Manager, Delivery Service Operations (Hybrid) in Chesterfield

IMPACT Group is a certified woman‑owned career coaching firm based in St.Louis, MO that focuses on relocation, leadership development, and outplacement solutions. Our team of 300+ is united on one idea: People can succeed professionally and personally even through difficult career challenges and transitions. We’re on a mission to maximize human potential in an increasingly tech‑enabled world while partnering with companies of all sizes, large and small, across the globe. Join IMPACT Group and you’ll be helping others move their careers forward.

Ideal candidates will be located in the Greater St.Louis metropolitan area. This hybrid position requires regular travel to our Chesterfield, MO office on a weekly or bi‑weekly basis and is a full‑time, exempt role with a comprehensive benefits package. If a qualified candidate is not identified in the St.Louis area, we will also consider applicants residing in AL, CA, FL, GA, IL, MO, MI, NC, NJ, NY, TX, and WA.

Job Summary

The Manager, Delivery Services oversees the day‑to‑day operations, workflow, and performance of the Research and Resume teams, ensuring work is completed accurately, efficiently, and within established service levels while supporting continuous improvement and operational excellence.

Key Responsibilities

• Team Leadership & Performance Management – Directly supervise team members in the Research and Résumé Delivery functions; provide coaching, guidance, performance feedback, and professional development support; conduct one‑on‑one meetings and performance discussions; promote employee engagement, recognition, and retention initiatives.
• Workflow & Service Delivery Management – Oversee daily workflow, work assignments, and task prioritization; monitor team productivity and service‑level performance; balance workload across team members; identify and address operational issues and resource constraints.
• Quality & Operational Excellence – Reinforce quality standards and best practices; review performance metrics to identify improvement opportunities; partner with Quality and Operations leaders; support implementation of process improvements that increase efficiency, effectiveness, and consistency.
• Capacity Planning & Resource Coordination – Assist with forecasting workload and staffing needs; monitor team capacity and utilization; coordinate cross‑training and resource allocation; communicate staffing and workload trends to leadership.
• Cross‑Functional Collaboration – Partner with Coaching, Quality, Training, and Operations teams to support participant outcomes; communicate operational challenges, trends, and recommendations to leadership; support implementation of departmental initiatives and process improvements; assist with special projects and operational priorities as assigned.
• Other Duties – Perform other duties as assigned.

Qualifications

• Bachelor’s degree or equivalent combination of education and relevant experience.
• 2–5 years of supervisory or team‑leadership experience.
• Experience managing workflow, productivity, and service delivery in a fast‑paced environment.
• Demonstrated ability to coach, develop, and support employee performance.
• Strong organizational, communication, and problem‑solving skills.
• Experience using metrics, reporting, and data to drive performance and decision‑making.
• Proficiency with Microsoft Office applications.
• Ability to manage multiple priorities and adapt to changing business needs.
• Interest in leveraging technology, including AI‑enabled tools, to improve processes and outcomes.

What Makes You a Great Fit

You enjoy leading and developing teams, helping others succeed through coaching, feedback, and support; you use data and performance metrics to identify opportunities, solve problems, and drive results; you thrive in fast‑paced environments and can effectively balance multiple priorities while maintaining quality standards; you are comfortable learning and adopting new technologies, including AI‑enabled tools and process automation solutions; and you approach challenges with curiosity, adaptability, and a continuous improvement mindset.

We are an Equal Opportunity Employer committed to equity, diversity, neurodiversity, veteran status, and every intersection in between.