Delivery Manager - E-Learning SaaS bei BI WORLDWIDE

At BI WORLDWIDE, we are committed to creating belongingness, where D&I is a priority. We invite you to join us as we continue to expand our culture of inclusivity, collaboration, and authenticity together.

We work a hybrid model (3 days in the office and 2 days work from home); this position is located in our Minneapolis Metro headquarters.

Our Learnging Team is seeking a talented Delivery Manager to join the team.  The Delivery Manager acts as a vital link between clients, product development, and delivery operations for our e-learning SaaS platform. This role combines technical support, agile team facilitation, and delivery coordination, ensuring seamless client experiences and effective product implementation. Candidates with scrum master experience are strongly encouraged to apply, as agile leadership is integral to success in this position. The ideal candidate demonstrates a proactive approach to client support, a collaborative spirit, and a commitment to continuous improvement, especially in the context of e-learning and AI-driven solutions.

Key Responsibilities

• Serve as the primary contact for client inquiries via email and phone, troubleshooting and resolving basic to intermediate technical issues.
• Guide users through product features, functionality, and best practices.
• Document all client interactions, support tickets, and technical solutions to maintain accurate records and support knowledge sharing.
• Build rapport and trust with clients through excellent customer service and proactive communication.
• Provide technical guidance and support during client system integrations and throughout implementation phases.
• Coordinate effectively between development, project management, and creative teams (including art directors and instructional designers).
• Facilitate Scrum events (Sprint Planning, Daily Standups, Sprint Reviews, Retrospectives) and promote agile best practices as Scrum Master.
• Collaborate with project managers to prioritize and manage deliverable timelines, ensuring on-time delivery of client solutions.
• Contribute to the knowledge base, FAQs, and internal best practices documentation, incorporating client feedback and technical requirements.
• Analyze user experiences and support trends to provide actionable feedback for product and process improvement.

Skills and Abilities

Technical Skills:

• Knowledge of e-learning platforms, Content Management Systems, SaaS architectures, and LMS standards.
• Basic to intermediate understanding of HTML, CSS, and browser technologies.
• Advanced troubleshooting for common IT issues.
• Experience with agile project management and ticketing tools (e.g., Jira, Trello).

Communication & Interpersonal Skills:

• Excellent verbal and written communication.
• Ability to explain technical concepts simply to diverse audiences.
• Patient, empathetic approach to customer service.
• Strong facilitation and collaboration across multiple teams.
• Ability to influence and guide without direct authority.

Problem-Solving & Management:

• Strong analytical and critical thinking abilities.
• Project coordination skills, with the ability to manage multiple priorities.
• Ability to multitask and adapt quickly in a fast-paced environment.
• Understanding of software development lifecycle and agile methodologies.
• Proactive problem-solving focused on client success.

Qualifications

Required:

• High school diploma or equivalent.
• 2+ years of experience in technical support or technical project coordination.
• Demonstrated experience with e-learning platforms, educational software, or content management systems.
• Proven ability to work collaboratively across teams and departments.
• Familiarity with Scrum and experience working in agile environments, preferably as scrum master.
• Commitment to personal growth in AI tools and technologies.

Preferred:

• Associate's or Bachelor's degree in Computer Science, Education Technology, or related field.
• Relevant certifications (e.g., CSM, PSM, PMP, or technical support certifications).
• Experience as Scrum Master in agile development environments.
• Hands-on experience with AI prompt tools (e.g., Anthropic Claude, ChatGPT, Copilot, etc.).