Not SpecifiedCompensation
Junior (1 to 2 years)Experience Level
Full TimeJob Type
UnknownVisa
Staffing & Recruitment, Professional Services, ConsultingIndustries

Position Overview

  • Location Type: Remote
  • Employment Type: Contract
  • Salary: Not specified

Upwork 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.

Requirements

  • Not specified

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

Company Information

Upwork 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.

Skills

Service Delivery
Stakeholder Management
Account Operations
Talent Onboarding
Reporting
Cross-functional Collaboration
Client Relationship Management

Upwork

Online platform connecting freelancers and clients

About Upwork

Upwork connects freelancers with clients looking for various services in the gig economy, which focuses on short-term contracts instead of permanent jobs. The platform allows freelancers to create profiles that showcase their skills, while clients can post job listings for specific projects. Freelancers bid on these projects, and clients choose the best candidates based on proposals and reviews. Upwork earns revenue through service fees charged to freelancers based on their earnings, with a tiered structure that rewards long-term client relationships. The platform also offers premium memberships and additional services for enhanced visibility and access to job listings. Upwork provides tools for time tracking, invoicing, and project management, making it easier for both freelancers and clients to manage their work and payments. The goal of Upwork is to facilitate successful project completion by bridging the gap between freelancers and clients.

San Francisco, CaliforniaHeadquarters
2015Year Founded
$143.8MTotal Funding
IPOCompany Stage
Consulting, Enterprise SoftwareIndustries
10,001+Employees

Benefits

Health Insurance
Unlimited Paid Time Off
401(k) Retirement Plan
401(k) Company Match
Parental Leave
Employee Stock Purchase Plan

Risks

Increased competition from Fiverr and Toptal threatens Upwork's market share.
The new Fiverr-style Project Catalog may commoditize services, reducing freelancers' perceived value.
Strategic shifts under new management may not align with current client expectations.

Differentiation

Upwork connects freelancers with clients across diverse industries, enhancing global work opportunities.
The platform offers tools like time tracking and invoicing for efficient project management.
Upwork's tiered fee structure incentivizes long-term client relationships, differentiating it from competitors.

Upsides

Upwork's acquisition of Objective AI enhances its AI capabilities for better talent matching.
The introduction of Featured Jobs increases visibility for job posts, attracting more candidates.
Upwork's recognition as the top job posting site boosts its credibility among employers.

Land your dream remote job 3x faster with AI