP, Global Service Delivery.\nDesign the team structure and roles, build the hiring plan, and recruit and onboard the founding team. [CONFIRM: planned team size and hiring phases]\nBring existing operations, scheduling and quality activities into the team, with clear ownership and a smooth handover.\nSet the team's operating rhythm: planning cycles, governance forums, reporting cadence and decision rights.\nDesign, document and improve global delivery processes and SOPs, balancing global standards with regional needs.\nOwn or co-own delivery systems (PSA/ERP, scheduling, LMS, BI) and drive adoption.\nIdentify and implement automation and AI opportunities that let delivery scale without growing headcount at the same rate.\nLead, coach and develop a distributed team as it grows, building its capability and a culture of operational discipline and service excellence.\nRepresent Service Delivery in cross-functional forums and stand in for the VP where needed.\nLead change within the team and delivery network, applying the Prosci Methodology.\nRequirements\nBased on this role’s scope and responsibilities, we are seeking candidates with the following minimum qualifications, skills, attributes, and competencies. Preferred qualifications are also noted.\nCompetencies\nDrives Results: builds a team that delivers against agreed operational and financial targets.\nCustomer Focus: builds a client-first mindset in the team and delivery network.\nCollaboration: builds strong working partnerships across Sales, Finance, Product and Content, and People.\nLeads Change: builds the team's ability to adopt and sustain change.\nBuilds Effective Teams: forms a new team with a shared purpose, clear roles and strong accountability.\nDevelops Others: builds the team's skills through coaching and feedback.\nDecision Quality: builds sound, data-informed decision making in the team.\nTechnical Skills\nHands-on experience with PSA/ERP and BI tools, such as Certinia, Salesforce, Kantata, Power BI or Tableau.\nStrong financial acumen: delivery margin, forecasting, budgets and working with Finance.\nCapacity planning, scheduling and utilization management for a delivery workforce of employees and/or contractors.\nProcess design and improvement; Lean, Six Sigma or ITIL knowledge is a plus.\nExperience applying automation or AI to operational workflows (preferred, but not required).\nWorking with AI at Prosci\nAs a people leader building a new team, you embed AI in how it works from the start to make delivery operations faster, more consistent and more scalable. You encourage experimentation, share what works and help people build confidence with new tools. You uphold Prosci's data security, confidentiality and intellectual property governance in every use of AI.\nQualifications\n8+ years in service delivery, professional services or training operations, including 3+ years leading multi-region operations.\nExperience building a new operations, service excellence or similar function from the ground up, including org design, hiring and setting up operating rhythms.\nA track record of measurable improvement, such as higher utilization, lower delivery cost, faster time-to-deliver or better client satisfaction.\nExperience building delivery quality or client experience programs, including standards, facilitator quality reviews and feedback loops.\nExperience leading managers or coordinators across time zones.\nClear communication, moving comfortably between VP-level strategy and day-to-day problem solving.\nBachelor's degree or equivalent experience.\nPreferred: background in training, education, consulting or learning services; experience scaling from mid-size to global; experience across North American, European and Asia-Pacific markets.\nPreferred: Lean, Six Sigma, ITIL or PMP credentials; familiarity with change management; Prosci certification is a plus.\nAdditional Information\nTravel Requirements: This role requires 20% travel.\nWork Location: This is a remote role.\nCompensation: $131,600 - $164,500 USD is the projected range of annual base salary for this role depending on the candidate’s overall qualifications and experience. This role is eligible for inclusion in our bonus program.\nBenefits\nThrough our experience and strategic focus on the people side of change, we know that by taking care of our people, we are taking care of our business. In addition to the compensation detailed above, we offer comprehensive wellness benefits, including generous flexible paid time off, holidays and volunteer time, medical, dental, vision, long-term and short-term disability programs, life insurance, pet insurance, 401k with company matching, and access to LinkedIn Learning. Our “mostly virtual” culture is vibrant with many opportunities to collaborate with colleagues from around the world, get involved in employee-led interest and resource groups, and to meet up with team members at in-person local or market-wide events.\nWe hope you're interested in making a difference with us. Even if you don't feel that you meet every requirement listed in this job description, we still encourage you to apply. Prosci is an equal opportunity employer that is committed to inclusion and diversity. Employment opportunities at Prosci are available to all applicants, without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status, or any other legally protected characteristics. You can learn more about our efforts to build a more inclusive, equitable and diverse organization: Driving Meaningful Change | Prosci.\nIf you require assistance due to a disability applying for open positions, please submit a request to: .","description_format":"text","description_chars":9093,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["401k plan","Continuous learning","Life insurance"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Corporate Training","Management Consulting"],"lifecycle":[{"event":"open","at":"2026-11-03T22:18:07Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":2,"expected_fill_days":35,"reasons":["conf:1","win:early"],"computed_at":"2026-11-06T05:58:05Z"},"pay":{"stated_usd_annual":164500,"is_top_pay":false},"html_url":"https://alion.io/job/prosci-director-global-services-operations-excellence","json_url":"https://alion.io/job/prosci-director-global-services-operations-excellence.json","meta":{"generated_at":"2026-11-06T18:53:26Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":1750,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-07T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4249},"rest":"https://alion.io/mcp/rest/get_company?id=4249"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fprosci-director-global-services-operations-excellence"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fprosci-director-global-services-operations-excellence"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fprosci-director-global-services-operations-excellence"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/prosci-director-global-services-operations-excellence\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fprosci-director-global-services-operations-excellence"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3709418}},{"tool":"search_jobs","arguments":{"company":"prosci.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3709418},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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