Client Delivery Lead

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.

About the role

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

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

Requirements

• 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

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.

• 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.

Benefits

• Comprehensive health and dental coverage for you and your family
• Competitive paid time off and flexible leave policies
• Retirement savings programs and employer contributions
• Dedicated learning and development budget
• Remote and hybrid work options
• Equipment and workstation allowances
• Internet and business travel reimbursements
• Employee stock options (ESOP), where applicable
• Team events, meetups, and company offsites

Pay

$100,000 - $125,000 USD per year (negotiable)

Schedule

• Full-time, permanent
• Onsite/hybrid in Atlanta, GA
• Up to 20-25% travel, based on customer requirements