Job Description
Director of Deployment, Field Communication
Department
Customer Operations / Field Delivery
Reports To
Chief of Staff (dotted line to CEO on deployment escalations)
Location
Remote (U.S.) - see Travel Expectations
FLSA Status
Exempt
Role Summary
The Director of Deployment, Field Communication owns the end-to-end post-sale deployment lifecycle for Mutualink's Field Communication products across our public safety, federal, and critical infrastructure customer base. This is a customer-facing delivery leadership role that translates closed-won opportunities into operational outcomes - on-time, on-spec deployments, accelerated time-to-value, and deployment-quality customer relationships that fuel renewal and expansion.
The role sits at the intersection of Customer Operations, Sales, and Customer Success. The Director is the single accountable owner for Field Communication deployment delivery from contract handoff through customer acceptance, and partners with the VP of Growth on pre-close deployment scoping for fleet and federal opportunities. Performance is measured on deployment delivery KPIs and on the expansion Annual Contract Value (ACV) that high-quality deployments produce.
Scope of Responsibility
Deployment Delivery
- Lead end-to-end deployment of Field Communication solutions for SLED, federal, and enterprise customers, from contract handoff through customer acceptance.
- Build and continuously refine repeatable deployment playbooks across single-site, multi-site fleet, and tactical / Go-Kit form factors.
- Own deployment delivery Service Level Agreements: on-time / on-spec completion, customer sign-off, time-to-first-value, and time-to-full-adoption.
- Serve as the single accountable owner for deployment escalations spanning Engineering, Sales, and Customer Success.
Customer-Facing Leadership
- Act as the senior Mutualink point of contact for the customer through deployment, including agency leadership, IT, and operational stakeholders.
- Run kickoff, status, milestone, and acceptance meetings with public-safety and federal customers.
- Manage field training and customer enablement to ensure users are operationally proficient at go-live.
- Drive deployment-quality customer health that supports renewal, multi-year conversion, and ACV expansion.
Cross-Functional Partnership
- Partner with the VP of Growth and Channel Manager on pre-close deployment scoping for fleet and federal opportunities (technical sizing, implementation schedule, customer readiness, professional services attach).
- Coordinate with Engineering and Operations on deployment-driven product and process feedback loops.
- Partner with the Customer Success team on deployment-to-adoption handoff and post-go-live customer health.
- Provide deployment health reporting to Executive Leadership; flag at-risk deployments and lead corrective action.
Required Experience
- 8+ years of customer-facing delivery, professional services, or deployment leadership experience, including 3+ years leading deployment teams or programs.
- Demonstrated track record delivering complex communications, networking, or public-safety technology deployments at scale (multi-site, multi-agency, mission-critical).
- Strong working knowledge of LMR, LTE/5G, IP-based communications, interoperability, or related public-safety / first-responder communications technology.
- Experience operating in SLED, federal civilian, or DoD delivery environments with the contracting and security posture those environments require.
- Demonstrated ability to translate technical complexity into operational outcomes that first-responder customers can run on.
- Comfort with 60-75% travel to customer sites, including occasional same-week travel in response to deployment escalations.
- Excellent written and verbal communication skills; capable of speaking credibly with both agency Chiefs and IT teams.
Preferred Qualifications
- Prior experience with Mutualink, Motorola Solutions, L3Harris, Tait, JPS, or similar public-safety communications platforms.
- Experience with federal Go-Kit / tactical communications deployments and FedRAMP / FISMA / CJIS-aligned delivery practices.
- PMP, PgMP, or other formal delivery / program management certification.
- Background in standing up a deployment function inside a growth-stage company.
Travel Expectations
This position is expected to include 60-75% travel in support of customer deployments, agency engagements, federal opportunities, on-site escalation response, partner engagements, and Mutualink-led customer events.
