Job Title: Client Delivery Lead

Job Location: Atlanta, GA, United States (Onsite/Hybrid)

Job Type: Full-time, Permanent

Hiring Timeline: Immediate

Reporting Line: Co-Founder & COO

Travel Expectations: Up to 20% travel, based on customer requirements.

Existing Vacancy: Yes

Application Deadline: Open until Filled

Salary Range: 100K - 125K USD per year (negotiable)

Role Overview:

As FIQ continues to scale its delivery footprint with a strategic enterprise client, we're building a dedicated bridge between our India-based delivery team and the client's operations team. This role owns that connection end-to-end: running a proactive weekly cadence with the client, keeping task visibility clear across our India-based team members, and packaging completed work into regular, client-facing reporting that makes the value of our delivery visible and easy to track.

Mandate:

• Take work off the client's primary contact's plate by acting as the dedicated collaboration/coordination point between the India-based FIQ delivery team and the client

• Establish a proactive weekly cadence with the client's operations team, rather than waiting to be assigned individual tasks

• Improve delivery visibility to the client by turning ticketing system data into regular, digestible reporting on what's been solved

Must Have:

• 5-8 years of program/project coordination experience in a client services environment.

• Comfortable proactively driving a relationship with a client stakeholder (rather than waiting for tasks to be assigned)

• Experience managing or coordinating across a distributed/offshore team

• Based in or willing to be based in Atlanta, GA

• Ability to create and maintain executive-level status reports and dashboards

• Ability to coordinate activities across functional, technical, and support teams

• Ability to monitor SLA adherence and manage escalations

• Ability to drive onboarding coordination for new implementations and initiatives

• Strong written and verbal communication skills

• Strong stakeholder management and relationship-building skills

Nice to Have: 3PL or WMS industry background; prior exposure to Manhattan Scale; experience with ServiceNow or similar ticketing/reporting tools

Key Responsibilities:

• Run a proactive weekly cadence call with the client's operations team

• Pull and package ticketing system data into client-facing reports showing work completed

• Coordinate across India-based FIQ team members on task assignment, delivery quality, and documentation

• Escalate blockers or resourcing gaps to the account and delivery leadership

• Act as the single point of accountability for India-team collaboration on this client account

What Success Looks Like in the First 90 Days:

30 Days:

• Build a working relationship with the client's operations team and primary contact

• Establish the weekly cadence call

• Get up to speed on current open tickets/workstreams via the ticketing system

60 Days:

• Own recurring client-facing reporting on completed work

• Be the established point of contact for India-team task coordination

• Identify and start closing gaps in delivery documentation quality

90 Days:

• Demonstrate a measurable improvement in client-perceived delivery visibility and timeliness

• Fully own the weekly cadence and reporting rhythm independently

Key Performance Indicators (KPIs):

• Weekly cadence call adherence (held consistently, no missed weeks after Month 1)

• Turnaround time on client-facing status reports

• SLA adherence rate on ticketing system items

• Client-reported satisfaction/visibility improvement (qualitative check-in with client stakeholders)

• Reduction in escalations reaching leadership directly (i.e., issues caught and resolved at coordinator level)

Perks you'll appreciate:

• Employee Health: Comprehensive health and dental coverage for you and your family
• Time Off: Competitive paid time off and flexible leave policies
• Retirement: Retirement savings programs and employer contributions
• Professional Growth: Dedicated learning and development budget
• Flexible Work: Remote and hybrid work options
• Perks: Equipment allowances, internet reimbursements, business travel coverage, and employee stock options (ESOP), where applicable.
• Community Engagement: Team events, meetups, and company offsites

Additional Perks

• Equipment and workstation allowances
• Internet and business travel reimbursements
• Employee stock options (ESOP), where applicable
• Team events, meetups, and company offsites

Use of Artificial Intelligence in Hiring:

FIQ uses artificial intelligence to assist in the screening, assessment, and shortlisting of applications for this position, including features within our applicant tracking system. AI supports human reviewers and does not make hiring decisions on its own. Final hiring decisions are made by FIQ personnel. If you have questions about how AI is used in this process, contact [redacted].

Accommodations:

FIQ is committed to an inclusive and accessible recruitment process. Consistent with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code, accommodations are available on request at any stage of recruitment and assessment. Contact [redacted], and we will work with you to meet your needs.

Candidate Privacy:

Your personal information is collected and used for recruitment purposes in accordance with FIQ's Candidate Privacy Notice, available here. This includes the use of AI-assisted screening described above. By applying, you acknowledge this notice. By applying, you acknowledge this notice. Questions: [redacted].

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