Director of Delivery Operations
: Job Details :

About Nava

Nava is a consultancy and public benefit corporation working to make government services simple, effective, and accessible to all. Since 2013, federal, state, and local government agencies have trusted Nava to build transformative digital services to help people access public benefits. Meeting our mission is an opportunity to restore trust between people and public institutions. We focus on populations that are the least protected because the stakes are higher.

As a client services company, we work with government agencies to improve how people apply for benefits, navigate their health care, and more. We bill for our time, selling our expertise and problem-solving methodology to government clients. Our clients hire us to help improve their products and services so that their users and beneficiaries have a better customer experience. These end-users—the humans who benefit from our work—are at the core of everything we do. We research beneficiaries' needs to help our government clients better deliver on their missions, providing everyone at Nava opportunities to do meaningful, impactful work.

Position Summary

The Director of Delivery Operations is accountable for the delivery operations value stream, from contract award through the full delivery lifecycle. They will be expected to provide a strategic approach to how Nava learns, delivers, positions, and prioritizes across this value stream.

Day-to-day, their responsibilities will include building operational excellence in Delivery Operations, including (but not limited to) training Delivery staff, ensuring Nava's delivery teams learn from client satisfaction insights, and identifying/rectifying processes that can be improved, simplified, or deprecated. They will be expected to use effective change management communications to roll out all improvements.

What you'll do

• Drive the delivery operations value stream
• Lead delivery operations to ensure predictability, efficiency, clarity, and profitability across the value stream
• Translate strategic direction from the Chief Delivery Officer to actionable plans for the Delivery Operations team
• Ensure efficiency with Nava's matrixed model
• Identify, manage, communicate, and implement process improvements; ensure methods are clear and tooling is in place
• Develop infrastructure to ensure effective client satisfaction reporting and response
• Support and coordinate consistent practices to build capabilities, practices that drive to outcomes
• Develop training focused on learning and positioning; onboard members of the Delivery organization so that they can succeed with the Delivery Model and as consultants
• Build operational excellence across the delivery value stream
• Ensure Nava improves performance and profitability throughout the delivery lifecycle
• Develop strategic approaches to mature and optimize operations, including but not limited to bench management, hiring manager involvement, and portfolio reporting; make recommendations to the CDO or COO for investment and initiative prioritization
• Drive team excellence via hiring and performance management
• Acting as hiring manager for all Delivery Operations roles
• Developing team members through Nava's training, performance, and career mapping programs
• Setting clear expectations of performance and duties for all team members
• Other duties as required

Required skills

• 8+ years of experience working in project management, revenue operations, or delivery operations
• A skilled practitioner with deep experience in creative, strategic, technical, managerial, and operational aspects of project delivery at scale
• A proven leader who has experience managing complexity, developing strategy, and conducting long-term planning
• Comfortable with rapidly evolving, ambiguous situations in which unexpected changes to plan are common
• Experience building and growing strong teams
• In-depth experience cultivating strong relationships with external stakeholders and partners
• 5+ years of direct people management experience and team leadership
• Experience with government contracting or professional service firms, with a bonus for experience with fast-growing companies
• An adaptive, empathetic, collaborative leadership mindset
• Excellent organizational skills and effective presentation skills
• Excellent written and real-time communication skills, with the ability to work harmoniously with others and communicate empathetically across many groups of people in a clear, concise manner

Desired skills

• Project management in a government context
• Track record of introducing and expanding agile transformation and pursuing best practices in project management with clients and stakeholders

Other requirements

• Must be legally authorized to work in the United States and meet any other requirements for government contracts for which they are hired.
• Candidates who are offered a job with Nava must possess work authorization that does not require sponsorship by their employer for a visa now or in the future.
• May be subject to a government security investigation and must meet eligibility requirements for access to classified information or applicants who are eligible for security clearances.

Perks working with Nava

• Competitive benefits: We prioritize your well-being, offering highly competitive medical, dental, and vision benefits.
• Generous time off: Enjoy 20 days of accrued PTO, 12 paid federal holidays, 5 floating holidays, and unlimited sick leave.
• Annual discretionary bonus: Paid annually to eligible employees. When Nava does well, you do well.
• Parental leave: Receive 16 weeks of fully paid parental leave and weekly meal deliveries during your leave.
• Employee wellness program: Access our comprehensive Employee Wellness Program.
• Virtual doctor visits: Enjoy zero copay virtual doctor visits through UHC.
• Fertility support: Benefit from fertility support and treatment options.
• Sabbatical leave: We offer a sabbatical leave program.
• 401k contributions: We match 4% of your salary in 401k contributions.
• Flexible work arrangements: We offer flexible work arrangements to suit your needs.
• Home office setup: Receive assistance with your home office setup and a monthly phone allowance.
• Utilities reimbursement: Get a monthly partial reimbursement for utilities (where applicable).
• Learning and development: Access our comprehensive learning and development program.
• Tuition and Professional development budget: Receive a prorated annual tuition and professional development budget and a LinkedIn Learning license.
• Equity stock options: Benefit from equity stock options.
• Employee referral program: Participate in our employee referral program.
• Commuter benefits: Enjoy commuter benefits.
• Insurance coverage: Receive short and long-term disability insurance, as well as life and accidental death insurance.
• Inclusive culture: Join our diverse, inclusive, highly collaborative, and vibrant culture that supports remote work.

Location

You can work in a hybrid work arrangement from one of Nava's offices in NYC, DC, or San Francisco. We also have fully remote options if you reside in one of the following states: Alabama, Arizona, California, Colorado, DC, Florida, Georgia, Illinois, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Nevada, North Carolina, New Jersey, New York, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, Texas, Tennessee, Utah, Virginia, Washington, Wisconsin.

*If you are not living in one of the states listed above, unfortunately, you will not be considered for a position at this time.

Stay in touch

Sign up for our newsletter to find out about career opportunities, new partnerships, and news from the broader civic tech community.

Nava PBC is an equal opportunity employer that is deeply committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, age, gender, religious or political beliefs, national origin or heritage, marital status, disability, sex, sexual orientation or gender identity, genetic information, pregnancy, status as a protected veteran or any characteristic protected by federal, state, or local laws. Our commitment to diversity, equity, and inclusion not only reflects our values as a public benefit corporation but also enriches our ability to do our work. Learn more about where we are today and hope to be by 2025.

Please contact the recruiting team at ...@navapbc.com if you would like to request reasonable accommodation during the application or interviewing process.

We participate in E-Verify. Upon hire, we will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. This role requires you to work from the contiguous United States.