Hey there! If you're reading this, you might be interested in our Head of Delivery position at Assistant Launch. We're on the hunt for a seasoned professional who knows the ins and outs of client success and delivery and is ready to take on a new challenge. This role is definitely demanding, but the experience you'll gain and the people you'll work with are worth it, trust us!

DO NOT APPLY unless:

- You adhere to the application instructions at the BOTTOM of this post. Otherwise, your application will not be reviewed or considered.
- Your written and verbal English skills are EXCELLENT.
- You have considered the salary expectations.
- You are an experienced Head of Delivery with demonstrated experience.

As the Head of Delivery, you’ll collaborate closely with our clients, EAs, and our core team, working with an energetic team of high-performing individuals who are encouraging, exciting, and committed to upholding our core values.

• Facilitate onboarding of new hires, providing them with necessary company access, resources, and support for optimal performance.
• Develop onboarding plans based on client needs, guiding EAs prior to their introductory calls with respective clients.
• Empower EAs by building their confidence before engaging with clients, setting them up for success.
• Create and share performance improvement plans for EAs based on client feedback and needs, month over month.
• Oversee and mediate client-EA relationships, intervening when performance issues arise.
• Lead EAs to build and refine their skills, teaching relevant strategies and techniques.
• Perform regular check-ins with EAs and provide detailed reports for the internal team.
• Collaborate with Human Resources to improve sourcing and hiring strategies based on feedback.
• Maintain accountability of EAs, preemptively resolving issues, and keeping the KPI Dashboard for Delivery and Client Success up to date.
• Monitor EA <> Client communication channels daily, identify issues, formulate action plans, and share detailed reports with the internal team.
• Continually improve existing delivery processes to maximize effectiveness and efficiency.
• Handle client inquiries and support issues, ensuring all commitments are met on time and with excellence.
• Other tasks as assigned.

• Minimum of 5 years of experience in a similar role (Client Success Manager, Head of Delivery, etc.)
• Exceptional organizational and time management skills, with the ability to manage multiple tasks and deadlines.
• Excellent written and verbal communication skills, capable of effective communication at all levels of the organization.
• Self-starter with the ability to work independently and take initiative in a remote environment.
• Formidable leadership skills
• Has a continuous improvement mindset
• Proficient with MS Office and Google Workspace applications, working knowledge in Project Management applications such as Monday.com, comfortable with communication tools such as Slack and Whatsapp
• Degree discrimination is not our thing, your experience and value-adding ability as Head of Delivery are what matter to us.

• Laptop or Desktop of your own
• Laptop: 8th generation (8000 series) Core i5 or better
  → AMD Ryzen series processors are acceptable
• Desktop: Ryzen 5 3000 series and above.
• Minimum RAM: 8GB, but we recommend 16GB
• If Windows:
  → Windows 10 – Must update to the latest version of Windows 10
• If Mac OS
  → Core i5 – 2017 or higher
  → Core i7 – 2016 or higher
• Internet connection: at least 15 MB/s. This will be tested.