Leads a specialized Delivery team supporting client implementations, data mapping, data ingress, and engagement services. Manages team performance, workload allocation, service quality, contract compliance, escalations, and client issue resolution. Builds and improves operational processes, drives service recovery, supports continuous improvement, and fosters employee engagement. The role also partners cross-functionally on capacity planning, organizational design, and strategic business objectives across healthcare-related client services.
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.
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, or project management experience.
- Demonstrated experience managing large teams and complex operational caseloads.
- Bachelor’s degree or equivalent 4-year college program.
- Proven proficiency with Microsoft Office (Word, Excel, Outlook), with advanced Excel skills preferred.
- Track record of building new processes from scratch and driving service recovery for complex clients.
What You Should Know About This Team
- Execution & Quality Focused: We are committed to high precision, contract compliance, and delivering error-free client outcomes.
- Collaborative & Culture-Driven: We place strong emphasis on cross-team collaboration, transparent communication, and team culture.
- Agile & Process-Oriented: We embrace change, continuously evolve our delivery models, and solve problems with a sense of urgency.
- Goal-Aligned: We actively contribute to overall division metrics, employee experience initiatives, and strategic business goals.
Our Team’s Favorite Perks and Benefits
- Comprehensive Health & Wellness: Premium medical, dental, and vision insurance options for you and your dependents.
- Leadership Development & Coaching: Opportunities for professional growth, management coaching, and leadership advancement.
- Paid Time Off & Work-Life Balance: Generous vacation allowance, sick time, and paid company holiday schedule.
- 401(k) Retirement Savings Plan: Competitive company matching contributions to support your long-term financial health.
The Qualtrics Hybrid Work Model: Our hybrid work model is elegantly simple: we all gather in the office three days a week; Mondays and Thursdays, plus one day selected by your organizational leader. These purposeful in-person days in thoughtfully designed offices help us do our best work and harness the power of collaboration and innovation. For the rest of the week, work where you want, owning the integration of work and life. #hybrid
Qualtrics is an equal opportunity employer meaning that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic.
Applicants in the United States of America have rights under Federal Employment Laws:Family & Medical Leave Act,Equal Opportunity Employment,Employee Polygraph Protection Act
Qualtrics is committed to the inclusion of all qualified individuals. As part of this commitment, Qualtrics will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please let your Qualtrics contact/recruiter know.
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For full-time positions, this pay range is for base per year; however, base pay offered within this range may vary depending on location, job-related knowledge, education, skills, and experience. A sign-on bonus and restricted stock units may be included in an employment offer. Full-time employees are eligible for medical, dental, vision, life and disability, 401(k) with match, paid time off, a wellness reimbursement, and mental health benefits. For a detailed look at our benefits, visit Qualtrics US Benefits.
Illinois Base Annual Pay Transparency Range
$109,000—$132,500 USD
Qualtrics Chicago, Illinois, USA Office
Qualtrics Chicago Office
191 North Wacker Drive Suite 1200, Chicago, IL, United States, 60606
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