Manager of Client Delivery & Process Improvement

FUSION GROWTH PARTNERS Manager of Client Delivery & Process Improvement

Remote — Nationwide Full-Time $100,000 – $120,000 base + performance bonus Not available in CA, IL, NY

The Opportunity

This is not a process analyst role.

This is a builder role.

You will own how work moves, how clients experience us, and how we get better — month after month.

Fusion Growth Partners is a fast-moving marketing and operations agency that builds and runs complete growth systems for our clients.

We have a strong execution team, experienced project managers, and real momentum — and we’re bringing in someone sharp to make it all run better.

You will sit as a peer to our execution leads and project managers.

No managing down.

You win through influence, data, and trust.

Your single obsession: make every client delivery faster, tighter, and more impressive than the one before it.

This role has a clear growth path.

We are building toward a VP of Operations and eventually a Chief Delivery Officer role.

The right person will be the obvious choice for that seat.

If you want a launchpad, not a landing spot, this is the right move.

What You’ll Own

• Map and document every core delivery workflow — from ticket intake through every department hand-off to final client output.
• Instrument those workflows with metrics that matter: turnaround time, hand-off failure points, rework rate, and client experience moments.
• Partner with execution leads and project managers to redesign broken or slow processes and drive adoption without direct authority.
• Optimize the coordination of offshore and onshore staff across every workflow.
• Design the delivery experience for new and existing services with one explicit goal: wow the client, not just meet spec.
• Find where cost can be reduced without degrading quality — and identify where added investment buys disproportionate client delight.
• Build the systems and reporting that give leadership clear visibility into delivery health at any moment.

What We’re Looking For

• 3–6 years in delivery operations, agency or BPO operations, process improvement, or operations consulting at a services company — not a factory floor.
• Direct, hands‑on experience coordinating offshore and onshore teams. This is non‑negotiable.
• Strong project management foundation; comfortable as a true peer to experienced PMs.
• Demonstrated ability to redesign workflows and get adoption through influence, not authority.
• Sharp instincts for team dynamics and the human side of process change.
• High technical fluency — you build and instrument processes in real systems, read the data, and find the bottleneck.
• Lean Six Sigma Green Belt is a useful signal but not a requirement.
• Hungry, career‑minded, and genuinely motivated to grow into a senior operations leadership role.

Compensation

• Base Salary $100,000 – $120,000
• Performance Bonus 10–20% tied to delivery metrics and client satisfaction
• Location Remote — any state except California or New York

Why Fusion

Fusion Growth Partners invests directly into our clients’ businesses — funding the infrastructure, staff, marketing, systems, and operations — and we earn our return when they grow.

We have skin in the game.

That means delivery is not a support function here.

It is the product.

You will be joining a team that is honest about what is broken and motivated to fix it.

The execution team and project managers are solid.

What’s missing is the person who makes the whole machine run cleaner.

That’s this role.

Requirements Must-Have

• You have done this before — really done it. Not documented processes from the outside, but gone inside a broken workflow, redesigned it, dealt with the resistance, and got the team to actually change how they work. You can tell us a specific story about it.
• The non-negotiables: Direct, hands‑on experience coordinating both offshore and onshore teams. If you have only managed domestic teams, this is not the right role. The communication overhead, timezone dynamics, and quality control gaps that come with offshore coordination are things you need to have already lived.
• You know how to win without a title. This role has no direct reports. You will be working as a peer to experienced execution leads and project managers.
• If you need authority to get things done, this seat will frustrate you.
• If you thrive on building trust and moving people through influence and data, you will love it.
• You have rebuilt something inside a real system — not on a whiteboard.
• You can get inside workflow tools, instrument a process with metrics, find the bottleneck, and fix it.
• Certifications like Lean Six Sigma Green Belt are a useful signal, but what we actually care about is whether you can do the work.
• You understand people as much as you understand process.
• The best candidate will talk about team dynamics, communication, and the human side of change almost as much as they talk about systems.
• Process improvement that ignores people fails every time.
• Your background is in services, not manufacturing.
• Lean thinking from a factory floor is the wrong instinct here.
• We think in client moments, turnaround times, and hand off quality — not defect rates.
• You are 3 to 6 years into your career. Experienced enough to have real scar tissue from process work.
• Hungry enough to want to build something and grow into a senior leadership role.

Benefits

• Health, Dental, Vision, PTO, 401K