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Director of Platform Delivery and Implementation

Ushur

Ushur

Santa Clara, CA, USA
Posted on Thursday, May 23, 2024
Description
Ushur is transforming the way enterprises communicate and engage with customers. Fueled by consumer’s self-service demands, enterprises are modernizing customer engagement and experience models. Ushur is fast becoming the platform of choice for Customer Experience Automation™, enabling these enterprises to leapfrog their digital native counterparts and deliver delightful customer and employee experiences. With cutting-edge Conversational AI, Machine Learning and Intelligent Process Automation technologies, Ushur has enabled Fortune 100 enterprises including some of the world’s most well known brands in healthcare, insurance, banking and financial services sectors to automate their customer engagement. Cloud-native, 100% no-code and purely workflow-driven, Ushur empowers citizen developers within business operations teams to build AI-powered, fully-automated and omni-channel experience to digitally transform customer journeys end-to-end.
About the Role
As the Director of Platform Delivery and Implementation, you will lead a team responsible for the seamless planning and delivery of implementation services and integration of our platform solutions for our clients. In this critical leadership role, you will collaborate closely with executive stakeholders, project managers, and technical teams to drive the successful implementation of our platforms, ensuring alignment with client requirements and business objectives. Your focus will be on overseeing the entire implementation process, from initial planning to post-deployment support, while fostering a culture of excellence, innovation, and client satisfaction within the delivery and implementation team.

Responsibilities

  • Develop and execute a comprehensive playbook for platform delivery and implementation, aligning with the company's overall objectives and client needs.
  • Serve as the primary executive-level contact for key clients, establishing strong relationships and ensuring a deep understanding of their strategic goals and challenges.
  • Collaborate with clients and internal teams to design tailored platform solutions that meet client requirements and drive business value.
  • Recruit, manage and mentor a team of delivery and implementation specialists, providing guidance, support, and professional development opportunities to maximize team performance and satisfaction.
  • Oversee the entire implementation lifecycle, from project initiation and planning to execution, monitoring, and closure, ensuring projects are delivered on time, within budget, and with high quality.
  • Identify and mitigate project risks, proactively addressing issues and obstacles to ensure smooth project execution and client satisfaction.
  • Drive continuous improvement initiatives to optimize delivery processes, enhance platform capabilities, and elevate the overall client experience.
  • Collaborate closely with cross-functional teams, including sales, product development, and customer support, to ensure seamless coordination and alignment throughout the client lifecycle.
  • Establish and enforce quality assurance standards and best practices to uphold the integrity and reliability of platform implementations, driving customer confidence and loyalty.
  • Manage delivery engagements with partners and System Integrators
  • Define and track key performance indicators (KPIs) to evaluate the effectiveness of platform delivery and implementation efforts, leveraging data insights to drive informed decision-making and process improvements.
  • Build and launch a set of services offerings that are outcome based and address our clients needs and optimize their use and adoption of our platform.
  • Create a system of discipline and alignment that nurtures a strong Ushur community.
  • Ensure operational excellence and adherence to regulatory compliance, especially in highly regulated industries like healthcare and finance.

Requirements

  • Bachelor's degree in Computer Science, Business Administration, or related field; Master's degree preferred.
  • Extensive experience in senior leadership roles overseeing platform delivery, implementation, and client services.
  • Proven track record of successfully delivering complex platform solutions to enterprise clients, with a strong focus on customer satisfaction and business outcomes.
  • Deep understanding of platform technologies, software development methodologies, and industry best practices.
  • Exceptional leadership and team management skills, with the ability to inspire, motivate, and empower teams to achieve their full potential.
  • Strong communication and stakeholder management abilities, with the capacity to effectively engage and influence executive-level clients and internal stakeholders.
  • Strategic thinking and problem-solving skills, with a focus on driving innovation, efficiency, and continuous improvement within the delivery and implementation function.
  • Results-oriented mindset with a commitment to delivering superior outcomes and exceeding client expectations.
  • Experience in managing Forward Deployment Engineering teams would be a plus
  • Experience in management consulting or consulting services would be a plus
  • Experience of managing remote teams and offshore teams is required.
Benefits
Great Company Culture. We pride ourselves on having a values-based culture that is welcoming, intentional, and respectful. Our internal NPS of over 65 speaks for itself - employees recommend Ushur as a great place to work!
Bring your whole self to work. We are focused on building a diverse culture, with innovative ideas where you and your ideas are valued. We are a start-up and know that every person has a significant impact!
Rest and Relaxation. Unlimited PTO, wellness days, paid holidays, and more!
Health Benefits. Comprehensive health, dental, and vision. We offer a variety of plans to meet the needs of you and your loved ones.
We care about your Future. Access to 401(k) so you can contribute and generous stock options.
Keep learning. One of our core values is Growth Mindset - we believe in lifelong learning. Whether you are a previous student, or currently enrolled in higher education, we can help cover some of those expenses and support your ongoing development and career growth.
Flexible Work. In-office, work-from-home, or hybrid, depending on position and location. We seek to create an environment for all of our employees where they can thrive in both their professional and personal lives.