Deployment Manager

Responsibilities

• Lead customer implementations from kickoff through go-live.
• Scope customer workflows, operational requirements, and success criteria.
• Document customer requirements and translate them into implementation plans and engineering specifications.
• Serve as the primary point of contact for customers throughout deployment.
• Set expectations and communicate timelines, risks, blockers, and project status to customers.
• Coordinate closely with engineering and product teams to prioritize issues and feature requests.
• Track workflow changes and ensure agent configurations stay aligned with customer operations.
• Plan and oversee UAT, QA, and go-live readiness.
• Coordinate internal QA efforts and validate fixes before customer testing.
• Monitor launch performance, identify issues, and drive rapid resolution.
• Drive post-launch optimization and continuous improvement based on customer feedback and production data.
• Maintain implementation documentation, playbooks, and project trackers.
• Manage multiple implementations concurrently while keeping stakeholders aligned.

Requirements

• 2–5+ years of experience in implementation, operations, consulting, customer success, solutions engineering, or a similar customer-facing role.
• Strong project management and organizational skills, with the ability to manage multiple customer deployments simultaneously.
• Excellent written and verbal communication skills.
• Comfortable working cross-functionally with customers, engineering, product, and operations.
• Highly detail-oriented with strong ownership and follow-through.
• Comfortable operating in fast-paced, ambiguous environments.

Nice-to-Haves

• Healthcare technology or healthcare operations experience.
• Experience implementing SaaS or enterprise software.
• Familiarity with EHRs such as Athena, Epic, eCW, and ModMed.
• Experience with contact centers, telephony, or AI products.
• Experience writing process documentation and customer-facing implementation plans.

Compensation and Benefits

• Annual salary range: $120,000–$150,000.