Delivery Manager, WordPress VIP Professional Services

WordPress VIP is the world’s leading enterprise content management platform. We help the world’s largest companies (including Meta, Salesforce, and Disney) create innovative digital experiences with WordPress.

Professional Services Delivery Managers are accountable for customer magic in the form of measurable outcomes. They work with customers and their partners to ensure that every service engagement meaningfully advances their technical and business objectives. 

As a Delivery Manager, your superpower is the ability to help customers solve for actual (as opposed to imagined or desired) reality across their code, architecture, and business while sustaining our openness to the wisdom that every customer and partner brings to VIP and the web. A Delivery Manager’s secret aim, however, is to do all of this in surprisingly delightful and genuine ways. In everything that they do, they attempt to deliver a bit more impact and success than expected.

Responsibilities:

• Engagement Delivery and Customer Management
  • Ensure that Professional Services engagements exceed customer expectations and deliver an obvious and measurable impact that both technical and business stakeholders value.
  • Independently solve complex and diverse problems in customer code and architecture.
  • Communicate identified problems clearly and positively to customer stakeholders in writing and out loud, sometimes live.
  • Act sensitively to relationships between customers, vendors, and account teams.
  • Escalate feedback and risks to Platform, Product, Support, and Accounts.
  • Produce high-quality deliverables and artifacts that highlight measurable outcomes and qualitative impact. 
  • Display genuine curiosity and interest in customers and their code, architectures, goals, and tendencies. 
  • Deliver consistently and make rapid and sound decisions, sometimes under pressure or to a deadline, sometimes with limited information.
  • Participate in live discovery, technical, and business-focused customer calls.
  • Deeply learn our delivery tools and methods.
    
    
• Project Management
• Keep stakeholders informed of progress, risks, and potential delays.
• Effectively manage customer expectations and engagement scope.
• Ensure delivery partners contribute quality work within deadlines.
• Proactively identify, flag, and mitigate risks to successful delivery.
• Maintain up-to-date delivery information in Rocketlane.
• Where applicable, build strong vendor partnerships.
• Manage a service delivery schedule and prospect list.

• Subject Matter Expertise & Cross-Team Work
• Over time, develop the intuition and experience to work expertly across at least three service offerings.
• Deeply understand the services’ technical and business details.
• Credibly represent one or more services to the rest of VIP, a8c, and external leadership.
• Answer questions from sales, relationship, and expansion staff about the suitability of services to various customer scenarios.
• Participate in pre-sales and solutions calls with prospective and current customers.
• Build and maintain partnerships across VIP, particularly with account and public sector staff, to ensure services are deployed where and when needed most, emphasizing our most important, high-value customers.
• Participate in marketing case studies and other public-facing activities.
  
  
• Continuous Improvement & Reporting
• Assess services performance with respect to customer outcomes, retention, expansion impact, and team delivery/revenue impact.
• Participate in revenue and delivery forecasting and assist with internal revenue reporting. 
• Adjust and refine services over time. 
• Run retrospectives. 

Requirements: 

• Autonomy and judgment: You can make important, reasoned decisions, sometimes alone. Very smart folks are often at hand to help, but not infrequently, you’ll need to make mostly independent customer- or business-impacting decisions under suboptimal or rapidly changing circumstances.
• Precision and clarity: When making important decisions, you’re prepared to succinctly explain your reasons for doing so, and often do just that in front of customers, partners, and internal audiences. You have excellent written English skills and can effectively communicate with customers and colleagues, sometimes under stressful circumstances. You can communicate technical information to an audience that may otherwise be unfamiliar. Communication is our oxygen and the basis of everything we do. You’re an effective listener and successful at responding to what you hear. Sometimes, you extend your respons