Partner, Product Delivery

Willowtree - Boston, OH

Full-time - Senior

Boston, OH

Professional, Scientific, and Technical Services

About the position

WillowTree, a TELUS International Company, is seeking a Partner in Product Delivery to manage a portfolio of clients, typically generating around $10-15 million in revenue. This role is pivotal in overseeing the successful delivery of project work, coaching squad and Triforce leaders, and developing strong relationships with executive client leaders. The Partner will spend a significant amount of time ensuring that projects are delivered successfully, while also being evaluated on delivery success, team feedback, client feedback, growth of key accounts, forecast accuracy, and profitability of their portfolio. This position requires a strong focus on building client relationships, conducting quarterly business reviews, and communicating team progress to establish value propositions and drive change. The Partner will engage directly with the Triforce, attending meetings regularly to understand ongoing work and using end products to drive performance. They will establish clear value metrics across teams, provide oversight of delivery work, and coach Triforces to understand client business drivers. The role also involves delivering presentations and workshops that inspire confidence and influence decisions, navigating high-impact situations with clarity, and creating clarity for teams through the unique challenges of client engagements. The Partner will also contribute to areas of the business that add value to WillowTree, such as interviewing and training, while driving key business metrics including team satisfaction and client retention.

Responsibilities

• Builds client relationships across the executive ladder and regularly conducts quarterly business reviews (QBRs) and other meetings to understand feedback, communicate team progress, establish value propositions, and drive change.
• Proactively and organically communicates across client relationships to surface industry thought leadership, best practices, and drive WT's 'doctors not waiters' mentality.
• Engages directly with the Triforce (i.e. attends Triforce meetings regularly) to understand in-flight work, and uses end products where possible to drive performance as part of the team.
• Establishes clear value metrics across internal and external teams.
• Provides effective oversight of delivery work, mitigating risk, improving practices, and strengthening client trust.
• Coaches Triforces to understand the client's business drivers, develop relationships, and solve problems.
• Identifies and influences decisions using reporting language, data visualization, and storytelling.
• Delivers presentations, workshops, and conversations that inspire confidence and influence decisions.
• Navigates high impact and difficult situations with clarity and poise, making decisions that create value for WT and clients.
• Creates clarity with teams through the unique challenges inherent at each stage of client engagements.
• Brings energy to moments that matter, particularly new relationships, key presentations, and recovery situations.
• Effectively uses touchpoints (reviews, weekly 1:1s, coaching, feedback) to evolve the skill set of their team, and delivers performance-related feedback within a discipline, to peers, and upward with grace and clarity.
• Approaches all situations (internal and external) with a solutions mindset, coaching teams to focus on what they can do.
• Identifies and contributes to areas of the business that bring additional value to WillowTree, i.e. interviewing, training, contributions to the delivery playbook, etc.
• Drives key business metrics including team satisfaction, client satisfaction, client retention, client effective client rate (ECR) and gross portfolio margin.

Requirements

• Demonstrated success driving team collaboration and client success.
• Tendency to lean into client/team collaboration and coaching.
• Effectively coaches triforce to positive outcomes.
• Effectively manages performance of immediate team.
• Excellent verbal and written communication skills.
• Excellent interpersonal and client services skills.
• Excellent team and client management skills.
• Excellent organizational skills and attention to detail.
• Excellent time management skills with a proven ability to meet deadlines.
• Strong analytical and problem-solving skills.
• Ability to prioritize tasks and to delegate them when appropriate.
• Ability to function well in a high-paced, interactive, collaborative, and at times stressful environment.

Benefits

• Dedicated time to innovate on passion projects.
• Annual stipend to fund professional pursuits.
• Supportive culture that cares about employee well-being.