Director of Delivery Operations at NLX

About NLX

NLX is a startup building a conversational AI technology platform that we believe will be part of a suite of technologies that will change the way the world does business and represents the crest of another wave of innovation akin to the advent of HTML, Web 2.0, the social web, and mobile computing. We are a remote-first team headquartered in NYC with team members across North America and Europe. We value excellence, authenticity, transparency, attention to detail, and collaboration.

We strive to create a team where people are comfortable iterating, asking for help, showing what they tried when they get stuck, and are able to help build their teammates up. We often get to do things that have never been done before and that means we have to be comfortable in the unfamiliar and are able to avoid getting stuck in the details or being too proud to ask for feedback before our code is perfect. We value transparency, communication, and community. We reward cooperation over competition.

At NLX, our Delivery Teams are dedicated to delivering exceptional service experiences that enable our customers and partners to achieve transformative success with conversational AI solutions. By seamlessly integrating third-party solutions, managing resources, and collaborating across stakeholders, we ensure every project meets its goals with precision and impact.

Our Values:

• Customer Success: Deliver meaningful outcomes by understanding customer objectives and implementing tailored solutions that maximize the value of the NLX platform.
• Platform Adoption: Drive adoption by enabling customers and partners to leverage the full suite of NLX capabilities, empowering them to innovate and optimize their operations.
• Third-Party Collaboration: Manage relationships with third-party vendors, solution integrators, and external contacts to ensure seamless delivery of projects and solutions.
• Seamless Integration: Oversee the design and deployment of integrated solutions, ensuring they align with customer needs and elevate their experiences.
• Resource Management: Balance internal and external resources to optimize capacity, utilization, and delivery efficiency. Proactively manage the cost-benefit dynamics of each project to ensure scalable, high-impact outcomes.
• Enablement and Oversight: Equip partners with the training, tools, and guidance they need to scale delivery effectively, while maintaining high standards of excellence.

Our Delivery Teams act as the bridge between NLX, our customers, and external stakeholders, ensuring cohesive project execution. By aligning the right resources—whether internal or external—with the right strategies, we help our customers and partners achieve their goals with minimal friction and maximum results.

As we grow, our Delivery Teams will continue to prioritize seamless integration, scalable solutions, and effective resource management, ensuring we deliver exceptional results at every level. This commitment to collaboration and success drives NLX’s mission to transform customer engagement through cutting-edge conversational AI.

Key Responsibilities

• Line management of Customer Success Manager and Solution Engineer populations. For the avoidance of doubt, the primary responsibility of this role is to make our customer facing deployment resources successful in their mission to provide the best customer experience that the NLX platform is capable of delivering. Our path to revenue growth is through happy successful customers. As the direct manager of these resources, the training, counsel to, and leadership of these resources is your primary concern.
• Capacity Planning for CSM and Solution Engineer Engagement
  1. Weekly tracking of resource utilization and work requirements against billing customers and NLX platform deployment errata. Principally a mechanism for load requirements of customer success and down market support. Alignment with selling motion to ensure timely execution of customer adoption of the NLX platform.
  2. For our Enterprise class customers , access to a fractional CSM and either a fractional or fully staffed Solution Engineer, is planned as a contractual entitlement with the expectation of increasing platform usage and facilitating continuous experience improvement.
• Ownership and oversight of compliance with the Operational runbook
  1. Fine tuning our onboarding process and contractual commitments of service to customers in partnership with the sales process.
  2. Organic management, including training of CSMs and SEs, of the best practices and compulsory behavior components of the customer onboarding and support process.
  3. Risk management of the commitments we make to customers with regard to cost, expertise, resource availability, and project timelines.
• Quality Control
  1. Measuring expected results: .
     1. Performance of our teams
        1. Quality of the work of the CSM/SEs
           1. OQ: How do we measure creativity?
           2. Efficiency vs Effectiveness
           3. Results vs Activity
           4. NPS/NSAT/NRR$
     2. Quality of the work of Pass-through Partners
        1. Accreditation
        2. Efficiency vs Effectiveness
        3. Relationship performance metrics (how well are we working together, our confidence in them)
        4. Feedback loops
     3. Performance of the Platform against the customer’s desired experience and outcome.
        1. Lessons learned/Product feature requests/documentation
        2. Feedback loop on open issue tracking
     4. Ownership of the support ticketing system and escalation feedback loop
• Interface with Partner Delivery
  1. Accreditation
     1. Collaboration with M Butler. C Bollich
     2. Establishing the standards and heartbeat communications mechanisms governing our performance with partners in the aggregate and at the deal level regarding interface with our CSMs and SEs.
  2. Teaming structure with our CSM/SEs
  3. Macro lessons learned and communicated across partners. Ie not learning the same lessons multiple times
  4. Profitability - Collaboration with FCTO teams.
     1. Pass through rate/subsidy contribution capture. Alignment with target.

Foundationally, this role will evolve from making sure we have the right bodies available and skills assigned, to oversight of our partner execution channel. At this stage of our development, we expect that we have a high fidelity, high frequency, feedback loop with our tentpole customers and partners alike. As our partner channel gains competency and self-sufficiency, we will still desire to have an oversight heartbeat with our customers as a means of both harvesting the data stream for PLG, as well as fine turning our GTM.

Required Qualifications

• Bachelor's degree in Business Administration, Computer Science, Information Technology, or related field
• 8+ years of experience in customer success, professional services, or delivery operations, with at least 5 years in leadership roles
• Proven track record of managing customer-facing teams, particularly CSMs and Solution Engineers
• Experience in resource capacity planning and utilization optimization
• Strong understanding of SaaS operational models and customer success metrics (NPS, NSAT, NRR)
• Experience developing and implementing operational runbooks and standardized proces
• Demonstrated ability to build and maintain partner relationships and delivery channels
• Proficiency in analyzing performance metrics and implementing quality control measures
• Experience with support ticketing systems and escalation management
• Excellent communication skills with the ability to interface effectively with internal teams, customers, and externally

Preferred Qualifications

• Master's degree in Business Administration, Technology Management, or related disciplineExperience in conversational AI, CX technologies, or enterprise software industry.
• Background in managing both direct and partner delivery channelsKnowledge of professional services financial management, including pass-through rates and profitability metrics.
• Certification in project management methodologies (PMP, Agile, Scrum)Experience implementing and refining customer onboarding processes.
• Strong understanding of enterprise-level contractual service commitmentsTrack record of scaling delivery operations in a high-growth environmentExperience with PLG (Product-Led Growth) strategies and customer feedback loops.
• Proven ability to balance customer satisfaction with business profitability objectives.
• This role requires a strategic thinker who can balance operational excellence with customer success, while effectively managing and developing a team of customer-facing professionals.
• The ideal candidate will thrive in a dynamic environment and contribute to NLX's mission of transforming customer engagement through cutting-edge conversational AI.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time.