Upwork ($UPWK) is the world's work marketplace. We help connect companies large and small with top independent talent from around the world. Simply put, our mission is to create economic opportunities so people have better lives.
Every year, more than $3 billion of work is done through Upwork by skilled professionals who want the freedom of working anytime, anywhere.
Upwork Outsourced Solutions is Upwork's solution delivery team that ensures our top clients have phenomenal outcomes, particularly when clients engage Upwork for Managed Services. This globally distributed team is key to delivering the future of work to Upwork Enterprise accounts.
As a Delivery Manager, you will oversee key projects and be the intermediary between the Upwork platform, contracted talent, and Upwork Enterprise clients. From account maintenance to talent sourcing and reporting functions, a Delivery Manager is there to help the extended Outsourced Solutions team, as well as our cross-functional partners, get more done, faster.
Responsibilities:

• Leads global remote teams across multiple categories; maintains team performance metrics to ensure program delivery requirements and SLAs are met
• Works cross-functionally with client support and program team, dedicated recruiting team, product, etc. to innovate the overall managed services offering
• Manage internal relationships by collaborating with key cross-functional teams: Talent Solutions for Sourcing the best (and right) talent on the platform; Talent Operations for classification services and other HR functions specific to the OS workforce; Enterprise Solutions for Platform/account configuration, maintenance, and reporting; Finance (Billing and Accounting) teams for invoice validation and overall program profitability monitoring
• 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
• 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 program management, project management, or operational management
• Deep knowledge of the Upwork platform
• Experience with large program management and administration, including experience working with distributed teams
• Ability to effectively prioritize, delegate, and take ownership over multiple projects at once
• Must possess a high level of business acumen and professional communication style
• Previous work with or for enterprise-level companies preferred
• Experience working in the customer support/contact center category a big plus
• Excellent English communication skills (other languages are also a plus)

The annual base salary for this position in California and Washington ranges from $ 78,000.00 - $120,000.00 . The range displayed reflects the minimum and maximum salary for this position in California and Washington, and individual base pay will depend on your skills, qualifications, experience, and location. Additionally, this position is eligible for the annual bonus plan or sales incentive plan and eligibility to participate in our long term equity incentive program.
Come change how the world works.
At Upwork, you'll shape talent solutions for how the world works today. We are a remote-first organization working together to create exciting remote work opportunities for a global community of professionals. While we have physical offices in San Francisco and Chicago, currently we also support hiring of corporate full-time employees in 19 states in the United States. Please speak with a member of our recruitment team to determine whether you are located in a state in which we are hiring corporate full-time employees.
Our vibrant culture is built on shared values and our mission to create economic opportunities so that people have better lives. We foster amazing teams, put our community first, and have a bias toward action. We encourage everyone to bring their whole selves to work and grow together through development opportunities, mentorship, and employee resource groups. And oh yeah, we've also got amazing benefits - including medical insurance for you and your family, unlimited PTO, 401(k) with matching, 12 weeks of paid parental leave, and a generous Employee Stock Purchase Plan. Check out our Life at Upwork page to learn more about our benefits and the employee experience.
Check out our Life at Upwork page to learn more about the employee experience.
Upwork is proudly committed to recruiting and retaining a diverse and inclusive workforce. As an Equal Opportunity Employer, we never discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.