Director of Delivery Operations

About NavaNava is a consultancy and public benefit corporation working to make government services simple, effective, and accessible to all. Since 2013, federal, state, and local government agencies have trusted Nava to build transformative digital services to help people access public benefits. Meeting our mission is an opportunity to restore trust between people and public institutions. We focus on populations that are the least protected because the stakes are higher.
As a client services company, we work with government agencies to improve how people apply for benefits, navigate their health care, and more. We bill for our time, selling our expertise and problem-solving methodology to government clients. Our clients hire us to help improve their products and services so that their users and beneficiaries have a better customer experience.
These end-users—the humans who benefit from our work—are at the core of everything we do. We research beneficiaries’ needs to help our government clients better deliver on their missions, providing everyone at Nava opportunities to do meaningful, impactful work.
Position SummaryThe Director of Delivery Operations is accountable for the delivery operations value stream, from contract award through the full delivery lifecycle. They will be expected to provide a strategic approach to how Nava learns, delivers, positions, and prioritizes across this value stream. 
Day-to-day, their responsibilities will include building operational excellence in Delivery Operations, including (but not limited to) training Delivery staff, ensuring Nava's delivery teams learn from client satisfaction insights, and identifying/rectifying processes that can be improved, simplified, deprecated. They will be expected to use effective change management communications to roll out all improvements.

What you'll do

• Drive the delivery operations value stream
• Lead delivery operations to ensure predictability, efficiency, clarity and profitability across the value stream
• Translate strategic direction from the Chief Delivery Officer to actionable plans for the Delivery Operations team
• Ensure efficiency with Nava's matrixed model
• Identify, manage, communicate and implement process improvements; ensure methods are clear and tooling is in place
• Develop infrastructure to ensure effective client satisfaction reporting and response
• Support and coordinate consistent practices to build capabilities, practices that drive to outcomes
• Develop training focused on learning and positioning; onboard members of the Delivery organization so that they can succeed with the Delivery Model and as consultants
• Build operational excellence across the delivery value stream
• Ensure Nava improves performance and profitability throughout the delivery lifecycle
• Develop strategic approaches to mature and optimize operations, including but not limited to bench management, hiring manager involvement, and portfolio reporting; make recommendations to the CDO or COO for investment and initiative prioritization
• Drive team excellence via hiring and performance management
• Acting as hiring manager for all Delivery Operations roles
• Developing team members through Nava’s training, performance, and career mapping programs
• Setting clear expectations of performance and duties for all team members
• Other duties as required

Required skills

• 8+ years of experience working in project management, revenue operations, or delivery operations
• A skilled practitioner with deep experience in creative, strategic, technical, managerial and operational aspects of project delivery at scale
• A proven leader who has experience managing complexity, developing strategy and conducting long-term planning
• Comfortable with rapidly evolving, ambiguous situations in which unexpected changes to plan are common
• Experience building and growing strong teams
• In-depth experience cultivating strong relationships with external stakeholders and partners
• 5+ years of direct people management experience and team leadership
• Experience with government contracting or professional service firms, with a bonus for experience with fast-growing companies
• An adaptive, empathetic, collaborative leadership mindset 
• Excellent organizational skills and effective presentation skills
• Excellent written and real-time communication skills, with the ability to work harmoniously with others and communicate empathetically across many groups of people in a clear, concise manner

Desired skills

• Project management in a government context 
• Track record of introducing and expanding agile transformation and pursuing best practices in project management with clients and stakeholders<