Manager, Delivery

At Qualtrics, we create software the world’s best brands use to deliver exceptional frontline experiences, build high-performing teams, and design products people love. But we are more than a platform—we are the creators and stewards of the Experience Management category serving over 18K clients globally. Building a category takes grit, determination, and a disdain for convention—but most of all it requires close-knit, high-functioning teams with an unwavering dedication to serving our customers. When you join one of our teams, you’ll be part of a nimble group that’s empowered to set aggressive goals and move fast to achieve them. Strategic risks are encouraged and complex problems are solved together, by passing the microphone and iterating until the best solution comes to light. You won’t have to look to find growth opportunities—ready or not, they’ll find you. From retail to government to healthcare, we’re on a mission to bring humanity, connection, and empathy back to business. Join over 6,000 people across the globe who think that’s work worth doing. Manager, Delivery Why We Have This Role As the Manager, Delivery within Employee Experience, you will oversee the day-to-day operations of a specialized Delivery team focused on implementation, data mapping, client data ingress, or engagement services. You will ensure your team delivers services on time, error-free, and in full alignment with contractual commitments. Acting as an operational problem solver and knowledge resource, you will lead process efficiency improvements, foster cross-functional collaboration, and build a strong team culture. If you are a high-impact leader passionate about operational excellence, employee engagement, and delivering exceptional customer experiences across healthcare systems, this role offers an ideal fit. How You’ll Find Success • Operational Leadership & Execution: Manages day-to-day team operations to ensure seamless, error-free delivery and contract compliance. • Resource & Caseload Allocation: Assigns client accounts and projects strategically to maintain equitable workload distribution. • Urgent Problem Solver: Leverages strong analytical skills to troubleshoot complex operational issues and drive service recovery. • Process Innovator: Navigates ambiguity effectively to build new workflows from scratch and evolve processes as business needs change. • Culture & Team Builder: Fosters strong cross-functional communication, drives engagement initiatives, and actively coaches team members. How You’ll Grow • Expand your leadership profile within Employee Experience and broader Business Unit management teams. • Deepen strategic capabilities by contributing directly to corporate goals and OKR execution. • High-visibility collaboration across cross-functional departments to evolve delivery functions and operational standards. • Refine organizational design skills through capacity planning, workload management, and team development. Things You’ll Do • Manage & Mentor Team: Direct all aspects of team supervision, including regular group and 1-on-1 meetings, coaching, and performance management. • Ensure Operational Quality: Oversee client implementations, data ingress, mapping, or engagement specialist workflows to guarantee timely, accurate delivery. • Drive Service Recovery: Provide internal and client-facing escalation support to resolve service failures and troubleshoot complex issues. • Optimize Delivery Processes: Identify operational bottlenecks and lead continuous improvement initiatives to scale efficiency. • Champion Employee Experience: Lead engagement survey action planning and foster a collaborative, positive team environment. What We’re Looking For On Your Resume • 10+ years of healthcare, quality improvement, o