Manager, Delivery Operations

Skillable is a 100% remote and virtual tech company that’s modernizing the world of training. Come share your professional magic with highly talented, driven and fun colleagues who believe in the power of “skilling.” Experience what a true team focused on doing the right thing feels like! 

Our people and talent are what make us great and fun! We work together to create amazing solutions and experiences for our customers and their clients. We utilize our employees’ personal strengths to help our company grow and ensure our team is living their best, authentic life. We don’t just share our appreciation for our team members once a year with a branded mug—it’s shared on a daily basis. Our remote work environment blends the demands of work and life without the added pressure of commuting or feeling guilty about leaving early to visit the dentist. 

Come work with us and learn what teamwork and integrity blended with an emphasis on well-being and balance can do for your career! 

The Manager, Delivery Operations will own the successful planning, operations and continuous delivery of labs, events, and programs formally designated as managed by delivery operations. Ensure labs perform predictably and at scale, through disciplined capacity planning, delivery standards, monitoring and cross-functional execution. Partner with Infrastructure and Cloud Operations on fabric readiness, and Product to align a delivery forecast with product launches and major events, ultimately ensuring the Skillable platform performs as expected for labs launched at scale.

Responsibilities

• Own and ensure the successful, predictable, and scalable execution of all lab deliveries formally managed by the Delivery Operations team.

• Own delivery assurance for all labs designed as managed by Delivery Operations and ensure all key metrics are recorded and monitored regularly. 

• Lead the team in planning through launch of delivery for designated events, including regular monitoring and engagement to meet customer needs for all highly visible deliveries. 

• Establish and enforce delivery of readiness standards for consistency and scalability of Skillable lab use across customers. 

• Co-ordinate pre-instancing, scale testing, and deployment validation. 

• Maintain rolling delivery forecasts for managed programs and develop concurrency models and resource planning frameworks, in collaboration with Customer Experience teams. 

• Build, publish and maintain best practices for lab design which ensure high scale delivery through design optimization, design patterns, and resource usage. 

• Lead post-delivery reviews and retrospectives to drive continuous improvement of delivery operations. 

• Partner with Product and Technical PMs to influence platform enhancements that increase delivery success. 

• Guide customer facing teams on scalable lab program design to ensure broad knowledge share across Skillable, in support of customer needs. 

• Ensure all critical team members across the organization understand delivery requirements and operational constraints. 

• Represent delivery readiness, including regular reporting on key data points, within leadership planning discussions. 

• Build, manage and retain a high performing team with strong redundancy and knowledge share, through strong leadership and talent development. 

• Develop future talent and succession plans for key roles through assigning regular occurring responsibilities, mentoring, and strategic delegation. 

• Focus daily on execution and risk management (i.e. monitor active deliveries, respond to incidents, triage and resolve delivery issues, lead planning sessions, review and optimize lab content, ensure real-time coordination during live events). 

• Focus monthly on forward planning and alignment (i.e. maintain visible 3-month rolling delivery plan for managed programs, identify tier 1 and high-risk deliveries, validate capacity and infrastructure readiness, review forecast accuracy, adjust delivery plans). 

• Focus quarterly on strategic readiness and evolution (i.e. forecast delivery, infrastructure and fabric needs, deployment stand