Service Delivery Manager – US Client Programs

TL;DR

Service Delivery Manager (US Client Programs): Overseeing customer service and sales projects for vacation rental clients with an accent on team leadership, process implementation, and performance optimization. Focus on building high-performing sales teams from the ground up, analyzing KPIs, driving revenue growth, and ensuring customer satisfaction.

Onsite at office in Miami, USA

Company

Profitable company expanding into the U.S. market in the vacation rental industry, managing client programs with contact centers.

What you will do

• Act as primary point of contact for clients, implementing requirements into processes and ensuring high-quality execution.
• Lead and coach up to 5 remote team leads, each managing up to 25 agents, to maximize customer satisfaction and sales performance.
• Analyze project KPIs, identify improvements, and drive optimizations.
• Coordinate internal and external stakeholders for seamless processes and positive outcomes.
• Build and shape new sales teams for industry-leading clients, defining strategy and achieving growth targets.

Requirements

• Completed professional qualification with solid experience in sales management, project management, and team leadership, ideally in contact center or customer service.
• Proven track record in building, leading, and motivating high-performing sales teams, setting targets, monitoring KPIs, and driving revenue.
• Fluent English; comfortable communicating in Spanish is a plus.
• Strong communication skills to inspire and motivate remote teams.
• Results-oriented with structured approach and adaptability to fast-changing situations.
• Confident presence in cross-functional and intercultural teams.

Nice to have

• Experience in contact center or customer service environment.
• Spanish language skills.

Culture & Benefits

• Generous paid time off (PTO) days.
• Medical, dental, and vision insurance.
• Open, authentic culture with dynamic, humorous team.
• Freedom and trust to shape the company's future.
• Opportunity for responsibility, innovation, and personal growth from day one.