Call Delivery Manager

OneMain Financial

. Provide leadership, planning, prioritization, and execution oversight for day-to-day line-of-business support across the Call Delivery and Voice Technology organization.

Posted 10/6/2026full-timeWilmington • United StatesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing intake processes, service requests, and change management within Call Delivery and Voice Technology environments. Proficient in operational oversight, prioritization frameworks, and stakeholder communication to ensure alignment with business outcomes.

Highest-signal resume keywords

Change ManagementServiceNow TicketingOperational DocumentationRisk ManagementCross-Functional Coordination

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Intake ManagementService Request CoordinationOperational PlanningPrioritization Framework DevelopmentChange Management Standards

Soft Skills

Organizational SkillsCommunication SkillsRelationship ManagementFacilitation Skills

Tools & Technologies

ServiceNowKnowledge Base Administration

Industry Keywords

Call DeliveryTelephony OperationsContact Center TechnologyOperational StabilityGovernance

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

Provide leadership, planning, prioritization, and execution oversight for day-to-day line-of-business support across the Call Delivery and Voice Technology organization.
Coordinate the intake, assignment, tracking, and completion of incidents, service requests, business-as-usual changes, and strategic enhancements.
Distribute work based on business priority, complexity, team member skill level, available capacity, risk, and required delivery timelines.
Monitor request inventory, dependencies, deadlines, and outcomes, escalating barriers or competing priorities when necessary.
Partner with business leaders to validate completed changes and confirm that delivered solutions align with the intended request and business outcome.
Develop and maintain documentation for Call Delivery processes, telephony configurations, inventories, dashboards, and operational procedures.
Oversee the ServiceNow ticketing system and Knowledge Base.
Lead the development and maturation of a centralized intake process for Call Delivery support requests, incidents, team member changes, and strategic enhancements.
Define intake requirements and establish methods for evaluating, categorizing, routing, prioritizing, and tracking incoming work.
Develop a prioritization framework balancing business-as-usual support with strategic enhancements, compliance needs, risk remediation, operational stability, and organizational value.
Advance the Call Delivery support model toward a shared services approach with consistent processes, service expectations, governance, and transparency.
Improve visibility into demand, capacity, request aging, delivery commitments, competing priorities, and completed outcomes.
Identify opportunities to streamline, standardize, or automate recurring requests.
Lead the continued development and maturation of the Call Delivery change management process.
Establish change management standards covering documentation, impact assessment, risk identification, stakeholder communication, approvals, implementation readiness, validation, and closure.
Develop repeatable processes for routine changes, complex enhancements, system updates, and cross-functional initiatives.
Assess operational impacts of proposed changes on team members, customers, workflows, controls, reporting, and downstream processes.
Improve visibility into change timelines, implementation status, outcomes, risks, dependencies, and post-change results.
Establish post-implementation validation and review practices.
Promote adherence to change management standards while keeping the process practical, scalable, and responsive.

Requirements

What you’ll need

High school diploma or GED.
Two or more years of management experience.
Experience managing or coordinating intake, service requests, incidents, business changes, or technical enhancements.
Demonstrated ability to make critical operational decisions and advance projects with minimal direction.
Solid understanding of operational and risk management practices.
Strong organizational skills with the ability to manage competing priorities, deadlines, dependencies, and stakeholder expectations.
Excellent communication, facilitation, and relationship-management skills, with experience working across teams and organizational levels.
Proficiency in maintaining organized, accurate, and comprehensive process and operational documentation.
Ability to translate business needs into structured requests, priorities, and actionable delivery plans.
Familiarity with Call Delivery, contact center technology, or telephony operations is desired.
Experience with ServiceNow ticketing, request management, reporting, or Knowledge Base administration.
Experience developing or maturing change management, intake, demand management, or shared services processes.
Experience in strategic planning, capacity planning, governance, and reporting frameworks.
Experience coordinating cross-functional technical enhancements and operational changes.
Experience developing prioritization models, service-level expectations, operational dashboards, or performance measures.
Experience supporting technology transformations or enterprise-scale operational initiatives.

Benefits

Comp & perks

Health and wellbeing options including medical, prescription, dental, vision, hearing, accident, hospital indemnity, and life insurances
Up to 4% matching 401(k)
Employee Stock Purchase Plan (10% share discount)
Tuition reimbursement
Paid time off (15 days’ vacation per year, prorated based on start date)
Paid sick leave as determined by state or local ordinance (prorated based on start date)
11 Paid holidays (4 floating holidays, prorated based on start date)
Paid volunteer time (3 days per year, prorated based on start date)
Flexible work arrangements
Career development
Inclusive culture
Opportunities to impact the communities where we live and work