Project Delivery Associate (Night Shift Support) at CloudFactory

The Role

As a Delivery Associate at CloudFactory, you will work as part of the Project Delivery Team (or Pod as we like to call them) responsible for the ongoing delivery of data and AI projects. Ensuring that we are making decisions that line up with the CloudFactory way of delivering amazing work back to our clients. At CloudFactory our two clients are CloudFactory’s customers, who are the source of the data work and cloud workforce, who get the work done. You need to ensure that there is alignment across the board on the work we’re streaming to and from both parties.

You will be in charge of the day-to-day operational aspects of the client’s life cycle and leading smaller accounts. You need to keep track of client expectations or service level agreements to ensure that our accounts are healthy and running smoothly. Your success lies in the success of our customers and the workforce.

You will be involved in end to end operations of the accounts and responsible for

• Helping define the project scope, goals and deliverables in collaboration with other stakeholders
• Developing and delivering detailed training modules that enable our cloud workforce to effectively learn how to do the work
• Managing workforce capacity and shift fulfillment such that we are meeting the client requirements
• Analyzing performance data to identify performance gaps and creating actions plans to drive improvement
• Guiding the team on ways to best manage the workforce such that we are providing in equal measures support and challenge to the workforce through feedback, improvement plans, performance incentives
• Ensuring that clients have the right visibility on the work progress through end of day updates, weekly progress reports and client check-ins
• Owning the weekly operational health score updates - tracking week-on-week progress of the account’s key performance indicators, wins, losses and risks
• Championing adherence of internal policies and procedures for the accounts handled, calling out gaps and suggesting improvements
• Implementing strategies to handle issues and mitigate associated risks
• Accurately and timely reporting of the monthly workforce payouts and client billing
• Being a coach and mentor to Delivery Assistants, helping them learn the ropes and grow to one day becoming great Associates

Requirements

The Fit

This isn’t your typical project management position. You thrive in a high-growth, dynamic, fast-paced entrepreneurial environment, which means things can change quickly (don’t say we didn’t warn you). This position requires a balance between people and delivery project management - ensuring we deliver excellent project results and wow our clients and workforce. So a customer-focused individual who is passionate about people and technology is the #1 quality we’re looking for.

• You love building relationships, are passionate about people and can manage through ups-and-downs. Being close to the customers and the workers will require getting your hands dirty. You need to be able to understand the work and that usually requires doing it first. A keen eye for detail and strong analytical and critical mindset will serve you well.
• You’re a great communicator. You have impeccable communication skills and are an excellent all-around communicator - verbal, written, and interpersonal. You’ll need to empathize with our customers and work cross-culturally with team members across the globe. Fitting in with us requires the ability to be flexible with working times as most of our clients are in the US with a few in Australia and Europe.
• You are results-focused. You have a strong understanding of business systems and operations strategy with an ability to effectively interpret and communicate business and technical concepts with all levels of an organization. You have a bias for action.
• You are confident, but humble. You are adventurous, you do not refrain from experimentation. You are data-driven, a natural problem solver and are resourceful. Don't worry if you don't tick all the boxes. At CloudFactory, we're very intentional about our culture, so above all we're looking for open-minded individuals to learn and grow together with.

The Experience

• The experience required to work with us is at least 3 years doing western-style client communication and experience in dealing with large projects.
• You have experience working with highly capable and driven individuals, and have the drive and intellect to handle tough situations.
• Project Management, general management and experience in a high-growth tech company are a plus. Technical experience, although not a must, would be another big plus. A hunger for learning about AI or courses related to AI - you guessed it - another plus.