Manager of Service Delivery, Workflows at EnergyCAP, LLC

, , United States -

Full Time

Start Date

Immediate

Expiry Date

23 Apr, 26

Salary

130000.0

Posted On

23 Jan, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Service Delivery, Operations Management, Workflow Management, Performance Management, Process Improvement, Capacity Planning, BPO Management, Team Leadership, Coaching, Accountability, Lean Six Sigma, ITIL, Billing Workflows, Cross-Functional Collaboration, Problem Solving, Change Management

Industry

Software Development

Description

About the Role The Manager of Service Delivery (Workflows) plays a critical role in stabilizing, scaling, and maturing EnergyCAP’s Bill Retrieval and Bill Review functions, which are foundational to service quality, customer trust, and downstream financial accuracy. This role serves as the direct owner of billing workflows, ensuring predictable delivery, disciplined execution, and sustained performance across both internal teams and BPO-supported services. In this role, you will lead a focused team of Service Delivery Specialists while partnering closely with BPO leaders and cross-functional stakeholders to drive consistency, accountability, and continuous improvement. You will bring clarity to complex, multi-party workflows by defining standards of work, managing capacity, and ensuring that changes are implemented reliably across people, partners, and processes. This is an opportunity to own and mature mission-critical workflows end to end, reducing risk and enabling the organization to scale without relying on heroics. What You’ll Do Own Bill Retrieval and Bill Review workflows end to end, defining inputs, outputs, handoffs, and accountability across internal teams and BPO partners. Establish and maintain clear standards of work by documenting workflows, standard units of work, and operating procedures. Plan and manage delivery capacity and prioritization to meet demand across complex, high-volume billing workflows with minimal backlog and rework. Monitor and manage delivery performance through metrics, reviews, and operational reporting to ensure commitments are predictable and met. Lead team performance and accountability, including goal setting, coaching, feedback, and formal performance improvement plans when needed. Partner closely with BPO leaders to manage day-to-day execution, performance expectations, issue resolution, and shared accountability models. Lead rollout and adoption of process changes across internal teams and BPO partners, including communication, training coordination, and adherence tracking. Drive continuous improvement initiatives through process analysis, efficiency efforts, and sustained change adoption. Serve as an escalation owner for billing-related delivery issues, ensuring clear communication and timely resolution aligned with stakeholders. Stand up and stabilize billing workflows, including defining operating models, success metrics, and escalation paths. Implement standard units of work and time-and-motion studies to improve predictability and throughput. Lead efficiency and capacity optimization initiatives without increasing headcount. Design and roll out service delivery operating rhythms and performance frameworks. Support organizational change initiatives by translating strategy into executable delivery plans. Ensure long-term workflow maturity, sustaining improvements rather than delivering one-time fixes. What You’ll Bring 3–4+ years of experience leading service delivery, operations, or managed services teams in a complex, high-volume environment (SaaS preferred). Direct experience owning and managing end-to-end operational workflows as the accountable owner, not just a contributor. Experience managing recurring, contracted service delivery work tied to assigned customers. Hands-on experience working with BPO or outsourced service partners, including shared accountability and performance management. Demonstrated ownership of people performance, including coaching, corrective action, and formal improvement plans. Experience operating in fast-paced, ambiguous environments with competing priorities and incomplete information. Strong operational and people management skills, including capacity planning, prioritization, and delivery against defined outcomes. Ability to design and manage complex, multi-party workflows spanning internal teams, BPO partners, and downstream dependencies. Process improvement expertise using structured methodologies such as Lean, Six Sigma, ITIL, or similar. Understanding of billing-related workflows, including bill retrieval, bill review, exception handling, and escalation management (preferred). Ability to partner cross-functionally and externally to drive consistent execution and adoption. Leadership Capabilities & Mindset Sets clear expectations and operating norms, establishing accountability where standards have historically been informal. Drives results through clarity, follow-through, and measured consequences, while maintaining trust and credibility. Brings structure to ambiguity, translating incomplete or evolving information into clear priorities and executable plans. Acts decisively under pressure, maintaining focus and composure in high-demand environments. Learns complex products and business models quickly, applying insight to improve delivery outcomes. Education & Certifications Bachelor’s degree preferred (equivalent experience considered). Nice to have: Lean Six Sigma Green Belt, PMP, ITIL Foundation (or higher). Pay Range: $100,000 - $130,000 annual base salary with a 5% target bonus. Pay is commensurate with experience, knowledge, skills, and abilities. Why You’ll Love Working Here At EnergyCAP, we invest in you—personally, professionally, and beyond. Here’s how we support your growth, balance, and well-being: 🌱 Health & Wellness 100% company-paid Health, Dental & Vision coverage for you, plus competitive cost-sharing for your family Company-paid Life & LTD Insurance for peace of mind Adoption Grants and paid leave to support your growing family Wellness program offerings designed to strengthen your physical and mental health and overall well-being 💰 Financial Security 401(k) with a 3% company match—helping you plan confidently for the future Monthly Connectivity Stipend so you can work seamlessly from anywhere 🚀 Growth & Development Emergenetics Development Program to help you understand and leverage your strengths Tuition Assistance to fuel your continued learning and career growth ❤️ Community & Balance Flexible Time Off so you can recharge and enjoy life outside of work A remote-first workplace that offers balance and flexibility, with the option to connect in-person at our offices Charitable contributions & matched giving to amplify your impact Paid community service hours—because giving back matters EnergyCAP is a proud equal opportunity employer, committed to hiring and developing individuals from diverse background and experiences. We value and consider applications for all qualified candidates without regard to actual or perceived race, color, religion, national origin, sex, gender, age, marital status, personal appearance, sexual orientation, gender identity or expression, family responsibilities, disability, medical condition, enrollment in college or vocational school, political affiliation, military or veteran status, citizenship status, genetic information, or any other basis protected by federal, state or local law. EnergyCAP will reasonably accommodate qualified individuals with disabilities in accordance with applicable law. If you are in need of an accommodation in order to submit your application, please email HR@energycap.com. Please click HERE to view the mandatory Federal Applicant Laws that apply to your employment rights. Note: We are currently not sponsoring VISAs.

Responsibilities

The Manager of Service Delivery will own and manage the Bill Retrieval and Bill Review workflows, ensuring predictable delivery and sustained performance. This role involves leading a team, partnering with BPO leaders, and driving continuous improvement initiatives.