Senior Manager – Service Delivery (Sales & Customer Experience) – Kingston, Jamaica

Are you exploring senior leadership roles in service delivery, sales operations, and customer experience in Kingston, Jamaica? Fusion CX is hiring a Senior Manager – Service Delivery to lead operational performance, client success, and execution across high-impact service delivery programs. This role is designed for leaders who excel in analytics, cross-functional coordination, and improving customer experience and sales outcomes. Apply today.

Job Description:

About the Role

The Senior Manager – Service Delivery is responsible for overseeing all operational performance metrics across sales, customer experience, quality, compliance, and delivery outcomes. You will collaborate closely with internal teams and client stakeholders to ensure strong performance, continuous improvement, and seamless service delivery execution. The Service Delivery role in Kingston, Jamaica, requires strong analytical thinking, process discipline, and the ability to convert insights into structured action.

Key Responsibilities

Service Delivery & Performance
• Own performance metrics across sales, customer experience, quality, and compliance.
• Monitor daily, weekly, and monthly KPIs to identify trends, gaps, and opportunities.
• Develop action plans to improve sales conversion, customer satisfaction, compliance, and efficiency.
• Ensure adherence to performance expectations, operational standards, and process requirements.

Operational Excellence & Improvement
• Implement operations excellence practices to streamline workflows and reduce errors.
• Conduct root-cause analysis on performance gaps and coordinate corrective actions across functions.
• Enhance SOPs, operating workflows, and inter-team coordination to strengthen delivery execution.

Leadership & People Enablement
• Lead supervisors/managers and support them in achieving their performance goals.
• Provide coaching, structured feedback, and leadership development.
• Drive a culture of accountability, ownership, performance focus, and continuous improvement.

Analytics & Reporting
• Conduct advanced data analysis using Excel, Power BI, or equivalent tools.
• Build performance dashboards, reports, and insights documents for internal and client review.
• Translate data into clear, actionable recommendations to support decision-making.

Note: Responsibilities may evolve based on business needs.

Job Requirements:

• Minimum 4+ years of management experience (supervisor level or above).
• Minimum 3 years in telecom operations, customer experience, or sales delivery.
• Strong analytical capability including Excel (VLOOKUP, Pivot Tables), reporting, and insights generation.
• Proven experience managing operational KPIs and driving measurable improvements.
• Strong critical thinking, problem-solving, and data interpretation skills.
• Excellent communication skills with the ability to support client-facing discussions.
• Experience in Service Delivery, Operations Excellence, or Business Insights preferred.
• Ability to lead teams in high-paced, evolving operational environments.
• For LATAM/NALATAM candidates: U.S. visa preferred for business travel (only if required).

Why Join Fusion CX?

This Service Delivery role in Fusion CX in Jamaica offers the opportunity to influence high-impact delivery outcomes while working with senior leaders across operations and client success.

• Lead a major service delivery function with visibility across stakeholders.
• Work in a performance-driven environment rooted in analytics and operational excellence.
• Collaborate with global teams and cross-functional partners.
• Grow your career in a strategic leadership role with long-term advancement opportunities.

If you are seeking senior service delivery leadership opportunities in Kingston, Jamaica, where you can shape sales and customer experience performance, apply today. And grow your career with Fusion CX.