Client Delivery Lead

Fulfillment IQ; Pittsburgh (Allegheny County); Hybrid; USD 100,000 - 125,000; Full time

Benefits offered by this job

Health insurance

Paid time off

Retirement plan

Learning & development budget

Remote & hybrid work options

Equipment & internet reimbursements

Employee stock options (ESOP)

Job summary

Fulfillment IQ is seeking a Client Delivery Lead in Atlanta, GA to oversee a bridge between our India delivery team and the client. You will run weekly cadence calls, package ticket data into client-facing reports, and ensure timely delivery through coordination across global teams.

Your role focuses on proactive communication, executive-level reporting, and maintaining delivery visibility. This position offers hybrid onsite work with significant stakeholder engagement.

Qualifications

• 5-8 years of program/project coordination experience in a client services environment.
• Ability to establish proactive client cadence and reporting
• Experience coordinating across distributed/offshore teams
• Based in or willing to be based in Atlanta, GA
• Ability to create executive-level status reports and dashboards
• Ability to monitor SLA adherence and manage escalations

Responsibilities

• Run a proactive weekly cadence call with the client's operations team
• Pull and package ticketing data into client-facing reports
• Coordinate across India-based FIQ team on task assignment and delivery quality
• Escalate blockers or resourcing gaps to account and delivery leadership
• Act as the single point of accountability for India-team collaboration on this client account

Skills

Program coordination

Stakeholder management

Client relationship

Reporting

Cross-functional collaboration

Education

Bachelor's degree in related field

Tools

ServiceNow

Ticketing systems

Job description

Job Title: Client Delivery Lead

Job Location: Atlanta, GA, United States (Onsite/Hybrid)

Job Type: Full-time, Permanent

Hiring Timeline: Immediate

Reporting Line: Co-Founder & COO

Travel Expectations: Up to 20-25% travel, based on customer requirements.

Existing Vacancy: Yes

Application Deadline: Open until Filled

Salary Range: 100K - 125K USD per year (negotiable)

About Fulfillment IQ (FIQ):

Fulfillment IQ is a supply chain engineering and transformation company that helps brands, retailers, and 3PLs design, build, and scale high-performance logistics operations.

We work at the intersection of strategy, operations, and technology where we solve complex, real-world problems across warehouse design, automation, order management, transportation, and end-to-end supply chain execution.

Our teams combine deep domain expertise with strong technical capability, delivering outcomes through consulting, systems implementation, and proprietary platforms that accelerate time-to-value and reduce delivery risk.

If you enjoy working in complex environments, partnering closely with clients, and seeing your work make a tangible impact on how global commerce moves, this is the place where your skills and judgment truly come to life.

Role Overview:

As FIQ continues to scale its delivery footprint with a strategic enterprise client, we're building a dedicated bridge between our India-based delivery team and the client's operations team. This role owns that connection end-to-end: running a proactive weekly cadence with the client, keeping task visibility clear across our India-based team members, and packaging completed work into regular, client-facing reporting that makes the value of our delivery visible and easy to track.

Mandate:

• Take work off the client's primary contact's plate by acting as the dedicated collaboration/coordination point between the India-based FIQ delivery team and the client
• Establish a proactive weekly cadence with the client's operations team, rather than waiting to be assigned individual tasks
• Improve delivery visibility to the client by turning ticketing system data into regular, digestible reporting on what's been solved
  
  

Must Have:

• 5-8 years of program/project coordination experience in a client services environment.
• Comfortable proactively driving a relationship with a client stakeholder (rather than waiting for tasks to be assigned)
• Experience managing or coordinating across a distributed/offshore team
• Based in or willing to be based in Atlanta, GA
• Ability to create and maintain executive-level status reports and dashboards
• Ability to coordinate activities across functional, technical, and support teams
• Ability to monitor SLA adherence and manage escalations
• Ability to drive onboarding coordination for new implementations and initiatives
• Strong written and verbal communication skills
• Strong stakeholder management and relationship-building skills
  
  

Nice to Have: 3PL or WMS industry background; prior exposure to Manhattan Scale; experience with ServiceNow or similar ticketing/reporting tools

Key Responsibilities:

• Run a proactive weekly cadence call with the client's operations team
• Pull and package ticketing system data into client-facing reports showing work completed
• Coordinate across India-based FIQ team members on task assignment, delivery quality, and documentation
• Escalate blockers or resourcing gaps to the account and delivery leadership
• Act as the single point of accountability for India-team collaboration on this client account
  
  

What Success Looks Like in the First 90 Days:

30 Days:

• Build a working relationship with the client's operations team and primary contact
• Establish the weekly cadence call
• Get up to speed on current open tickets/workstreams via the ticketing system
  
  

60 Days:

• Own recurring client-facing reporting on completed work
• Be the established point of contact for India-team task coordination
• Identify and start closing gaps in delivery documentation quality
  
  

90 Days:

• Demonstrate a measurable improvement in client-perceived delivery visibility and timeliness
• Fully own the weekly cadence and reporting rhythm independently
  
  

Key Performance Indicators (KPIs):

• Weekly cadence call adherence (held consistently, no missed weeks after Month 1)
• Turnaround time on client-facing status reports
• SLA adherence rate on ticketing system items
• Client-reported satisfaction/visibility improvement (qualitative check-in with client stakeholders)
• Reduction in escalations reaching leadership directly (i.e., issues caught and resolved at coordinator level)
  
  

Why You'll Love Working Here

At Fulfillment IQ, we don't just build supply chain solutions; we build long-term careers.

We believe in giving our people real ownership, real influence, and meaningful responsibility. Whether you're leading a client relationship, shaping a solution, or building internal capability, your decisions have a visible impact.

We operate with a high-trust, high-standards culture that values clear thinking, collaboration, and accountability without unnecessary hierarchy or bureaucracy.

Here's what makes Fulfillment IQ a rewarding place to work:

Work That Matters

You'll help solve real operational challenges that directly impact global commerce, customer experience, and supply chain performance.

Career Growth That Matters

We invest in mentorship, leadership development, and continuous learning — supporting both vertical growth and long-term career progression.

Flexibility to Thrive

We support remote and hybrid work models, flexible schedules, and trust our teams to manage their time responsibly.

We Celebrate Impact

From project wins to personal milestones, we recognize contribution, celebrate progress, and value consistency over heroics.

A Collaborative Culture

You'll work alongside experienced consultants, engineers, product leaders, and commercial professionals who value ownership, transparency, and high standards.

Perks you'll appreciate:

• Employee Health: Comprehensive health and dental coverage for you and your family
• Time Off: Competitive paid time off and flexible leave policies
• Retirement: Retirement savings programs and employer contributions
• Professional Growth: Dedicated learning and development budget
• Flexible Work: Remote and hybrid work options
• Perks: Equipment allowances, internet reimbursements, business travel coverage, and employee stock options (ESOP), where applicable
• Community Engagement: Team events, meetups, and company offsites
  
  

Additional Perks

• Equipment and workstation allowances
• Internet and business travel reimbursements
• Employee stock options (ESOP), where applicable
• Team events, meetups, and company offsites
  
  

Use of Artificial Intelligence in Hiring:

FIQ uses artificial intelligence to assist in the screening, assessment, and shortlisting of applications for this position, including features within our applicant tracking system. AI supports human reviewers and does not make hiring decisions on its own. Final hiring decisions are made by FIQ personnel. If you have questions about how AI is used in this process, contact [e-mail].

Accommodations:

FIQ is committed to an inclusive and accessible recruitment process. Consistent with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code, accommodations are available on request at any stage of recruitment and assessment. Contact [e-mail], and we will work with you to meet your needs.

Candidate Privacy:

Your personal information is collected and used for recruitment purposes in accordance with FIQ's Candidate Privacy Notice, available here. This includes the use of AI-assisted screening described above. By applying, you acknowledge this notice. By applying, you acknowledge this notice. Questions: [e-mail].

Equal Opportunity:

Fulfillment IQ is a people-first company built on trust, collaboration, and ownership. We are proud to be an equal opportunity employer and are committed to building a diverse, inclusive, and high-performing workplace. We consider all qualified applicants without regard to any ground protected under the Ontario Human Rights Code, including race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, marital status, family status, or disability.

Learn More About Us

Website: fulfillmentiq.com

LinkedIn: Fulfillment IQ

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YouTube: eCom Logistics Podcast YouTube