Ground Transportation- Service Delivery Manager

**Who We Are**

HQ is the industry-leading solution for global corporate transportation & mobility. Our international team is based across many countries with leading locations, including the US, UK, Israel and Poland. At HQ, we embrace remote and hybrid work, and view our diverse, global team as a great asset to our company culture and a reflection of our international presence.

**What We’re Looking For**

HQ is looking for a **Service Delivery Manager **to manage, execute, and support the ground transportation platform's integration and ongoing operation at one of our key client’s regional headquarters in Singapore.

You will be part of the HQ service and integration team in the local market, including managing daily relations with suppliers, coordinating timelines and bookings, tracking technical operations, supporting and troubleshooting customer's real-time problems of key features, and car service providers' integration with HQ.

**Responsibilities**
- **Client Services**:

- Manage user queries daily, resolve problems, and maintain customer satisfaction by providing problem-solving resources
- Develop service procedures, policies, and standards as needed; Make continuous effort to improve upon existing operations to drive the best customer experience
- Keep accurate records and document customer service actions and discussions
- **Project Management**
- Coordinating internal and external stakeholders for smooth execution. And develop a detailed project plan to track progress
- Cultivate and maintain relationships with APAC GT vendors. And Coordinate contract and extension processes as needed
- Lead ad-hoc and scheduled performance discussions
- **Relationship Building**
- Develop and maintain good relationships with all users
- Drive an effective partnership with GT local and regional/global stakeholders
- **HQ Implementation**
- Continue APAC market study and vendor development
- Follow HQ global strategy to review and prepare APAC implementation
- Ensure detailed progress reports to relevant stakeholders

**Requirements**:

- Experience working in a Marketplace company managing supply-side operations
- Strong Background and experience working in the ground transportation industry, especially with transportation suppliers, is a big plus
- Vendor management experience, including quality control, pricing negotiations
- Experience building and scaling processes and eventually a team to support these scaled processes
- Project management - strong prioritization and exceptional organization to keep disparate teams from Sales to Engineering informed of status and responsibilities
- Technical knowledge - understand integrations between software services, familiarity with the basics of APIs, and ability to communicate effectively with

product managers and developers to prioritize development work needed to support Supplier onboarding & management
- Experience with Google Suite, Excel & Google Sheets, JIRA, Airtable, and/or other Project Management tools
- Familiarity with CRM or Customer Contact platforms

**About Us**

At HQ, we deliver the technology that powers ground transportation with our unparalleled ride booking, billing, and payment platform. HQ is trusted by clients internationally, including 30 Fortune 500 companies from the world’s largest banking institutions and law firms. We are backed by leading investors NFX, Magenta Partners, AltaIR Capital, and top angel investors from Uber, and Google.

**Salary**: $50,000.00 - $56,000.00 per year

**Experience**:

- Project management: 4 years (required)
- Vendor management: 3 years (preferred)
- Client services: 3 years (required)

Ability to Commute:

- Singapore (required)