Solution Delivery Manager (project & Operations) (thailand)

Join the ride at SWAT Mobility - If you're up for a challenge with one of the most exciting startups in the field of smart mobility!

SWAT is a high-tech mobility company that focuses on dynamic, on-demand, ride-sharing technology. With our world-class routing platform, we have deployed our solutions for governments in Singapore, and Sydney, focusing on Last One Mile and Low Ridership use cases. Having deployed in 7 countries, we also look at solving multiple mobility challenges, one of which includes optimizing employee transport for large corporations to bring higher convenience for their staff and reduce costs through greater efficiencies. We are reimagining how people move in the future.

As part of our expansion plans, we’re looking for a Project & Operations (Solution Delivery Manager) to join our Thailand Solution Delivery Team.. The individual’s  #1 priority is to ensure smooth project and operations management of employee or public transportation solutions.

Responsibilities

Client Onboarding:

• Facilitate the onboarding process for new clients, ensuring a smooth transition to our mobility solutions.

• Collaborate with clients to understand their specific needs and tailor solutions accordingly.

Implementation Oversight:

• Work closely with the Solution Delivery Manager to assist in the end-to-end delivery of mobility solutions.

• Support project management activities, including coordination with internal teams and tracking project milestones

Client Training:

• Conduct training sessions for clients and end-users on how to effectively utilize our mobility products.

• Provide ongoing support to ensure clients are comfortable with and maximizing the use of our solutions.

Quality Assurance:

• Assist in the testing and quality assurance processes, identifying and reporting any issues to the Solution Delivery Manager.

• Collaborate with the development team to address and resolve identified issues promptly.

Technical Support:

• Serve as a frontline contact for client inquiries and technical support requests.

• Escalate complex technical issues to the appropriate teams while maintaining a high level of customer satisfaction.

Documentation and Reporting:

• Contribute to the creation of user guides, training materials, and other documentation.

• Maintain accurate records of client interactions, support activities, and project updates.

Client Relationship Management:

• Foster positive relationships with clients through effective communication and proactive engagement.

• Gather feedback and insights to improve our products and services.Client Engagement:

• Act as the main point of contact for clients during the implementation phase.

• Understand client requirements and customize solutions to meet their specific needs.

• Build and nurture strong client relationships through effective communication and regular updates.

Desired Skills:

• Strong communication skills; confidence to speak with clients, operators and users  and explain the product

• Able to build strong processes

• Loves autonomy and independence – able to function in a new office with a small number of employees and self-driven to adapt to the changes of a start-up environment

• Loves challenges

• Team Leader- able to manage peoples within time and constraint

• Fast learner and technologically savvy, able to pick up new monitoring tools quickly

• Cool-headed and patient, able to maintain professionalism during times of disputes and resolve issues calmly, even when under pressure

• Passionate about customer success

• Street smart and thinks fast on your feet

• Able to do work during odd-hours when the need arises, to ensure operations are not disrupted during the entire day

• Ability to prioritize, be responsible and VERY hands on. This is relevant both on the operation side and on the customer-facing aspects.

• Quickly able to judge when escalations are required, but decisive in solving most issues independently

Qualifications:

• Preferred location of staff: Bangkok, Thailand

• Bachelor’s degree from a recognized university

• 5-8 years of project management experience delivering customized solutions and/ or system integration type projects

• Must be able to travel/drive within Thailand

• Good communication skills, and strong stakeholder management abilities. Confident to liaise with senior customer stakeholders right down to giving training to end users who might not be tech-savvy

• Training experience (desired)

• Experienced or able to quickly pick up technology concepts, service customisation and handling requirements dealing with app development

• Proficiency or able to learn related software tools quickly (Microsoft office, JIRA, Notion, Google Gsuite etc)

• Strong organizational and time-management skills.

• Good English communication skills and interpersonal skills.

• Demonstrated ability to work in a dynamic and fast-paced startup environment.

• Be able to work hand on and detail-oriented