Job Type
Full-time
Description
Who you areYou are a growing leader who has earned the respect of your peers and leaders through a strong work ethic, analytical ability, and motivational, performance-oriented coaching. You're a natural cross-functional collaborator - comfortable working the phone or the inbox with Sales, dealers, OEMs, and outside vendors to keep a deployment moving, even when the holdup isn't your team's fault. You're technical enough to get hands-on in the web tooling your team implements, not just direct it from a distance. You understand and trust data, and use it daily to separate what your team controls from what's stuck waiting on someone else. You bring the same rigor to a go-live checklist that you bring to coaching a specialist. You're tenacious without being territorial - quick to escalate outside your own walls when that's what actually unblocks the work.
The Deployment Manager owns frontline performance and management for the product deployment team. This leader will track and lead efforts to reduce overall deployment time and improve quality - from assignment through go-live - through training, coaching, and motivating their team. You will serve as a senior point of escalation for dealer, OEM, and vendor-related delays, and will build the cross-functional relationships that keep deployments moving even when the holdup isn't your team's doing. Leadership and participation in special projects is required as needed. You will direct schedules and workloads, and assist with capacity planning.
Requirements
Case & Queue Performance- Own deployment time and quality across the queue - volume, velocity, trending issues, and individual specialist performance
- Distribute and drive deployment assignments and go-live delivery
Escalation Ownership & Resolution- Diagnose and resolve escalations tied to dealer communication breakdowns, missing configuration, and vendor or install delays
- Address root-cause trends across dealers, OEMs, and vendor partners - not just internal process gaps
Quality Assurance- Execute required quality assurance monitoring for each team member, in partnership with team leads
- Identify quality performance gaps and coach team members to improved performance
Cross-Functional & Technical Support- Support internal teams with contracting, site configuration, and technical inquiries
- Partner with Client Success and Sales teams to facilitate and expedite product deployment
- Develop and implement in conjunction with enablement partners new technical tooling and process to improve performance and client satisfaction
Special Projects & Leadership Development- Manage special projects as needed - for example, OEM standards compliance roll-outs, release of new functionality for customer accounts, and customer communications during outages or service failures
- Identify and develop high-potential specialists for future team lead and leadership roles, including setting priorities and providing hands-on training
