Delivery Manager

About the Job:

As a Delivery Manager, you will be the key client liaison and internal coordinator for implementing client driven changes. You will also drive dialogue with the client on improvement on product, process and support systems.
You will also be responsible for managing the people in your project to attain set performance metrics,  while ensuring projects assigned to you are delivering on projected margins and  revenue targets.

Key Responsibilities: 

• Manage multiple  projects from scoping through to implementation and roll out.
• Manage project margins, ensuring accurate forecasting and cost efficiency while meeting delivery goals
• Lead change management efforts associated with project rollouts, including communication and adoption strategies.
• Coach and mentor team leaders and high-potential staff to develop leadership capability across your portfolio
• Manage and support Team Leaders and production staff, fostering a culture of performance, accountability, and continuous development. In partnership with People Teams, oversee performance management and disciplinary processes as needed.
• Ensure that monthly revenue targets are attained and surpassed within timely and high quality project standards
• Partner with cross-functional partners internally and externally (such as Marketing, Policy, Quality, Training and WFM) to enable outsourcing operations that help improve our community experience and support.
• Identify potential risks or issues with project implementations, and proactively drive communication with internal and external stakeholders to address and escalate the risks as appropriate.
• Translate business requirements into implementation plans, furthering our mission of protecting and supporting our client community
• Play an active role by contributing to improving policies, product, process and support system solutions.
• People management. In conjunction with people teams manage end to end performance and disciplinary cases as per set Sama Process
• Liaison between GSD and product team in ensuring there is a clear feedback process on product improvements to drive efficiencies
• Identify potential value additions and/ or areas of work we can target for the client with justifiable business impact of the proposed solution
• Work proactively with colleagues in service delivery taking the initiative to resolve issues as they arise and contribute appropriately to meetings.
• Assist with high severity requests or issue escalations as needed.
• Develop and document project standard operating procedures and  documentation in different media.
• Provide exhaustive account and business level reporting for ongoing and completed projects along key account metrics.
• Communicate the progress of production, quality and resourcing initiatives to all relevant internal and external stakeholders.

Minimum Qualifications:

• 4+ years Project Management experience, with expertise in process management, operations-based projects and a strong track record in implementation of these projects. 2+ years of supervisory experience.
• Proven ability to manage multiple projects concurrently through to successful implementation in an operational environment
• Bachelor’s degree.

Preferred Qualifications:

• Dynamic leader with experience and passion for managing large and diverse teams across multiple sites in a fast-paced environment, able to deal with rapid change and ambiguity
• Strategic thinker with strong analytical and problem-solving skills
• Empathy for the client community and passion to create an exceptional experience and provide outstanding support
• Experience working with internal/ external stakeholders in multiple geographic regions
• Adaptable and energized by a fast-paced technology environment
• Good communication skills in both written and spoken English. 
• Can work in a multiple shift environment such as day, night, cross-shifts, weekends and public holidays.
• Demonstrate  the  ability to  adapt to new and changing situations within their teams.

About Sama 

Sama provides high-quality training data that powers AI technology for Fortune 2000 companies such as Google, Walmart, Ford, Microsoft, and Marriott. We’re experts in data annotation, supporting text, 2D, 3D image, video, and sensor data for machine learning algorithms and generative AI models. Sama offers the highest quality SLAs in the industry, along with cutting-edge ML-assisted annotation tools, QA processes, and security and compliance standards.

Founded in 2008 on the belief that “talent is equally distributed, but opportunity is not”, Sama is driven by the mission to expand opportunities for those who are underprivileged. As a certified B-Corp, Sama has provided worker training programs to increase economic opportunity for more than 15,000 people from underserved communities. By connecting our customers with amazing talent in East Africa, we've impacted more than 69,000 workers and their dependents.

Today, our vision is to provide data scientists, ML engineers, and data operations teams with an indispensable, integrated platform for AI data preparation, labeling, and collection. 

For more information, visit www.sama.com.

More information can be found at:

• Featured in Forbes: How Ethical Is Your AI?
• Sama Honored on Inc. Magazine’s Annual List of America’s Fastest-Growing Private Companies — the Inc. 5000
• Reversing Poverty - Ted Talk by our founder Leila Janah

Our Culture:

Sama is quite unique. We are a technology company with a social mission. People that thrive in a high-growth environment, love working on the bleeding edge of technology, and really care about having a positive impact on the world are a great fit for the Sama culture. Our core values are One Team, One Goal - Deliver. Period. - Trust & Transparency - Customer First - Humanity.

Our Benefits:

Sama offers competitive compensation commensurate with experience and a full benefits package, including: medical, dental, and vision insurance, long-term disability insurance, life, and AD&D insurance, employer-matching Group RRSP, generous holiday and vacation policies, a monthly fitness stipend, monthly cell phone reimbursement and professional development opportunities. Our Talent Acquisition team would be happy to discuss our benefits packages with you in more detail during the interview process.

At Sama, we pride ourselves in being a diverse and equal opportunity employer.