Head of Delivery (m/f/d)

Project A Services GmbH & Co. KG; London; On-site; EUR 70,000 - 90,000; Full time

Job summary

A leading company in the flexible workspace industry seeks a Head of Delivery to drive customer service strategies. In this role, you'll lead a team, enhance onboarding experiences, and collaborate with senior stakeholders to align goals. The position offers a competitive salary and opportunities for professional growth, making it ideal for proactive leaders in tech.

Benefits

Competitive salary and equity package

Investment in training

Support for home working setup

Dedicated management and leadership team

Qualifications

• Experience leading customer service teams in fast-growth tech environments.
• Strong data fluency and understanding of success metrics.
• Excellent communication skills in English.

Responsibilities

• Lead a growing team, set goals, and conduct performance reviews.
• Collaborate on headcount planning and hiring.
• Enhance customer onboarding experience with educational materials.

Skills

Communication

Data Fluency

Leadership

Customer Engagement

Job description

We’re looking for an experienced Head of Delivery (m/f/d) to join one of our clients and lead its Customer Service strategies.

In your day-to-day work, you’ll focus on streamlining our customer onboarding journeys, working on team leadership, customer experience, and success initiatives. You’ll have the chance to get hands-on with projects that shape onboarding, support, and reporting systems.

Our client is at the forefront of building a global sales, marketing, and distribution system for the flexible workspace industry. With cutting-edge technology and impressive growth numbers, you'll work on solving some of the toughest challenges in tech, data, and scale to benefit millions of professionals worldwide.

In this role, you’ll:

• Lead a growing team with structure, care, and clarity – setting goals, conducting 1:1s, and performance reviews
• Collaborate with the VP of Operations on headcount planning and hiring strategic roles
• Shape, deliver, and continuously enhance the customer onboarding experience with targeted educational materials
• Build strong relationships with senior client stakeholders to ensure our roadmap aligns with their business goals
• Develop and implement scalable support processes with responsive triage, clear escalation routes, and strict SLA targets
• Lead qualitative and quantitative research to stay connected to customer and operator needs
• Work closely with Product teams to suggest platform improvements based on direct customer feedback

Your Profile

• Proven experience in leading customer service or support teams in a fast-growth tech or digital media environment
• Strong data fluency with a solid grasp of acquisition and success metrics
• Excellent communication skills with a clear, human, and robust approach to customer engagement
• Proactive and results-driven with a strong sense of ownership—when something needs doing, you do it
• A systems mindset, with high standards and structured delivery
• Strong interpersonal instincts, where you build rapport quickly and earn trust
• Excellent communication skills in English are required

Please note that we are looking for support in the London office of our portfolio company. Eligibility to work within the UK is required as well.

Benefits and Perks

• Competitive salary and equity package
• Investment in training – your first month will be dedicated to a specialized course along with a plan for future development
• Support for your home working setup to boost productivity and comfort
• A proven management and leadership team dedicated to rapidly advancing your career

Apply below and become a part of our success story!

Our Commitment to Diversity and Inclusion

Project A is committed to diverse and equal opportunities hiring for all – applicants, candidates, and employees alike. We value humans – with all our glorious multifaceted backgrounds, perspectives, and experiences – and look forward to your application.

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