Join HLabs as our Delivery Lead: Always striving for process driven excellence

What are the key responsibilities?

Team Development & Leadership

• Support the growth of the project management team by enhancing skill sets, building resilience, and strengthening project knowledge. (Nice to have is discussing tactics on client interaction and building rapport with clients.)
• Provide coaching and guidance to a dynamic, diverse team, nurturing their development and ensuring they are equipped to handle complex project challenges.
• Establish clear goals and expectations, conducting regular performance reviews to drive team success and growth.
• Give feedback, clearly with evidence, to project management team with suggestions on where to improve next time.
• Act as a point of escalation for complex client issues, ensuring all matters are resolved with professionalism and empathy.
• Develop authentic communication and negotiation strategies (e.g. upsell or rush fees) to help the project management team maintain healthy client relationships.
• Suggest external training & workshops for project managers including qualifications that meet their training budgets.

Project & Resource Management

• Oversee daily allocation/traffic management of work across the team using Float, with the project managers and Creative Director, to act as the “final say” to optimize resource utilization.
• Track and audit timesheets, project profitability, and efficiency metrics using our Float system and Google sheets. 
• Oversee the PM’s run roughly 50 active projects in flight at once; projects range from quick turnaround projects of 3 days, to longer 8 weeks projects. With our model reflecting these shorter, more regular projects, we work at pace with a lot of last minute changes to timelines.
• Implement capacity planning systems to match team availability with project demands, preventing bottlenecks and optimizing project flow with freelance resource. (e.g. Negotiating paid overtime or booking freelancers on additional timezones).
• Sign off SOW's and timelines (with suggested tweaks if needed) with the project managers. (This includes, deciding when extra internal time is needed for testing new technology or processes.)

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Process Optimization

• Develop and enforce standard operating procedures (SOPs) to ensure consistency and quality in project execution.
• Drive automation and technology adoption to streamline repetitive tasks and improve workflow efficiency. 
• Suggest & implement improvements to our tech. We currently use a mix of Trello, Float, Google suite, Xero and Slack. We have used typeform to automate briefings and updates and have been experimenting with Airtable and Zapier. More automation would be encouraged.
• Gate keeper of HLabs process documentation, updating and improving where possible.

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Operational Reporting & Performance Metrics

• Track and report on key performance metrics, including project scope creep, resource billable hours, and project profitability.
• Provide regular reports to the CEO, offering insights into team performance, project profitability, and overall operational health.
• Conduct ‘Post-Implementation Review (PIR)’ sessions with the wider team (monthly) and PM’s (weekly) to air trends and learnings.

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Quality Assurance & Continuous Improvement

• Working with the other senior leads (Design Director, Illustration Director, Editorial Director and Tech Director) to establish quality assurance protocols to maintain high standards across all projects.
• Encourage a culture of continuous improvement, where team members actively seek ways to enhance processes and client satisfaction

Who will you be working with?

You will be working directly with the senior management team at HLabs to set business goals, up skill our project management team through regular 121's and work with up to 40 global HLab'ers around the globe to help deliver projects.

You will report up to the CEO, Han Springett that started the business (solo) in 2020 and has built the company from her experience in graphic design and no code tech sales.

View our blogs 'A day in the life' with Leticia (PM) and Shadi (CD) to get a snapshot of your team's responsibilities.

What's the culture like?

• Buddy systems for all new joiners
• Awesome nights out, sports challenges and charity fundraising
• Global remote team comes to London every December
• Learning lunches, online team games and industry show & tells
• Daily standup for full remote team
• 50% Male 50% Female Senior leadership split
• 17 spoken languages on the team across 13 countries
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Check our culture on Insta

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