Delivery Manager

Upwork ($UPWK) is the world’s largest work marketplace, connecting businesses with highly skilled professionals worldwide. From entrepreneurs to Fortune 100 enterprises, companies trust Upwork’s platform to access expert talent, leverage AI-powered work solutions, and drive meaningful business outcomes.

Upwork’s AI-powered platform has facilitated over $20 billion in economic opportunity for professionals worldwide. With professionals spanning 10,000+ skills, including AI and machine learning, software development, sales and marketing, customer support, finance and accounting, and more, Upwork empowers businesses of all sizes to scale, innovate, and build agile teams.

We are seeking a proactive, results-oriented Delivery Manager to oversee the successful execution of Managed Services programs for Upwork’s Enterprise & Managed Services clients..  The Delivery Manager will be responsible for leading service delivery across client accounts, ensuring performance excellence, stakeholder satisfaction, and alignment with contractual service level agreements (SLAs). Whether it's managing account operations, streamlining talent onboarding, or enhancing reporting processes, the Delivery Manager empowers the broader Managed Services team and cross-functional partners to deliver results more efficiently and at scale.

Responsibilities:

• Lead day-to-day operations of the global delivery team ensuring consistent execution and adherence to SLAs and KPIs.
• Act as the primary point of contact for client stakeholders, addressing escalations, sharing performance insights, and ensuring overall satisfaction.
• Works cross-functionally with account management ,program teams, recruiting teams, product, etc. to innovate the overall managed services offering
• Manage internal relationships by collaborating with key cross-functional teams: Talent Delivery for Sourcing the best (and right) talent on the platform; Talent Operations for classification services and other HR functions specific to the Managed Services workforce; Enterprise Solutions for Platform/account configuration, maintenance, and reporting; Finance (Billing and Accounting) teams for invoice validation and overall program profitability monitoring 
• Conduct regular program reviews, including QBRs and scorecard reporting, with data-driven recommendations.
• Works with clients to develop project scope and execution; additionally drives client relationships for all assigned projects and leverages resources to maximize growth and opportunity via weekly calls, etc
• Establishes standard methodologies through the entire support process and ensures the team follows appropriate protocol
• Generate and analyze operational reports to inform decision-making and improve program effectiveness.
• Ensures the program adheres to SOW requirements; implements tactical plans and initiatives that exceed customer expectations of end user experiences
• Manages internal relationships with cross-functional teams to maximize client success

What it takes to catch our eye: 

• Demonstrated expertise in managing programs, projects, or operations effectively.
• Experienced in supporting Managed Services or Outsourced Solution Programs
• Deep knowledge of the Upwork platform and/or managed services tools
• Experience with large program management and administration, including experience working with distributed global teams
• Demonstrated ability to prioritize, delegate, and take ownership of multiple concurrent projects in a fast-paced environment.
• Brings strong business acumen and a professional, client-ready communication style.
• Ability to work across multiple stakeholders and prioritize in a fast-paced environment.
• Change management or process transformation experience
• Previous work with or for enterprise-level companies preferred
• Experienced in leading high volume delivery programs (such as customer support, call center, data services, embedded teams 
• Exceptional verbal and written communication skills in English; proficiency in additional languages is a plus.

To learn more about how Upwork processes and protects your personal information as part of the application process, please review our Global Job Applicant Privacy Notice