Client Delivery Operations Manager

Wing is a fast-growing, Silicon Valley-based, venture-backed multinational startup. We are looking for an exceptional, highly motivated individual to serve as a Chief of Staff. This role goes beyond a traditional Executive Assistant—it’s a high-impact, strategic position designed for someone who thrives in a fast-paced, intense environment. You will be the right hand to the CEO, handling tasks like financial modeling, business analysis, keeping track of teams and performance, and driving cross-functional projects, ensuring that key strategic initiatives are executed seamlessly.

Key Responsibilities:
- Serve as a trusted advisor to the CEO, providing critical insights and helping shape business strategy.
- Researching options, speaking to companies, negotiating deals with service providers.
- Collaborate with the C-Suite to streamline operations and drive high-priority initiatives.
- Develop, maintain, and analyze complex financial models using advanced Excel skills.
- Prepare detailed reports, dashboards, and forecasting tools to support strategic decisions.
- Preparing written reports and analyses.
- Collecting data from a variety of systems and people.
- Oversee and coordinate cross-functional projects, ensuring alignment with overall business goals.
- Identify process improvements and implement efficient, tech-driven solutions.
- Conduct in-depth business analysis and market research to provide actionable insights.
- Prepare high-quality presentations and reports that communicate findings effectively.
- Act as a liaison between the CEO and other team members, ensuring clear and effective communication.
- Adapt to varied hours and high-intensity demands, managing a dynamic workload without a typical 9-5 structure.
- Assisting CEO with calendaring, scheduling, email, other communications.

Qualifications:
Technical & Analytical Skills:
- Mastery of Excel, including advanced functions, pivot tables, macros, and financial modeling techniques.
- Strong quantitative and analytical abilities with a keen eye for detail.
Business Acumen:
- Deep understanding of business operations and financial management.
- Proven experience in building and interpreting financial models that drive strategic decisions.
Tech Savvy:
- Proficiency with modern tech tools and project management software.
- Quick learner with the ability to adapt to new technologies and systems.
Experience:
- Prior experience in a high-growth startup environment or similar fast-paced setting.
- A background in business strategy, finance, or operations is highly preferred.
Soft Skills:
- Excellent communication and interpersonal skills.
- Strong organizational and time-management skills with the ability to manage multiple priorities.
Flexibility:
- Willingness to work non-traditional hours to meet the demands of a dynamic, global business environment.

What We Offer:
- Direct collaboration with the CEO and senior leadership in shaping a fast-growing multinational company.
- A challenging, dynamic role where no two days are the same—perfect for those who thrive on intensity and rapid growth.
- Competitive compensation package and benefits.
- A flexible, remote work arrangement that supports work-life balance in a high-performing environment.
- Substantial salary appraisal after 12 months.

Other Notes
- We are a multinational company with HQ in California, therefore, graveyard shift/night shift may be required.

Key Responsibilities
1. End-to-End Pipeline Management Own the daily operational management of Wing's active pipeline. Maintain visibility across every account and requirement from Sales handoff through successful launch. Ensure every pipeline item has a clear status, owner, next action, and expected completion date. Monitor accounts that are stalled, delayed, blocked, or at risk. Proactively follow up with responsible teams to move accounts forward. Ensure pipeline stages accurately reflect the actual operational status of each account. 2. Pipeline Health Monitoring Conduct daily reviews of pipeline movement and outstanding requirements. Identify aging accounts, stalled stages, capacity issues, and process bottlenecks. Flag accounts at risk of missing staffing or launch timelines. Monitor pipeline volume against available recruitment, staffing, onboarding, and operational capacity. Maintain clear visibility into what is entering, moving through, and exiting the pipeline. 3. Cross-Functional Coordination Work closely with: Sales Customer Success Talent Acquisition Staffing Onboarding Training Operations Product or specialized service teams Finance and other support teams when required Ensure clean handoffs between departments and prevent accounts from being delayed because of unclear ownership or incomplete information. 4. Sales-to-Operations Handoff Review newly closed accounts and confirm that operational requirements are complete. Validate role requirements, client expectations, staffing needs, timelines, and special conditions. Identify incomplete, unrealistic, or unclear requirements before they create downstream delays. Coordinate with Sales when clarification or expectation resetting is required. Ensure specialized products or services follow the correct operational process. 5. Staffing and Candidate Pipeline Oversight Monitor recruitment and staffing progress against client requirements. Track candidate availability, endorsement, interviews, client selections, replacements, and pending decisions. Identify roles with insufficient candidate supply or prolonged staffing timelines. Coordinate with Talent Acquisition and Staffing leadership on priority requirements. Escalate accounts requiring intervention, sourcing adjustments, compensation review, or expectation management. 6. Client Selection and Decision Management Track candidates presented to clients and outstanding client decisions. Ensure follow-ups occur within established timelines. Identify accounts where client responsiveness is delaying fulfillment. Coordinate with CSMs, OBS, Sales, or account owners when client intervention is required. Maintain visibility into candidate rejection reasons and recurring selection barriers. 7. Onboarding and Launch Readiness Monitor accounts approaching onboarding and launch. Confirm that staffing, documentation, equipment, access, training, schedules, and client requirements are ready. Surface launch risks before they become client-facing issues. Coordinate resolution between responsible departments. Ensure accounts transition cleanly from pipeline management into normal account operations. 8. Pipeline Escalation Management Serve as the first operational escalation point for pipeline-related issues. Examples include: Staffing delays Missing client requirements Candidate shortages Interview delays Client decision delays Incorrect Sales handoffs Compensation mismatches Training capacity concerns Onboarding blockers Ownership gaps System or CRM inaccuracies Accounts repeatedly moving backward in the pipeline Determine the appropriate owner, establish an action plan, and monitor the issue until resolution. 9. Pipeline Governance and Accountability Establish and enforce pipeline SLAs. Ensure teams update their respective pipeline stages consistently. Hold stakeholders accountable for overdue actions. Require clear next steps for every active account. Escalate repeated SLA breaches or operational blockers to leadership. Ensure pipeline meetings focus on decisions and corrective actions rather than status reporting alone. 10. Pipeline Reporting and Forecasting Provide leadership with clear visibility into: Total active pipeline New accounts entering the pipeline Accounts staffed Accounts awaiting candidates Accounts awaiting client decisions Accounts scheduled for launch Aging by pipeline stage Average time spent per stage Staffing turnaround time Bottleneck trends At-risk accounts Projected launches Expected revenue activation Pipeline capacity and resource constraints Produce weekly and monthly pipeline health reports with clear recommendations and required leadership actions. 11. Process Improvement Continuously evaluate how accounts move through Wing's pipeline. Identify unnecessary steps, duplicated work, unclear ownership, and communication gaps. Design improved workflows and escalation protocols. Recommend automation opportunities. Partner with system owners to improve CRM and pipeline architecture. Standardize handoff requirements between departments. Document processes, SLAs, escalation paths, and ownership matrices. Measure whether process changes improve pipeline velocity and client experience.

Required Qualifications
Strong experience in operations, program management, revenue operations, staffing operations, customer success operations, or similar environments. Demonstrated ability to manage complex workflows involving multiple departments. Strong analytical and problem-solving skills. Comfortable working with high-volume operational pipelines. Strong understanding of SLAs, workflow management, escalation management, and process optimization. Excellent stakeholder management and follow-through. Ability to challenge teams constructively and drive accountability. Strong written and verbal communication. Experience using CRM, project management, reporting, and workflow management platforms. Ability to interpret operational data and convert findings into actionable recommendations. Able to travel to the Philippines as required.

Preferred Qualifications
Experience in BPO, outsourcing, staffing, recruitment, SaaS, or service-based organizations. Experience managing client implementation or fulfillment pipelines. Experience working across Sales, Recruitment, Customer Success, and Operations. Familiarity with HubSpot, ClickUp, Power BI, or similar systems Experience designing SLAs, dashboards, workflow automation, or operational governance.