Delivery Manager

Summary

Join us as a Professional Services Delivery Manager at WordPress VIP, where you'll help customers achieve measurable outcomes through meaningful service engagements.

Requirements

• Autonomy and judgment: You can make important, reasoned decisions, sometimes alone. Very smart folks are often at hand to help, but not infrequently, you’ll need to make mostly independent customer- or business-impacting decisions under suboptimal or rapidly changing circumstances
• Precision and clarity: When making important decisions, you’re prepared to succinctly explain your reasons for doing so, and often do just that in front of customers, partners, and internal audiences. You have excellent written English skills and can effectively communicate with customers and colleagues, sometimes under stressful circumstances
• Systems thinking: Driven by systemizing everything. Though the magic we deliver may seem bespoke, you’re effective at creating and/or upholding the method, schedule, decision tree, or metric behind it
• Interest in customers: We are not always passionate about the same things our customers are, but we are always interested in what they do and how they do it—interested in their code, their architectures, their goals/constraints, and their tendencies
• Ability to make actual things: Proficient in building processes and deliverables that real customers use. You’ll work with designers, partners, and engineers to build great customer artifacts and experiences
• Flexibility and joy: Sometimes, things change quickly, even when we’d rather they not. You’re not unsettled by the possibility of rapid, unexpected, and even uncomfortable change and are experienced responding to such scenarios
• Deep architectural experience: Strong knowledge of system and application architectures, with a deep understanding and interest in technology and architecture in general

Responsibilities

• Ensure that Professional Services engagements exceed customer expectations and deliver an obvious and measurable impact that both technical and business stakeholders value
• Independently solve complex and diverse problems in customer code and architecture
• Communicate identified problems clearly and positively to customer stakeholders in writing and out loud, sometimes live
• Act sensitively to relationships between customers, vendors, and account teams
• Escalate feedback and risks to Platform, Product, Support, and Accounts
• Produce high-quality deliverables and artifacts that highlight measurable outcomes and qualitative impact
• Display genuine curiosity and interest in customers and their code, architectures, goals, and tendencies
• Deliver consistently and make rapid and sound decisions, sometimes under pressure or to a deadline, sometimes with limited information
• Participate in live discovery, technical, and business-focused customer calls
• Deeply learn our delivery tools and methods
• Keep stakeholders informed of progress, risks, and potential delays
• Effectively manage customer expectations and engagement scope
• Ensure delivery partners contribute quality work within deadlines
• Proactively identify, flag, and mitigate risks to successful delivery
• Maintain up-to-date delivery information in Rocketlane
• Where applicable, build strong vendor partnerships
• Manage a service delivery schedule and prospect list
• Over time, develop the intuition and experience to work expertly across at least three service offerings
• Deeply understand the services’ technical and business details
• Credibly represent one or more services to the rest of VIP, a8c, and external leadership
• Answer questions from sales, relationship, and expansion staff about the suitability of services to various customer scenarios
• Participate in pre-sales and solutions calls with prospective and current customers
• Build and maintain partnerships across VIP, particularly with account and public sector staff, to ensure services are deployed where and when needed most, emphasizing our most important, high-value customers
• Participate in marketing case studies and other public-facing activities
• Assess services performance with respect to customer outcomes, retention, expansion impact, and team delivery/revenue impact
• Participate in revenue and delivery forecasting and assist with internal revenue reporting
• Adjust and refine services over time
• Run retrospectives