Manager, Delivery Services (Hybrid) - Now Hiring

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 are building a better world by empowering people to find and grow great careers. As employees transition in, within, and out of a company, IMPACT Group coaching programs make a difference, helping people along their career path and move into desirable roles – working in their hometown, remotely or literally, anywhere in the world.  

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, national and global – our business model emphasizes the importance of human connections. 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. This is a full-time, exempt position offering a comprehensive benefits package.

If a qualified candidate is not identified in the St. Louis area, we will also consider applicants residing in the following states: AL, CA, FL, GA, IL, MO, MI, NC, NJ, NY, TX, WA

Job Summary: 

The Manager, Delivery Services is responsible for overseeing the day-to-day operations, workflow, and performance of the Research and Resume teams and supervision of team members. This role ensures work is completed accurately, efficiently, and within established service levels while supporting team development, operational excellence, and consistent service delivery.

The successful candidate is curious, adaptable, and committed to continuous improvement. They are interested in leveraging technology and emerging tools to enhance service delivery of research and resume, team effectiveness, and operational efficiency. This leader embraces innovation, evaluates new approaches thoughtfully, and balances experimentation with sound judgment and accountability.

Comfortable navigating change and evolving priorities, the Manager fosters a culture of learning, collaboration, and continuous improvement. They encourage new ideas, support process optimization, and help teams adapt to changing business needs while maintaining a focus on quality and results.

Key Responsibilities: 

1. Team Leadership & Performance Management

• Directly supervises team members within the Research and Résumé Delivery functions.
• Provides coaching, guidance, performance feedback, and professional development support.
• Conducts regular one-on-one meetings and performance discussions.
• Establishes clear expectations and supports accountability for team and individual results.
• Promotes employee engagement, recognition, and retention initiatives.

2. Workflow & Service Delivery Management

• Oversees daily workflow, work assignments, and task prioritization.
• Monitors team productivity, throughput, and service-level performance.
• Balances workload across team members to ensure timely completion of deliverables.
• Identifies and escalates operational issues and resource constraints as appropriate.
• Ensures consistent execution of established processes and procedures.

3. Quality & Operational Excellence

• Reinforces quality standards and best practices across service delivery teams.
• Reviews performance metrics and identifies opportunities for improvement.
• Partners with Quality and Operations leaders to address service or quality concerns.
• Supports implementation of process improvements that increase efficiency, effectiveness, and consistency.
• Promotes a culture of accountability, accuracy, and continuous improvement.

4. Capacity Planning & Resource Coordination

• Assists with forecasting workload and staffing needs.
• Monitors team capacity and utilization to maintain service commitments.
• Coordinates cross-training and resource allocation to support operational requirements.
• Communicates staffing and workload trends to leadership.

5. Cross-Functional Collaboration

• Partners with Coaching, Quality, Training, and Operations teams to support participant outcomes.
• Communicates operational challenges, trends, and recommendations to leadership.
• Supports implementation of departmental initiatives and process improvements.
• Assists with special projects and operational priorities as assigned.

6. Other Duties

• Performs 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.
• You approach challenges with curiosity, adaptability, and a continuous improvement mindset.

Applicant Data Disclosure & Privacy Notice (GDPR + CPRA)

This Applicant Data Disclosure & Privacy Notice (“Notice”) explains how IMPACT Group (“Company,” “we,” “our,” or “us”) collects, uses, shares, retains, and protects personal data in connection with our recruiting and hiring process, including when you apply for a job through our applicant tracking system (“ATS”).

This Notice applies to applicants, candidates, and individuals interacting with our recruitment process (“Applicants”).

1) Who We Are (Controller / Business)

Company Name: IMPACT Group

Address: 12977 North Outer 40 Drive, Suite 300, St. Louis, MO 63141 United States

Email: hresources@impactgrouphr.com

Phone: + 1 800-420-2420

GDPR Data Controller

For individuals located in the European Economic Area (EEA), United Kingdom, or Switzerland, IMPACT Group is the data controller of your personal data.

California CPRA Business

For California residents, IMPACT Group is a “business” as defined under the California Privacy Rights Act (“CPRA”).

2) Categories of Personal Data We Collect

We may collect the following categories of personal data from you, depending on the role and recruitment stage:

A. Identifiers & Contact Information

• Name, email address, phone number
• Mailing address (if provided)
• Online identifiers (e.g., IP address, device identifiers)

B. Professional & Employment-Related Information

• Resume/CV, cover letter, work history, education
• Certifications, languages, skills, portfolio, writing samples
• References and referral information (if provided)

C. Recruiting Process Information

• Interview notes, assessment results, communications
• Application status, scheduling history, outcomes

D. Sensitive Personal Information (Only When Permitted/Required)

We may collect limited sensitive personal data only where permitted by law and/or relevant to the hiring process, such as:
• Disability or accommodation needs
• Work authorization/immigration status (as required)
• Diversity/equal opportunity data (optional, where applicable)
• Background check results (only after applicable notice/authorization)

We do not use sensitive personal information to infer characteristics about you for unrelated purposes.

E. Technical & Usage Data (ATS and Website)

• Log data, browser type, operating system
• Interaction data within our career site/ATS

3) Sources of Personal Data

We collect personal data from:
• You directly (applications, communications, interviews)
• Recruiting sources you authorize (e.g., LinkedIn or job boards)
• Referees you provide (where permitted)
• Service providers supporting recruiting (e.g., ATS, assessments)
• Background check providers (only where applicable and authorized)

4