Director, Product Delivery

Who We Are

WillowTree, a TELUS Digital Company, partners with the world’s leading brands to help them tackle their thorniest challenges - be it launching new digital products, delivering personalized marketing at scale, or harnessing the power of data and AI to transform their business. These mission-critical initiatives aren’t solved by a single discipline. Great digital is a team game - it requires seamlessly combining strategy, engineering, design, data science, marketing, and more. Other firms have bolted on these capabilities - as digital natives, we’ve built them into our teams from Day 1. The result? Top and bottom lines that grow, alongside our client’s capabilities. Check out how we have impacted our clients’ digital portfolios over the years.

In January 2023, WillowTree was acquired by TELUS Digital (Symbol: TIXT).  The combined company brings an unparalleled ability to deliver seamless, trusted, digitally-enabled experiences across any channel a customer might choose - be it mobile apps, websites, voice skills, chatbots, email, service agents, or associates.

Location & Flexibility

This position requires you to work onsite from a WillowTree office (Charlottesville, VA, Durham, NC, Columbus, OH or Boston, MA) on Tuesdays, Wednesdays, and Thursdays with the flexibility to work remotely on Mondays and Fridays. If you’re interested in working from our office in Canada, please apply to the BC posting.

This role may have up to 40% travel each month. 

The Opportunity

Directors individually manage a portfolio of clients (generally ~$10-15MM in revenue) within the Branch they are assigned. They directly manage Triforce and squad leaders in their portfolio in their discipline (this should include Senior Staff and Principal team members). This leader spends a significant amount of their time overseeing the successful delivery of project work in their portfolio, coaching squad/triforce leaders and proactively developing relationships with executive client leaders to offer their expertise and partnership. This position reports to the C-level leader(s) of the Branch. This is an opportunistically billable position. This position is primarily evaluated on delivery success, team feedback, client feedback, growth of key accounts, forecast accuracy, and profitability of their portfolio. 

Supervisory Responsibilities

• Triforce and Squad Leaders in their portfolio - Engineering Leads, Delivery Leads, Product Leads, Senior Staff ICs, Principal ICs
• Indirect responsibility for all individual contributor team members in their portfolio
• Directly responsible for executive client relationships across accounts in their portfolio

Responsibilities

• Builds client relationships across the executive ladder and regularly conducts quarterly business reviews (QBRs) and other meetings to understand feedback, communicate team progress, establish value propositions, and drive change.
• Proactively and organically communicates across client relationships to surface industry thought leadership, best practices, and drive WT’s “doctors not waiters” mentality.
• Engages directly with the Triforce (i.e. attends Triforce meetings regularly) to understand in-flight work, and uses end products where possible to drive performance as part of the team.
• Establishes clear value metrics across internal and external teams.
• Provides effective oversight of delivery work, mitigating risk, improving practices, and strengthening client trust.
• Coaches Triforces to understand the client’s business drivers, develop relationships, and solve problems.
• Identifies and influences decisions using reporting language, data visualization, and storytelling.
• Delivers presentations, workshops, and conversations that inspire confidence and influence decisions.
• Navigates high impact and difficult situations with clarity and poise, making decisions that create value for WT and clients. 
• Creates clarity with teams through the unique challenges inherent at each stage of client engagements.
• Brings energy to moments that matter, particularly new relationships, key presentations, and recovery situations.
• Effectively uses touchpoints (reviews, weekly 1:1s, coaching, feedback) to evolve the skill set of their team, and delivers performance-related feedback within a discipline, to peers, and upward with grace and clarity.
• Approaches all situations (internal and external) with a solutions mindset, coaching teams to focus on what they can do.
• Identifies and contributes to areas of the business that bring additional value to WillowTree, i.e. interviewing, training, contributions to the delivery playbook, etc.
• Drives key business metrics including team satisfaction, client satisfaction, client retention, client effective client rate (ECR) and gross portfolio margin.

Qualifications

• Directors have had demonstrated success driving team collaboration and client success
• Tendency to lean into client/team collaboration and coaching
• Effectively coaches triforce to positive outcomes
• Effectively manages performance of immediate team

Required Skills & Abilities 

• Excellent verbal and written communication skills.
• Excellent interpersonal and client services skills.
• Excellent team and client management skills.
• Excellent organizational skills and attention to detail.
• Excellent time management skills with a proven ability to meet deadlines.
• Strong analytical and problem-solving skills.
• Ability to prioritize tasks and to delegate them when appropriate.
• Ability to function well in a high-paced, interactive, collaborative, and at times stressful environment.

Why WillowTree?

We offer a place to be yourself.

Our differences, both visible and invisible, benefit our teams, our communities, and the products we craft. That’s why WillowTree strives to build a team with diverse backgrounds, skills, and perspectives. You’ll work hard here; however, we’ll balance that with a culture that supports your growth and cares about your well-being. We’re committed to creating an environment of inclusion — a place where every Tree can thrive.

We want you to reach your fullest potential and part of your professional development at WillowTree will include dedicated time to innovate on passion projects and an annual stipend to fund your professional pursuits.

WillowTree celebrates our differences and provides equal employment opportunities to all team members and applicants without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Diverse teams build better products. We acknowledge that the tech industry especially lacks opportunity for those who are of non-traditional backgrounds and in underrepresented groups. In order to create the best products for everyone, we know that it’s important for our team to reflect the diversity of our users, and we are committed to being the change we want to see.

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