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 responses to the intuited ideas or questions behind what you’ve heard. You quickly admit when you do not know something.

• Systems thinking: Driven by systemizing everything. Though the magic we deliver may seem bespoke, you’re effective at creating and/or upholding the method, schedule, decision tree, or metric behind it. Experienced in updating technical specifications continuously in response to real-world scenarios and changes.

• Interest in customers: We are not always passionate about the same things our customers are, but we are always interested in what they do and how they do it—interested in their code, their architectures, their goals/constraints, and their tendencies. You know that genuine curiosity and interest cannot be simulated, so you strive to remain curious at all times.

• Ability to make actual things: Proficient in building processes and deliverables that real customers use. You’ll work with designers, partners, and engineers to build great customer artifacts and experiences. You know when to roll up your sleeves and when you might be over your head. You have a proven track record of shipping on time and managing expectations.

• Flexibility and joy: Sometimes, things change quickly, even when we’d rather they not. You’re not unsettled by the possibility of rapid, unexpected, and even uncomfortable change and are experienced responding to such scenarios. However, there is little point in undertaking any journey if we are not willing to enjoy the ride. You find delight in the process and have a proven track record of navigating uncharted territory.

• Deep architectural experience: Strong knowledge of system and application architectures, with a deep understanding and interest in technology and architecture in general. Proficient in software engineering practices and well-versed in designing, analyzing, and implementing large-scale architectures. Experienced in creating and interpreting architectural diagrams and documentation. Equally comfortable holding in-depth architectural discussions with business and technical stakeholders alike.

Salary range: $100,000 - $160,000 USD. Please note that salary ranges are global, regardless of location, and we pay in local currency.

This isn’t your typical work-from-home job—we are a fully-remote company with an open vacation policy. Read more about our compensation philosophy. To see a full list of benefits by country, consult our Benefits Page. And check out these links to learn more about How We Hire and What We Expect from Ourselves.