Upwork

Delivery Manager

Remote

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

Requirements

Candidates should possess a Bachelor’s degree and demonstrate at least 5 years of experience in a delivery management role, with a strong understanding of service level agreements (SLAs) and key performance indicators (KPIs). Experience in managing global delivery teams and collaborating with cross-functional partners is highly desirable.

Responsibilities

The Delivery Manager will lead day-to-day operations of the global delivery team, ensuring consistent execution and adherence to SLAs and KPIs, and will act as the primary point of contact for client stakeholders, addressing escalations and sharing performance insights. They will also work cross-functionally with account management, program teams, and other departments to innovate the managed services offering, manage internal relationships with key teams, conduct regular program reviews, generate and analyze operational reports, and ensure the program adheres to SOW requirements while exceeding customer expectations.

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.

Key Metrics

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.

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