Senior Delivery Coordinator at Andela

About the role

This is your opportunity to meaningfully contribute in the formulation of a world-class delivery function that directly supports all of our talent within our Enterprise and SMB segment while also supporting our Client Partner teams with delivery excellence. You will be responsible for delivering an exceptional talent experience.

Our core delivery model is embedded teams of software engineers who are remote and distributed. As such, you’ll need to be adept at enabling talented people to deliver their best, and facilitating programs necessary to scale with our Clients. To ensure success, you’re focused on engaging directly with Clients to resolve non-technical issues, escalating to TDM (Technical Delivery Managers) to address technical concerns, working with TE (Talent Experience) to enrich delivery/engineer experience, and engaging with strategic collaborations that feed trends on core talent metrics. This success enablement can span pre-sales, talent onboarding, day-to-day, talent off-boarding. You always have an eye on how to ensure stability in delivery through a period of high change. You drive value for Clients/Engineers with your core competencies, creatively adapt to changing needs across industries, and collaborate with stakeholders to create value propositions - in service to what Andela does.

As a global company, you will be working with talent and clients in various time zones. Your business hours will align to engagement needs and we strive to have at least a 5-hour overlap with our clients. Your role is to ensure engagements are successful, while owning client/internal stakeholder inquiries across an array of topics including but not limited to: developer concerns, infrastructure and machine needs, and business relationship matters.

You are constantly asking yourself:

• How do I better ensure Clients are wowed with the engagement and productivity of their Andela talents?
• How do I better ensure Andela Talents are enriched and supported as they deliver for our Clients?

You’re passionate about delivering best-in-class service while maintaining efficiencies at scale. You will combine your eagerness to learn, can-do attitude, action-oriented nature, and collaboration skills to deliver an exceptional experience.

Responsibilities :

• Oversee and lead your BOB for growth and to meet related business objectives
• Daily Activities
• Client Engagement: Be a point of escalation for Client/Engineer issues arising on engagements within the BoB
• Delivery Management: oversee programs that mitigate against revenue churn risk within your BoB i.e. talent burnout, talent mismatch, performance issues, compensation etc.
• Delivery Enablement Resolve bottlenecks that impact delivery excellence through collaboration with relevant stakeholders i.e. talent productivity, miscommunication etc. Escalating to and working with TDMs to address technical concerns: performance management, talent L&D, talent work impact etc.
• Talent Enrichment: Oversee programs that ensure successful delivery and a great engineer experience

Strategic Activities

• Document and create playbooks on managing key milestones in the talent journey - onboarding, F90, roll-off, resignations-mitigation etc.
• Feed trends and learnings to leadership to develop programs and features that will help us better service our clients and talent
• Execute on core metrics - talent retention, client growth, talent Net Promoter scores etc.

Qualifications:

• Strong written and verbal communication skills
• You are highly self-driven and comfortable with ambiguity and change
• You are an exceptional collaborator with an eagerness to learn
• You are highly accountable - seeing tasks through to completion while maintaining high quality standards
• Experience in Salesforce or another ticket management system
• Creative problem-solving abilities
• Ability to learn from experience and iterate
• Ability to receive feedback well and adjust behavior

Benefits:

• Fully Remote work culture
• A fair and competitive salary
• Bring your own device stipend - buy your own laptop with funds from Andela
• Quarterly work from home stipends
• Unlimited paid time off
• Additional paid holidays
• Flexible working hours
• Health insurance
• Equity
• Andela Affinity Groups
• And more!

This role is open to applicants in Africa, Europe and LATAM.

At Andela, we outcompete through diversity. We know that our strengths lies in the multiplicity of talents, perspectives, backgrounds & orientations resident in our community and we take pride in that. Andela is committed to a work environment in which all individuals are treated with respect and dignity. Each individual has the right to work in a professional atmosphere that promotes equal employment opportunities and prohibits discriminatory practices. Andela provides equal employment opportunities and workplace to all employees and applicants without regard to factors including but not limited to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, pregnancy (including breastfeeding), genetic information, HIV/AIDS or any other medical status, family or parental status, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state and local laws. This commitment applies to all terms and conditions of employment, including but not limited to hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Our policies expressly prohibit any form of harassment and/or discrimination as stated above.

Andela is home for all, come as you are.