Solution Delivery Executive (Project & Operations/PH/Manila)

SWAT Mobility (SWAT) is a leading AI routing technology firm in Southeast Asia and Japan, specialising in resolving vehicle routing challenges. Committed to fostering sustainability, SWAT enhances resource efficiency and reduces carbon emissions. The company offers demand-responsive transportation solutions for the mobility industry and delivery planning for the logistics industry. Our customers are city governments, transport operators, enterprises and business owners. Our solutions aim to enhance overall efficiency and provide cost savings by optimising transportation and delivery services. With over 10 million routes completed across eight markets, SWAT is poised for hypergrowth across the region.

Duties

• Provides leadership to the project management. Lead entire life cycle of system implementation projects in both waterfall and agile methods
• Responsible for delivering excellent customer experience to clients as the main point of contact and go-to person for SWAT Mobility
• Collaborate with the internal multidisciplinary team based globally to oversee and supervise the planning and successful delivery of the project
• Capable of managing day-to-day operational aspects of an entire project lifecycle
• Liaise with relevant stakeholders to provision development and deployment activities
• Manages the progress of the project and ensures quality, maintaining of baseline scope, time, cost and requirements
• Resource management
• Ensure SWAT Transportation services run smoothly and meet KPIs, including closely tracking driver, vendor, customer support and transport operations
• Manage key stakeholder relationships with clients, participating companies, bus operators and other partners
• Continuously streamlines project management practices and improves both the efficiency of project rollout as well as the success of ongoing Business-As-Usual projects
• Propose and implement new process improvements, analytics and measurable KPIs to continuously enhance SWAT’s customer service and operations
• Provide first line service support for partners, passengers, drivers and operators including managing any in-app queries they might have
• Create and setup service sessions on SWAT’s cool operation interface
• Key focus on project related operations, training and testing related tasks as required

• Other ad-hoc duties as assigned on a day to day basis

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 player - able to pick up the slack to ensure the smooth running of operations
• 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 navigate out of tricky situations
• Able to do work during odd-hours when the need arises, to ensure operations are not disrupted during the entire day
• Ability to prioritise, 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 to solve most issues independently

Qualifications:

• Preferred location of staff: Metro Manila, Philippines
• Bachelor’s degree from a recognized university
• Minimum 3-5 years of project management experience delivering customised solution and/ or system integration type projects in a customer facing environment
• Fluent English for communication with HQ Delivery and Service Teams in Singapore

• • Must be able to travel within Philippines
  • 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)
  • Experience 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)