Technical Delivery Management Lead

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Job Description

Owned by Jeff Bezos, Arc Publishing (https://www.arcpublishing.com/) is a state-of-the-art digital experience platform engineered to meet the demands of enterprise brands and media and entertainment companies around the world. An integrated ecosystem of cloud-based tools, Arc helps create and distribute content, drive digital commerce, and deliver powerful multichannel experiences to both internal and external audiences. Today, Arc powers more than 1,400 sites across 23 countries, reaching over 1.5 billion unique monthly visitors.

As an increasing number of large digital publishers move their critical business processes to Arc Publishing, we are in need of experienced Delivery Leaders to help revolutionize the way we work with our customers and guide the next generation of Arc PS Technical Delivery Managers in developing their skills.

The Technical Delivery Management Lead is part of Professional Services organization and will work closely with project teams within Professional Services as well as Finance, Sales, Account Management, Platform Engineering and Product Management organizations to onboard new customers onto onto Arc's SaaS digital experience platform.

What you'll do in this role:
  • Co-own delivery, financial and resource management operations within the Professional Services organization.
  • Manage multiple teams and processes including internal and external resources in the presales, solution design, development, and delivery of client deliverables in accordance with a statement of work.
  • Mentor Technical Delivery Managers, Technical Account Managers and Sales Team in operational compliance to help reduce risk exposure during the client onboarding lifecycle.
  • Co-own the operations methodology in the Professional Services organization and continuously evolve it according to the latest industry best practices.
  • Lead multiple customer project teams, owning stakeholder relationships and ensuring customer satisfaction.
  • Directly manage 2-5 individual contributors, helping them to expand their skills and knowledge.
  • Manage risk and ensure project teams are effectively delivering without impediments and within operational compliance guidelines.
  • Own financial budgets for customer engagements on projects assigned.
  • Work closely with Technical Delivery Managers, Delivery & Product Leads and Engineering Leads to ensure projects are staffed appropriately.
  • Become a subject-matter expert on Arc products and best practices, in order to advise customers on how to best take advantage of Arc's extensive suite of tools.
  • Keep abreast with Agile/Scrum best practices and new trends in delivery management.
  • Assist in analysis and development of reporting, tools and change process necessary to effectively manage planning, forecasting, reporting, and assessing risks/opportunities for operational cost.
  • Support Financial Operations in month-end activities and month-end financial management including preparing, analyzing and reporting monthly actual results to budget plan and forecast.


The ideal candidate:
  • You are passionate about customer success.
  • You're a product nerd who wants to work with a cutting edge SaaS platform that is constantly evolving.
  • You've worked on large-scale web development projects, and have an understanding of how multiple work-streams come together to make the final product.
  • You have a natural inclination towards mentorship and the growth of others.
  • You have a passion for process and service definition and refinement.
  • You enjoy working closely with technical teams.
  • You want to collaborate with a talented and supportive team focused on delivering business value to customers.
  • You excel in a fast-paced environment where you are constantly learning and evolving.
  • You can hold the big picture in your head and drive others towards a vision while ensuring the details are being worked out.
  • You are data driven and enjoy data modeling and identifying trends and patterns that reduce risk and identify opportunities.


Required Qualifications
  • 5+ years of experience consulting with external customers on web product solutions.
  • 5+ years experience managing direct reports.
  • Experience working within an agile software development framework, with proven experience delivering solutions to customers within that framework.
  • Demonstrated experience successfully delivering projects within budget.
  • Experience with process definition and/or service offering definition.


Preferred Qualifications
  • Bachelors degree or higher.


Up to 25% travel may be required, including to international destinations.

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