Back to jobs
New

Delivery Manager

Remote

Upwork ($UPWK) is the world’s largest work marketplace, connecting businesses with highly skilled professionals worldwide. From entrepreneurs to Fortune 100 enterprises, companies trust Upwork’s platform to access expert talent, leverage AI-powered work solutions, and drive meaningful business outcomes.

Upwork’s AI-powered platform has facilitated over $20 billion in economic opportunity for professionals worldwide. With professionals spanning 10,000+ skills, including AI and machine learning, software development, sales and marketing, customer support, finance and accounting, and more, Upwork empowers businesses of all sizes to scale, innovate, and build agile teams.

We are seeking a proactive, results-oriented Delivery Manager to oversee the successful execution of Managed Services programs for Upwork’s Enterprise & Managed Services clients..  The Delivery Manager will be responsible for leading service delivery across client accounts, ensuring performance excellence, stakeholder satisfaction, and alignment with contractual service level agreements (SLAs). Whether it's managing account operations, streamlining talent onboarding, or enhancing reporting processes, the Delivery Manager empowers the broader Managed Services team and cross-functional partners to deliver results more efficiently and at scale.

Responsibilities:

  • Lead day-to-day operations of the global delivery team ensuring consistent execution and adherence to SLAs and KPIs.
  • Act as the primary point of contact for client stakeholders, addressing escalations, sharing performance insights, and ensuring overall satisfaction.
  • Works cross-functionally with account management ,program teams, recruiting teams, product, etc. to innovate the overall managed services offering
  • Manage internal relationships by collaborating with key cross-functional teams: Talent Delivery for Sourcing the best (and right) talent on the platform; Talent Operations for classification services and other HR functions specific to the Managed Services workforce; Enterprise Solutions for Platform/account configuration, maintenance, and reporting; Finance (Billing and Accounting) teams for invoice validation and overall program profitability monitoring 
  • Conduct regular program reviews, including QBRs and scorecard reporting, with data-driven recommendations.
  • Works with clients to develop project scope and execution; additionally drives client relationships for all assigned projects and leverages resources to maximize growth and opportunity via weekly calls, etc
  • Establishes standard methodologies through the entire support process and ensures the team follows appropriate protocol
  • Generate and analyze operational reports to inform decision-making and improve program effectiveness.
  • Ensures the program adheres to SOW requirements; implements tactical plans and initiatives that exceed customer expectations of end user experiences
  • Manages internal relationships with cross-functional teams to maximize client success

What it takes to catch our eye: 

  • Demonstrated expertise in managing programs, projects, or operations effectively.
  • Experienced in supporting Managed Services or Outsourced Solution Programs
  • Deep knowledge of the Upwork platform and/or managed services tools
  • Experience with large program management and administration, including experience working with distributed global teams
  • Demonstrated ability to prioritize, delegate, and take ownership of multiple concurrent projects in a fast-paced environment.
  • Brings strong business acumen and a professional, client-ready communication style.
  • Ability to work across multiple stakeholders and prioritize in a fast-paced environment.
  • Change management or process transformation experience
  • Previous work with or for enterprise-level companies preferred
  • Experienced in leading high volume delivery programs (such as customer support, call center, data services, embedded teams 
  • Exceptional verbal and written communication skills in English; proficiency in additional languages is a plus.

The annual base salary range for this position  is displayed below. The range displayed reflects the minimum and maximum salary for this position, and individual base pay will depend on your skills, qualifications, experience, and location. Additionally, this position is eligible for the annual bonus plan or sales incentive plan and eligibility to participate in our long term equity incentive program.

Annual Base Compensation

$80,250 - $114,250 USD

To learn more about how Upwork processes and protects your personal information as part of the application process, please review our Global Job Applicant Privacy Notice

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf


Select...
Select...
Select...

Please select the option for the set of pronouns you want people to use to refer to you.

 

Select...
Select...

Please choose the type of the visa you may need for sponsorship

Select...
Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Upwork’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.