Manager - Delivery

About the Role:
 

The Delivery Manager will serve as the North America delivery lead for one of Factor’s fastest-growing and most strategic global embedded accounts, currently in an early stage of scale and transformation. This leader is responsible for establishing and overseeing delivery operations for the North America region within a globally expanding embedded team model. They will build operational foundations, lead regional team growth and transition efforts, ensure excellence in execution, and deepen strategic client partnership. The role blends hands-on delivery leadership with operational modernization — driving process rigor, scalable workflows, and thoughtful integration of AI-enabled solutions to enhance performance and value. As the global model evolves, this leader will collaborate closely with client stakeholders and future regional counterparts to ensure alignment, consistency, and long-term scalability. This is a senior leadership role focused on one region within a single enterprise account — not an agency-wide or multi-account oversight position. 

Key Responsibilities:

Regional Delivery Leadership (North America) responsibilities are included but not limited to; 

Establish and lead delivery operations for the North America region within the global embedded account.

Build and manage a cross-functional team embedded within the client organization. 

Define regional governance, workflows, communication rhythms, and performance expectations. 

Serve as the primary escalation point for delivery challenges within North America.

Provide regular visibility into regional performance, staffing, risks, and revenue impact to agency leadership. 

Partner directly with client stakeholders to ensure alignment between regional execution and broader global objectives.
 

Team Build, Transition & Scale:
 

Lead workforce planning, hiring, onboarding, and integration as the embedded team grows. Support talent transition initiatives as scope evolves.

Establish a strong team culture rooted in accountability, collaboration, and high performance. 
 

Operational Excellence & Modernization:

Design and implement scalable regional workflows that support a globally distributed model. Drive clarity in roles, decision-making frameworks, and cross-functional collaboration.

Identify and implement AI-enabled tools and automation opportunities to enhance quality, speed, and insight.

Establish KPIs to measure operational efficiency, delivery quality, and transformation progress. Contribute to shaping best practices as additional regions come online. 
 

Client Partnership & Growth:

Act as a senior delivery partner to North America client stakeholders. 

Provide proactive recommendations to improve effectiveness, efficiency, and business impact.

Identify and support organic growth opportunities within the region.

Partner with Growth and agency leadership to expand scope and strengthen long-term retention. 

Qualifications:

8–12+ years of experience in delivery or account management within an agency or consultancy environment.

Experience building or scaling teams within complex client environments.

 Proven success managing large, enterprise-level accounts. Strong financial acumen, including forecasting, margin management, and resource planning.

Experience operating within multi-region or globally distributed teams.

Demonstrated ability to build structure in ambiguous or early-stage environments.

Strong executive presence with the ability to influence senior client stakeholders.

Ability to balance strategic thinking with hands-on execution. Collaborative leadership style that thrives in cross-functional, matrixed environments.

Comfortable working remotely across time zones and traveling as needed.