Key Responsibilities
Playbooks & Delivery Standards
- Build and maintain the playbooks that define how HappyRobot deploys.
- Codify what good looks like at every stage—scoping, kickoff, integration, go-live, expansion.
Staffing & Capacity Planning
- Own the staffing model for the deployment team.
- Match the right FDEs and DSs to the right accounts based on customer complexity, technical fit, and team capacity.
- Continuously rebalance as priorities shift.
Delivery Assurance
- Track delivery health across the portfolio, surface risks, and drive interventions.
- Pull in extra engineering support, re-scope workstreams, or escalate to leadership as needed.
Field Feedback Loop
- Gather structured feedback from FDEs and Deployment Strategists on tooling, process, product gaps, and customer patterns.
- Turn raw field signal into concrete improvements.
Commercial Partnership
- Sync with the commercial team to sharpen scoping and value-finding on new deals.
- Ensure deals are set up for successful delivery.
Requirements
- 3+ years of experience in a delivery, operations, or deployment-heavy role (e.g., Deployment Operations, Professional Services Operations, Solutions Engineering, Technical Program Management, or Forward Deployed Engineering).
- Strong operational aptitude—able to design and run repeatable processes across a distributed team.
- Experience working in a multi-stakeholder environment, specifically interfacing between field/delivery teams and Commercial.
- Ability to balance "big picture" strategic work (playbooks, staffing models, commercial partnership) with "in the weeds" execution (unblocking a stuck account, running a feedback session, fixing a scoping doc).