Manager, Delivery - Forward Deployed Squads (CXAI)
$100,000–$160,000 year
HybridBoston, Massachusetts, United States or Charlottesville, Virginia, United States
Job Summary
Lead multidisciplinary squads of Solution Architects, engineers, researchers, and designers to drive discovery, ideation, and delivery of digital innovation solutions within CX Operations. Own the POC-to-Pilot lifecycle, translating open-ended leadership or client asks into clear action plans while leveraging existing internal AI suites or third-party partners. Partner with CX Operations and program leadership to align on initiatives, track metrics, and ensure squads focus on scalable, measurable outcomes. Create and communicate holistic project plans and weekly status reports to engineering, product, marketing, and C-level executives. Engage directly with clients to manage account details, scope, and relationships, applying adaptive project management frameworks to changing environments. Maintain a hybrid in-office presence 2-3 days weekly, with locations in Charlottesville, Columbus, Boston, or Durham. Travel approximately 10% annually.
Required Qualifications
- 7+ years of experience in the software development industry as a Project Manager, Product Manager, Product Owner, Team Lead, or Scrum Master in a client services business
- Experience leading Fortune 500 custom software development projects, from discovery through UX design, implementation, and deployment
- Demonstrated empathy, experience, and confidence in managing software projects with complex scope and with multiple external/client executive stakeholders
- An experienced technical problem solver who can adeptly figure out how to address and communicate technical or process issues between systems (e.g., API issues vs. client-side, bug management issues, etc.)
- Expert communicator who regularly runs workshops and structured meetings to align client stakeholder groups on enterprise business goals
- A blend of business, user experience, and software project management acumen, with a mindset of motivating clients and 3rd party counterparts to be collaborative partners
- Experience managing projects in which you mentor other product, development, design, and testing team members
- Comfortable operating with ambiguity, driving digital transformation with AI in the absence of concrete SOWs or fully-defined product requirements — and able to build that same comfort in the squad you lead
- Professional or personal experience utilizing AI tools
- Client travel as needed ~10% travel annually
Desired Qualifications
- CX (Customer Experience) domain experience
- AI transformation and innovation experience
- Professional experience as a Project or Product Manager and Scrum Master from a major technology consultancy or agency
- Participated in Agile transformation or application of Agile methodology (Scrum, Kanban, etc.) on software development projects
- Certifications such as CSM, CSPO, PMP, SA, SPC, etc.
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