Manager, AI Deployment

About Us Observe.AI is the AI Agents platform for customer experience, designed to help organizations deliver faster, smarter, and more efficient customer service at scale. The platform enables businesses to deploy specialized AI Agents that autonomously execute work across the full CX lifecycle—from handling customer conversations to supporting frontline teams and optimizing operations. Each AI Agent is purpose-built for a specific role, equipped to understand context, make decisions, take action, and continuously improve outcomes. This allows organizations to increase resolution speed, elevate service quality, and reduce operational costs while empowering your frontline team to focus on higher-value work. Built on a CX-native foundation, Observe.AI helps leading brands like DoorDash, Affordable Care, Signify Health, and Verida improve customer satisfaction, boost agent productivity, and deliver consistent, scalable performance across every customer interaction. Why Join Us Lead a team of builders dedicated to accelerating time-to-value for our customers. As the Manager of the AI Deployment Team, you will manage the resource allocation and professional velocity of the deployment team, shaping implementation standards for high-performance delivery. In this role, you will transition from individual execution to strategic oversight, leading a team of high-performing Deployment Managers who own complex, enterprise-scale deployments of Observe.AI’s platform. This role operates at the intersection of team leadership, AI innovation, enterprise transformation, and operational excellence, helping our customers adopt and scale Conversational AI to drive automation, efficiency, and exceptional customer experiences. What You’ll Be Doing Team Leadership & Coaching: Manage, coach, and hold the AI Deployment team accountable for performance, growth, and professional velocity. Portfolio Oversight: Oversee a portfolio of customer program teams through multi-phase implementations—ensuring consistent, high-quality service delivery, technical execution, and project timeline adherence. Process & Standards Excellence: Ensure the team follows strict delivery standards, contributes to operational improvements, and efficiently scales customer onboarding processes. Delivery & ROI Tracking: Track team performance, overall customer adoption metrics, and core implementation KPIs to set up customers for long-term platform success. Cross-Functional Collaboration: Partner with Sales, Product, and Engineering leaders to optimize service delivery frameworks, refine product feedback loops, and seamlessly resolve high-level customer escalations. Strategic Support: Guide your team through technical roadmaps and dependencies, and provide executive-level support during customer discovery sessions and solution design workshops. What You'll Bring To The Role Experience: 8+ years leading complex SaaS or AI implementations, specifically managing multi-stakeholder enterprise deployments, with a proven track record of previous team leadership experience. People Management: Direct experience managing, coaching, and scaling implementation or deployment teams in a high-growth technology environment. Program & Process Architecture: A proven track record of managing implementation portfolios and continuously optimizing and scaling customer onboarding processes. Expert Organization: Expert-level organizational, resource allocation, and time management skills with an analytical, problem-solving mindset. Domain Expertise: Deep understanding of contact center operations, KPIs, and ROI stories (e.g., speech analytics, quality management, or AI-driven CX platforms). Executive Presence: Demonstrated ability to coordinate with cross-functional leaders, navigate ambiguity, set clear internal and external expectations, and professionally manage critical escalations. Why You’ll Love It Here Competitive compensation including equity: Market-aligned base pay, performance incentives, and…