Senior Manager, Delivery Operations

About NavaNava is a consultancy and public benefit corporation working to make government services simple and effective. Since 2015, federal, state, and local agencies have trusted Nava to help solve highly scrutinized technology modernization challenges.
As a client services company, we guide agencies constrained by legacy systems to a future with sharp user experiences built on secure, reliable, fault-tolerant cloud infrastructure. We bill for our time, offering our expertise and problem-solving approach to help our government partners enhance their digital products and services. People are at the heart of our work, from members of the public who rely on benefit programs to government agency staff. Through human-centered design and modern engineering best practices, we help our government partners understand user needs and deliver on their missions more effectively. This focus gives everyone at Nava the opportunity to do work that is meaningful, impactful, and deeply connected to public good.



Position Summary
As Senior Manager, Delivery Operations you will  practice user-centered service design and workflow optimization for complex internal initiatives. You will leverage skills of the design discipline including user research, service design, user experience design, visual design, and content design. You will develop service maps, prototypes, and other artifacts to advance operational improvements. You will partner with various teams across our 600 person company and support our continued growth. Your team will drive continuous improvement, ensuring predictability, efficiency, clarity, and profitability from contract award through the full delivery lifecycle including staffing, portfolio reporting, training, and process optimization.

What you'll do

• Workflow engineering, workflow design, and optimization
• Use industry best practices (such as process automation, information architecture, research, accessibility, service design, and content design) to improve process efficiency and productivity
• Conduct user research interviews with internal Delivery operational process stakeholders to understand their needs and pain points.
• Synthesize research, identify areas of inefficiency or bottlenecks, and recommend improvements to the Director of Delivery Operations
• Analyze management data for gaps and data process inefficiencies
• Design and implement improved workflows using AI, no-code/low-code tools, and content design to clarify processes, streamline services, and automate tasks
• Coordinate with stakeholders and use change management practices to create buy-in, compliance, and feedback loops for operational processes
• Monitor workflow performance, troubleshoot issues, and continuously refine automations for optimal efficiency and reliability
• Develop plain language documentation for new workflows and offer support to end-users
• Structure and plan research and improvements in accordance with agile development practices
• Help improve performance and profitability throughout the delivery value stream

Knowledge management optimization
• Inventory, assess, and organize existing operational process assets and identify need for new operational process assets
• Develop automations and systems to keep project performance data up-to-date Increase usability of project performance data for management, project teams, and business development stakeholders
• Restructure Delivery content in Sage handbook to optimize information architecture for both human and machine readers and improve maintainability

Talent development and training
• Identify areas where Delivery staff need better training to help advance operational process maturity and efficiency (eg. Plain Language, Task Automation)
• Work with Delivery Operations team, Training & Development Specialist, and other teams to develop trainings
• Coach and support colleagues to help them develop and maintain operational processes that are both human-centered and efficient 

Assist with data collection and analysis for the Delivery Org
• Develop workflow improvements which enable data to flow into portfolio management tooling
• Collaborate with Director of Delivery Operations and Chief Delivery Officer to establish best self-service uses of portfolio management tooling and most efficient reporting and sense-making to share with teams and Nava executive leadership.

Required skills

• 6+ years of experience in service design, user research, content design, or workflow engineering in professional working environments
• A comfortable level of familiarity with business operations including: staffing, bench management, hiring, business development, contracting, training, governance