Product Deployment and Delivery Lead

NRTC is Member Driven and Technology Focused – providing solutions that help our 1,500 electric and telephone members bring all the advantages of today’s evolving technology to rural America. NRTC’s solutions are developed specifically to meet the needs of rural utilities and their customers, and include integrated broadband, managed services, smart grid, mobile and video solutions. We are a dynamic, growing cooperative with more than 800 employees operating out of eight office locations.

Job Summary
We are seeking a Product Deployment & Delivery Lead to join a highly collaborative, fast‑paced team building technology solutions that enable members to deliver advanced services across rural America. This role owns end‑to‑end delivery execution—from project kickoff through deployment, stabilization, and post‑deployment support—working closely with PMO, Product Development, Engineering, NOC, Member Success, Sales, and other key stakeholders. Serving as the day‑to‑day delivery lead and escalation point for complex initiatives, the Product Deployment & Delivery Lead ensures member requirements are translated into clear, actionable technical work and drives continuous improvement of delivery processes to maximize adoption, NPS, and long‑term member retention.

Responsibilities

• Develop and maintain power-user level proficiency in assigned technology products, enabling confident member-facing guidance and effective issue triage

• Co-lead member onboarding with the PMO by owning the delivery approach (scope alignment, deployment plan, milestones, risks, and stakeholder communications) and ensuring a clear handoff into steady-state support

• Partner with Product Development to use AI and other methods to build scalable member enablement assets (FAQs, runbooks, guided workflows) that improve self-service and reduce avoidable escalations

• Serve as the primary delivery liaison between PMO, members, and Product Development/Engineering from initial kick-off through completion, stabilization, maintenance, and support; ensure alignment on scope, timelines, and acceptance criteria

• Lead delivery working sessions with members and internal stakeholders; facilitate decision-making, remove blockers, and drive timely resolution of issues impacting delivery milestones

• Translate member feedback and delivery findings into actionable engineering work with clear acceptance criteria, using summaries, GitHub Issues, and ManageEngine Service Desk Projects/Requests/Tasks to ensure traceability from request → delivery → outcome

• Own daily prioritization of delivery-related open items across multiple member deployments; coordinate with project manager(s) and technical leads to assign, sequence, and track work through completion

• Coordinate daily and long-range workload triage for analysts and engineers supporting deployments, escalating capacity constraints and dependency risks to leadership as needed

• Serve as an escalation point for complex delivery and post-deployment issues surfaced by Member Success, Sales, support tickets, and monitoring; coordinate resolution with engineering/PMO and ensure members receive clear status and next steps

• Establish and run an operating cadence (standups, delivery reviews, and ad-hoc deep dives) with project manager(s), analysts, engineers, and stakeholders to address delivery progress, member needs, and risks

• Communicate difficult or sensitive information tactfully; de-escalate issues when possible and escalate decisively when needed to protect member experience and delivery commitments

• Design, implement, and continuously improve repeatable delivery processes (intake, readiness, cutover, stabilization, and handoff) that streamline deployments and improve operational efficiency
• Work closely with internal stakeholders to ensure deployments meet agreed scope and acceptance criteria, are executed efficiently, and include appropriate documentation for support and member teams

• Build strong working relationships with PMO, Sales, Member Success, NOC, OpIntel, Crowd, BBS, and other teams to align delivery sequencing, member communications, and support readiness

• Measure, track, and report delivery health (deployment milestones, throughput, utilization/capacity signals, and open-issue aging) and communicate risks and remediation plans

• Partner with Member Success and Product teams to evolve post-deployment engagement mechanisms (check-ins, release communications, enablement touchpoints) that improve adoption outcomes, NPS, and churn metrics

• Other duties as assigned

Qualifications
Knowledge, Skills, and Abilities 

• Strong interpersonal, analytical, problem-solving, influencing, prioritization, decision-making, and conflict-resolution skills 

• High levels of organization and ability to balance the needs of multiple technical deployments in a dynamic environment 

• Public speaking and technical software demonstrations 
• Ability to establish operating cadences, communicate delivery status, and align stakeholders on scope, milestones, risks, and tradeoffs

• Kibana; Elastic and Logstash basics a plus 

• General telecommunications network architecture and concepts related to layers 1, 2 and 3 of the OSI model 

• High-level understanding of various broadband technologies, including: FTTx, GPON, ethernet, fixed wireless, telephony, DSL, CMTS, and power management 

• Request and Task management within ManageEngine 

• Software-as-a-Service (SaaS) delivery and operations experience

• Working knowledge of AI tools and techniques for improving member enablement, support deflection, and insight generation

Minimum Education and Experience

• 5+ years of experience in services/customer-facing technical delivery roles, managing multiple simultaneous deployments or projects in a dynamic environment
• Bachelor’s degree in information technology, management, project management, or equivalent experience; relevant certifications are a plus

Physical Demands

• Work is typically performed in a remote office setting

Disclaimer:  The above job description summary is intended to describe the general nature and level of work being performed by individuals assigned to this position.  It is not intended to be an exhaustive list of required responsibilities, duties and skills.  The order in which responsibilities, duties and skills are listed is not significant.


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