Director of Product Delivery Services

Upwork ($UPWK) is the world’s work marketplace. We serve everyone from one-person startups to over 30% of the Fortune 100 with a powerful, trust-driven platform that enables companies and talent to work together in new ways that unlock their potential.  

Last year, more than $3.3 billion of work was done through Upwork by skilled professionals who are gaining more control by finding work they are passionate about and innovating their careers.

The Upwork Sales team brings our flexible talent solutions to large enterprises with an incredible platform. Within the Sales function is an enterprise success services team (professional services). This team currently consists of a solution architecture team (pre-sales) and an enterprise program success team (post sales for customer enablement and expansion). This leader will help to build a product delivery practice as a third pillar to success services. This person will lead  all aspects of standing up a customer successfully on the platform. It will require a project manager-like mindset, with technology deployment experience. You will serve a key role in the Sales organization where you will make a visible impact within our growing organization through solving complex problems for our customers.

• You’ll play a critical role in scoping, designing, building and delivering relevant and compelling programs for Enterprise customers across a broad range of users, teams, and geographies
• You are comfortable leading complex customer engagements with multiple technical / non-technical work streams and working with customers to creatively solve difficult problems.
• You can demonstrate your ability to think out of the box to provide customers with solutions that will fit their custom needs.
• You possess a strong sense of urgency in driving projects to completion while achieving the desired business outcomes.
• You’re naturally curious, love learning new things, and are proactive in sharing knowledge with others.
• You have 8+ years of program/project management experience, preferably within a SaaS organization.
• You have the ability to manage a team engaged on high-profile engagements with minimal to little oversight, and are confident defining project roadmaps for work on long-term customer projects
• You are able to present and have discussions with VP/ C level stakeholders.
• You're confident, and you easily build relationships when working with your customers and internal partners.
• You have a proven track record of resolving issues and risks in a cross functional and collaborative way.
• You have excellent communication skills, both with customers and within an organization.

• Build out a customer centric product delivery and implementation process that factors in all stages of from planning, design, mobilization, pre-launch and launch
• Work closely with marketing, operations, and sales to maximize the value of the delivery program with a lens of customer growth
• Identify technical requirements through the design phase including workflow design, platform strategy, data workflow, system configuration, utilization of integrations and API’s 
• Acts as a driver for the delivery of the platform by coordinating, identifying and motivating cross-functional teams to execute a plan and leverage the most out of the platform
• Provides expertise and execution on project planning requirements including documentation, timelines, status tracking and project frameworks
• Ensures customer satisfaction and success throughout the implementation process while also balancing the ability to adjust throughout the process to ensure best execution
• Serve as a point of escalation for a team of individuals handling specific customer platform delivery challenges 
• Navigating complex problems to appropriate teams for resolution
• Applies implementation expertise to determine new solutions, opportunities or improvements for the Upwork solution and growth of the Sales organization
• Evaluates effectiveness of implementation practices and uses data, customer voice and other insights to create standard methodologies

• Experience with implementation work in a customer-facing team selling environment
• Experience working closely with sales teams to help win customers
• An innovation mindset with a person that is comfortable working in evolving and changing services and technology
• Proven execution of project implementation and management of a SaaS platform or technology consulting experience
• Experience driving projects with project management and CRM software
• An understanding of integrations and API’s that feed to and from 3rd party systems
• An understanding of the order to cash process for billing and invoicing customers
• An understanding of HCM contract labor and workforce management practices
• Ability to develop a ground up delivery methodologies and collateral  that would be used in routine for customers (project plans, process maps, tech requirements)
• Experience with change management (stakeholder management, communication, and training)
• Detail orientation around project planning, communication and execution of project work
• Proven experience identifying solutions and opportunities of enhancement based on observations of implementation processes and customer needs

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. Oh yeah, we’ve also got amazing benefits.

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.