Project & Operations (Solution Delivery Executive) (SG)

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 costs savings by optimising transportation and delivery services. With over 10 million routes completed across eight markets, SWAT is poised for hypergrowth across the region.

Key Responsibilities

Project Management

• Lead the entire life cycle of system implementation projects in both waterfall and agile methods, ensuring on-time and high-quality delivery
• Responsible for delivering an 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
• Manages the progress of the project and ensures quality, maintaining of baseline scope, time, cost and requirements
• Liaise with internal and external stakeholders (clients, partners and vendors) to align on development, deployment and operational activities 
• Manage key stakeholder relationships with clients, participating companies, vendors and other partners
• Ensure SWAT Transportation services run smoothly and meet KPIs, including closely tracking driver, vendor, customer support and transport operations
• Create and set up service sessions on SWAT’s operation interface
• Project-related operations, training and testing-related tasks as required
• Other ad-hoc duties as assigned on a day-to-day basis

Pre-sales &  Solutioning

• Support pre-sales engagements, including live demos, technical feasibility assessments, and rapid client-specific configurations 
• Accelerate deal closures by validating project scope, aligning solutions with client needs and ensuring 
• Prepare client-facing solution documents (e.g. functional descriptions, scope of work, solution proposal decks, RFPs)
• Ensure all proposed solutions align with client goals, resolve pain points, match contractual terms, delivery capabilities, and the company’s product roadmap
• Conduct Proof of Concepts (POCs) for clients

Process Improvement & Customer Success

• 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 elevate SWAT’s customer service, operational workflows and pre-sales responsiveness 
• Provide first-line service support for partners, passengers, and vendors, including managing any in-app queries they might have

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
• 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 SWAT’s technology and 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 prioritise, be responsible and hands-on. This is relevant both on the operational side and on the customer-facing aspects. 
• Quickly able to judge when escalations are required, but decisive to solve most issues independently

Qualifications:

• 1-3 years of customer-facing experience for candidates with a Bachelor’s degree in Computer Science/ Engineering from a recognised university.
• Experience or education in project management would be an advantage
• 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
• Proficient or able to learn related software tools quickly (Microsoft Office, JIRA, Notion, Gsuite, Metabase etc)