Product and Service Delivery Lead

WHAT DOES THE WORK INVOLVE
We’re in the business of changing people’s lives. Our products are educational and change-orientated. They’re intended to help our clients get a very specific result … and we’re committed to helping people get the results that matter most to them.

We deliver our products online through membership websites and through live events that we stream throughout Australia, New Zealand, Asia, United States, United Kingdom... all over the world.

We’re a tight, energetic team … we’re full of energy and we love getting the job done … FAST … and so we need a very special human to join our team …

We need a full-time Product and Service Delivery Team Lead specialist to help us manage our team and organise the delivery of outstanding customer service for our clients.

What You'll Do...
===Key Responsibilities===
• Provide leadership and direction to your (remote) delivery support team
• Be the single point of contact & escalation for all product and service delivery decisions
• Plan and coordinate resources, capacity and capabilities
• Project manage a portfolio of initiatives such as Care Call to clients, Managing Support tickets, managing social media interactions, booking 1 on 1 coaching calls
• Designing, implementing, and embedding procedures to ensure that issues are addressed in the right priority, with the appropriate controls and consistency
• Development of broad-based plans to anticipate growing delivery support needs
• Identify opportunities for improvement and issues to be resolved

===Ideal Candidate Will Be===
• Detail-orientated ... you're also probably a little obsessive around details. You love schedules and you love getting stuff done on time.
• Customer focused… You love, love, love talking to customers and being on the phone! You could do it all day! You have genuine empathy and want the best outcome for them
• Super-organized... you'll need to be ... because you will be working with different teams, and each has its own set of outcomes.
• Outcome-driven... failing or missing deadlines kills you on the inside (you feel terrible when things don't happen for you).
• Flexible and versatile, you are open to taking different roles and responsibilities
• You want to be part of a team that wins! You love winning, you love creating, you love producing great results.
• Making a difference matters to you. Living a life of insignificance destroys you inside. You want to play a bigger game.

===Skills and Experience===
• Must have Project and Team Management experience in a distributed environment
• Strong strategic mind with demonstrated problem solving skill
• Must have experience with delivery support, a customer service background will be highly regarded
• Must have excellent written and spoken communication skills
• Faster learner who can pick up new ideas, conduct proofs of concept / value and propose a path forward
• Can juggle and gain agreement on diverse needs and priorities of business stakeholders


===Benefits & Culture===
• Work from Home
• Culture of inclusive, passionate, hardworking and high-performing Team
• 40 hours per week, working mainly Monday to Friday but with a flexible weekend schedule
• Expected hours between 7.00 am and 3.30 pm Philippine Time
• Your monthly salary will be in AUD (competitive salary package for the right candidate)
• Your salary will be paid bi-weekly and sent directly to your bank account
• PH Legal holidays will be observed

If the description above resonates with you send your resume and a 1-minute video telling us what you love about service delivery to ---------- and in the subject line write: I AM YOUR DELIVERY LEADER!