Product Deployment and Delivery Lead

NRTC

6d•Remote

About The Position

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.

Requirements

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
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

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