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Manager, Delivery Excellence
Location
United States
Posted
168 days ago
Salary
0
Seniority
Senior
Job Description
Manager, Delivery Excellence
Glean
• Lead, grow, and mentor a team of Delivery Excellence Managers; own team performance, operating rhythms, and career development. • Establish prescriptive delivery playbooks, templates, and operating standards (SSO, people data, connectors, readiness gates) to ensure consistent, high-quality deployments at scale. • Own end‑to‑end delivery governance across your team’s accounts: kickoff, plan, deploy, go‑live, handoff, and renewal‑readiness, including proactive risk management and escalation handling. • Set and report on portfolio‑level KPIs (deployment velocity, time‑to‑value, adoption, satisfaction, ROI proxies), and drive continuous improvement against these metrics. • Partner with Sales, Solution Architects, AI Outcomes Managers, Support, and R&D to ensure a seamless customer journey and accelerate value realization post‑launch. • Engage with executive sponsors and customer program leads to align on goals, joint success plans, and measurable outcomes; serve as a strategic advisor when tradeoffs arise. • Systematize feedback loops from field to product; influence roadmap and readiness (connectors, deployment tooling, admin UX, observability) with clear business impact cases. • Raise the delivery bar: improve onboarding processes, documentation, playbooks, and tooling; champion operational excellence across planning, execution, and closeout.
Job Requirements
- 6+ years in customer-facing delivery, implementation, technical account management, or consulting for enterprise SaaS; 2+ years leading/managing delivery or customer success/PS teams.
- Strong understanding of SDLC and modern delivery practices (Agile/DevOps), with the ability to guide hands-on work in SSO setup, people data, and enterprise connector configuration.
- Proven record of building playbooks, standardizing processes, and running delivery at scale with clear KPIs and continuous improvement cycles.
- Executive presence and clear communication; comfortable leading escalations, aligning cross‑functional stakeholders, and making outcome‑oriented decisions.
- Analytical, systems-thinking mindset; adept at diagnosing deployment blockers and translating field insights into product/process enhancements.
- Cloud fluency (AWS, Azure, or GCP). One of the following—or willingness to obtain within 90 days—is a plus: AWS Certified Cloud Practitioner, Microsoft Certified Azure Fundamentals, or Google Cloud Digital Leader.
Benefits
- Competitive compensation
- Medical, Vision, and Dental coverage
- Generous time-off policy
- 401k plan
- Home office improvement stipend
- Annual education and wellness stipends
- Vibrant company culture through regular events
- Healthy lunches daily
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