Delivery Coordinator

Level Access is a leader in digital accessibility, dedicated to creating inclusive digital experiences for everyone.

As a Delivery Coordinator, you will support the successful execution of delivery workflows by coordinating tasks, communicating proactively with customers and internal teams, and ensuring work progresses smoothly through established processes. You will play a key role in maintaining a positive customer experience by providing timely updates, resolving routine issues, and escalating more complex matters as needed. This role contributes to consistent service delivery while supporting team efficiency and quality standards.

Key Responsibilities

1. Delivery Coordination

• Track and support tasks as they move through defined workflow stages, ensuring timelines and service commitments are met
• Use tools such as Jira, Zendesk, Salesforce, or similar systems to support accurate task routing and workflow visibility
• Support task assignments based on defined priorities, workload, and documented expertise
• Troubleshoot routine workflow issues (e.g., missing information, routing errors) and escalate more complex blockers to senior team members
• Maintain accurate customer‑specific documentation to support consistent service delivery

2. Customer & Stakeholder Communication

• Provide regular, clear updates to customers and internal stakeholders regarding task or ticket status
• Respond to straightforward customer questions or concerns and escalate more complex issues appropriately
• Ensure all communications align with Delivery team tone and voice guidelines, demonstrating professionalism, empathy, and clarity

3. Quality & Process Adherence

• Perform quality checks on completed tasks to confirm they meet defined standards before progressing to the next stage
• Re‑route work that does not meet quality requirements and share observations on recurring issues with senior team members
• Follow established workflows and quality processes to ensure consistency and reliability

4. Team Collaboration & Support

• Collaborate with cross‑functional teams involved in delivery workflows to maintain alignment and shared understanding
• Build familiarity with delivery tools, processes, and documentation
• Support peers by answering basic workflow‑related questions and contributing to a collaborative team environment
• Participate in work assignment coordination and quality review of contractor tasks, as needed

5. Monitoring & Reporting

• Assist with tracking key delivery metrics such as task completion rates, service level objectives (SLOs), and resolution timelines
• Contribute to basic reporting on workflow efficiency and customer satisfaction trends

Qualifications

• Bachelor’s degree in business administration, information systems, operations, or a related field, or equivalent practical experience
• 3–5 years of relevant experience in delivery coordination, customer operations, or a support role
• Strong written and verbal communication skills with an emphasis on clarity and professionalism
• Experience working within defined workflows, managing multiple tasks, and following escalation processes
• Comfortable collaborating across teams in a fast‑paced, process‑driven environment
• Familiarity with performance metrics such as CSAT, SLOs, or similar service indicators
• Experience using ticketing or workflow management tools (e.g., Jira, Zendesk, Salesforce, or similar systems) preferred

Application Process