North America Delivery Lead

Reporting to: Tash Bond, Chief Delivery Officer
Team: Delivery
Salary Range: $170,000 - $185,000
Location: Remote, US-based - East Coast/Midwest
Job Type: Full-Time, Permanent
Visa/Sponsorship Available: Not Available
The Delivery Lead Role
Send Technology is a rapidly growing InsurTech SaaS company specializing in the commercial and specialty insurance sector. Our mission is to help underwriters "write better business faster" on a global scale. We achieve this through our AI-enabled underwriting platform, specifically designed for the complexities of the commercial and specialty market. Our workbench serves as a one-stop desktop for underwriters, bringing together data, documentation, and decision points, enabling our customers to harness the power of ecosystem integrations, data, and AI to drive their growth.
As the Delivery Lead on the ground in North America, you will be responsible for driving the successful implementation of Send's underwriting workbench across the region. Working alongside Send's global team, you'll oversee the end-to-end delivery process, ensuring smooth integration, high client satisfaction, and strong project outcomes. Your role will also involve building partnerships with system integrators and enhancing our delivery capabilities through strategic planning and hands-on management.
About Send
In 2017, the three founders of Send (Andy Moss, Ben Huckel, and Matt McGrillis) had a vision to reshape and enhance the underwriting processes of commercial insurers by fusing advanced technology and deep expertise.

• In 2019, Send delivered a commercial and specialty Underwriting Workbench for a leading global insurer (a major FTSE 100 carrier, one of the UK's top five composite insurers) - streamlining operations, driving efficiencies, and providing forward visibility.
• Over the next five years, we implemented multiple Underwriting Workbench solutions in both the UK and US markets.
• In 2022, Send won three awards for the Underwriting Workbench and announced a $10m Series A funding raise to expand in the UK and US.
• In 2023, Send launched 'Smart Submission,' a stand-alone component of the Underwriting Workbench, to help insurers tackle submission chaos.
• In 2023, Send was named a "Leader" in the IDC MarketScape: Worldwide P&C Intelligent Underwriting Workbench Applications 2023 Vendor Assessment. Send's financial stabilityand growth were noted as key strengths.
• In 2024, Send was named a "Top Provider" in the Datos P&C Workbench report and a "Leader" in the Celent Underwriting Workbench reports in both North America and Global Markets. We also won IBUK's 2024 Top Insurance Employers award.

We have a growing pipeline of opportunities in multiple geographies and report year-on-year growth. Our vision is to be the market-leading underwriting software platform for agile carriers.
Our Funding
From 2017 to 2022, we bootstrapped our growth journey, transforming into a profitable and stable company. In November 2022, after a year of customer and team growth, we successfully secured $10m in Series A funding to accelerate our expansion in the UK and US and further develop our product. We enjoy the support and expertise of our investors, Mercia and Breega.
We are currently preparing for our Series B funding round and look forward to the growth acceleration this will facilitate.
What You'll Be Doing as Delivery Lead at Send
This will be our first customer delivery hire in the US! The role will take on immediate responsibility for overseeing the delivery of two of our key US-based clients while designing an approach to scale the US delivery capability to support growing customer interest. This is a great opportunity for someone looking to step into a more senior role, comfortable with taking a 'hands-on' approach, working with teams across different time zones, and ready to take on the challenge of growing a successful customer delivery function.
Responsibilities:

• End-to-End Project Management: Lead the planning, execution, and delivery of projects from inception to completion. Collaborate with cross-functional teams to ensure timely, high-quality project delivery.
• Client Relationship Management: Act as the main point of contact between Send and clients during the implementation phase. Foster strong, collaborative relationships with clients, ensuring satisfaction with pre-agreed deliverables within the statement of work.
• Scope Definition and Estimation: Develop strong Send product expertise to work closely with clients in defining project scope and estimates. Initially work closely with the US sales team to help shape proposals and align with Send's product fit.
• Resource Allocation and Team Coordination: Allocate resources effectively, ensuring optimal utilization for project success. Coordinate with development teams, QA, and other stakeholders to ensure seamless collaboration.
• Establish and Embed a Network of System Integrators: Develop and maintain partnerships with system integrators, leveraging their expertise to expand our project delivery capabilities.
• Quality Assurance: Implement and oversee quality assurance processes to maintain high standards of deliverables. Conduct regular reviews and audits of both Send-led and SI-led deliveries, identifying and addressing potential issues.
• Risk Management: Identify project risks and proactively develop strategies for risk mitigation. Address and resolve issues as they arise to prevent disruptions to project timelines.
• Performance Metrics and Reporting: Define and track key performance indicators (KPIs) related to project delivery and customer satisfaction. Generate regular reports for internal and external stakeholders, highlighting project status and performance.
• Continuous Improvement: Drive continuous improvement initiatives based on feedback and lessons learned from previous projects. Stay informed about industry best practices and incorporate them into project management processes.
• Stakeholder Communication: Effectively communicate project progress, challenges, and resolutions to internal and external stakeholders. Conduct regular status meetings and provide updates to ensure alignment with project goals.
• Budget Management: Manage project budgets efficiently, tracking expenditures and ensuring adherence to financial constraints.
• Build and Grow the Delivery Team: Lead the delivery team as it scales, eventually including functional leads. Mentor and guide team members to enhance their skills and performance.
• Strategic Account Partnerships: Engage directly with key accounts, such as Bowhead and Convex, to ensure successful project outcomes and ongoing client satisfaction.

Skills & Experience Needed to Be a Successful Delivery Lead at Send

• Proven Project Management Expertise: Demonstrated experience in end-to-end project management, handling multiple technical implementations across diverse customers.
• Knowledge of the US Insurance Domain: Strong understanding of underwriting processes, with a background in the insurance sector. Knowledge of the London and European insurance markets is a plus.
• Exceptional Communication Skills: Outstanding communication skills to effectively engage with clients, internal teams, and stakeholders.
• Experience with System Integrators: Background in working with or as a system integrator, with an established network of partners.
• Leadership in Software Development: Proven leadership skills in navigating complex, technically demanding software development environments.
• Resource Allocation Proficiency: Efficiently allocate resources to optimize project outcomes, ensuring a balance between speed and quality.
• Agile Software Delivery Mastery: Track record of leading software delivery using Agile methodology, collaborating with global teams for successful outcomes.
• Continuous Improvement Mindset: Ability to challenge the status quo and explore opportunities to enhance delivery capability, considering the client's culture and market position.
• Effective People Management: Strong leadership in managing people, with a demonstrated ability to guide, motivate, and inspire highly productive, dynamic, and technically proficient teams.
• Analytical and Diagnostic Skills: Strong analytical and diagnostic skills, particularly in identifying and addressing technical risks, issues, and constraints.

What's on Offer - Life at Send

• Medical, dental, and optical coverage as well as basic life insurance, short- and long-term disability, and access to additional voluntary cover.
• 401(k) contributions: 100% match for the first 3% and a 50% match for the next 2%.
• Time Off: 25 days' vacation leave for all colleagues, regardless of location, in addition to public holidays. We also offer volunteering time and a wellness day.
• Access to Spill, providing free and confidential therapy and mental health support.
• Annual learning and development budget to use through Learnerbly, giving you access to hundreds of books, courses, conferences, subscriptions, and learning resources to support your development.

Check out Send's public Handbook for more information on our product, recruitment process, team, benefits and much more.
Delivery Lead - Recruitment Process
Our recruitment process for our Delivery Lead role will consist of two formal interviews.
Intro call with our in-house recruiter, Liam (30 minutes) - This will cover your background, motivations, and communication, along with a chance to get to know Send and the role better.
Stage 1 - Interview with Tash Bond, Chief Delivery Officer, and Brad Tabor, Head of Revenue US (60 minutes)
Stage 2 - Interview with Andy Moss, CEO (30 minutes)
At Send, our focus lies in enhancing our culture rather than building a team that fits a cultural alignment. We recognise from our experience that a diverse, equitable, and inclusive team enhances our innovation, creativity, decision-making, overall performance, team success, and much more.
When considering applying for a role that has captured your interest, we encourage you to submit an application even if you don't meet every requirement. Studies show that women, Indigenous people, and individuals of color are less likely to apply for jobs unless they meet every qualification and requirement detailed within the job advert. At Send, we aim to break away from this trend.
When it comes to growing the team, we welcome everyone to apply, irrespective of your background, ethnicity, or culture. We are committed to thoroughly reviewing all applications and refraining from discrimination based on race, ethnicity, color, religion and belief, national origin, sexual orientation, age, marital status or civil partnership, family status, pregnancy and maternity, disability (both visible and invisible), gender identity or expression, or any other legally protected status.
We understand that fostering inclusive hiring practices is a continuous journey that requires dedication and ongoing improvement. We welcome any feedback you may have regarding our hiring or interview processes.
If you have any specific needs or additional requirements, please feel free to share them with us in the designated space on your application. Our aim is to ensure a smooth and comfortable application and interview process as possible.
Need help with your application or have additional questions regarding the role? Email -