Service Delivery Lead (US Shift)

Full time
Makati, Metro Manila, Philippines

PURPOSE
The position shall be responsible for his/her assigned team’s overall digital services delivery in relation to the approved organizational chart of the organization.

PRIMARY RESPONSIBILITY
The Service Delivery Team Lead is a supervisory position that is focused on coaching and mentoring individual team members and across all levels to grow and nurture them into exceptional contributors to the client/’s growth trajectory.

  • Accomplish team goals by working with individual specialists in achieving their own monthly goals by coaching, counseling, and disciplining employees; planning, monitoring, and appraising job results; conducting training, mentoring, and enforcing systems, policies and procedures
  • Completes fulfillment and manages day-to-day operations with integrity and reliability by developing, communicating, and maintaining fulfillment schedules, resolving operations problems (staffing, resource management, conflict and process optimizations) , maintaining team references, and implementing new procedures if needed.
  • Serve as single point of contact for all internal customers for fulfillment questions, escalation of concerns, client deliverables, relationship management, issue resolution and the retention of select accounts/talent. Proactively manage and resolve all internal customer issues.
  • Co-manage the performance of the team together with the assigned client and SEOReseller team in achieving departmental/organizational goals in retention, growth, and revenue, by providing and executing strategic and effective business plans.

GENERAL ACCOUNTABILITY

  • Work Volume Fulfillment
  • Quality Control and Audit
  • Staffing Commitments
  • Staff Development
  • Performance Management
  • Tools and Resources Management
  • Operational Process Improvement
  • Stakeholder Reporting

POSITION REQUIREMENTS

  • At least five (5) years of Team Lead management (>15 FTEs direct reports)
  • At least ten (10) years total of operations experience
  • Capable  of  collaboratively  troubleshooting  non-ranking  pages/websites  and  derive  actionable recommendations for agencies we work with
  • Adequate working knowledge of current internet marketing technologies
  • Strong familiarity with HTML, CSS. Strong experience with WordPress and other CMS.
  • Experienced with outreach strategies to grow backlinks portfolio
  • Certification in coaching, project management, and forecasting
  • Process Improvement (Yellow Belt certification or Lean Six Sigma certification) is a plus
  • Bachelor's/College Degree in Marketing/Business Development, Computer Science, Computer Engineering, or a combination of education and relevant work experience
  • Strong  communication  skills  (verbal  and  written  English), ability  to  communicate confidently across all employment levels
  • Strong organizational skills, high attention to details, critical thinking and learning abilities; Strong time management skills; Proven capability in process improvement initiatives
  • Excellent presentation skills with confidence presenting findings, analysis, and information
  • Must be able to work under pressure and ability to manage multiple tasks/priorities
  • Must be open to working on shifting schedules
Are you related to Axadra? Get your link here:

Enter your name and work email to generate a unique referral link and receive incentives for anyone who applies through your link.