Your role in helping us achieve our mission As a Delivery Lead, you will be responsible for coordinating the internal delivery of all partner-specific solutions and commitments, ensuring timelines, scope, and quality expectations are met. While Customer Success remains the primary point of contact with the partner, you will join partner conversations where appropriate and will project manage all internal deliverables across multiple cross-functional teams. You will work closely with teams across Products, Operations, and Customer Success to align resources, monitor progress, and track resolution of deliverables. In addition, you will manage issue triage and communication via the service desk, ensuring partner-reported concerns are managed efficiently through the right internal channels. Please note: this role requires the candidate to be located in the United States and work across U.S. time zones. Responsibilities:
- End-to-End Project Leadership: Drive the internal delivery of partner-specific initiatives across multiple teams, establishing and managing project plans, workstream trackers, and timelines using Agile/Waterfall methodologies to ensure on-time execution.
- Cross-Functional Orchestration: Lead alignment and resolve roadblocks across Product, Operations, and Customer Success, serving as the central coordinator to ensure alignment of expectations, clear ownership and priorities for all deliverables.
- Stakeholder & Partner Communication: Participate in partner communications when needed to provide transparent updates on progress, risks, and dependencies. Represent internal delivery plans directly to partners and translate their goals into actionable tasks for technical teams.
- Requirements Translation & Product Alignment: Collaborate directly with Product Management to translate partner requirements into clearly scoped technical tasks, influencing prioritization and ensuring partner feedback is integrated into the product roadmap.
- Process Optimization & Issue Resolution: Champion continuous improvement by identifying workflow inefficiencies, optimizing processes, and managing the resolution of partner-reported issues to enhance delivery quality and speed.
- Service desk: Monitor partner-reported issues via the service desk, ensuring timely routing to the right teams and driving resolution.
Qualifications:
- Must be located in the United States and authorized to work without sponsorship.
- 3-6 years of experience in project management, ideally in a partner- or customer-serving environment, including cross-functional projects and complex project timelines.
- Ability to understand and convey complex technical information, such as project IT requirements, technical details of customer complaints, information security requirements, explain planned solutions to technical issues etc.
- Excellent collaboration and stakeholder communication skills.
- Proficiency with project management tools (e.g., Jira, Asana, Monday.com) and ticketing platforms (e.g., Zendesk, Freshdesk).
- Strong organizational skills and attention to detail, with the ability to juggle multiple projects.
- Bachelor's degree required; PMP, Scrum Master, or Agile certification a plus.
- Experience in digital health, healthcare technology, or life sciences preferred.
Bonus:
- Familiarity with prescription digital therapeutics (DTx) or regulated digital health solutions.
- Experience working in or supporting Customer Success or Account Management teams.
- Knowledge of compliance and SLA frameworks in partner delivery environments.
Our Culture:
- Inclusion, belonging, flexibility, and growth are core to how we work.
- Everyone is encouraged to become the best version of themselves.
- Feeling valued and fulfilled at work should be the norm.
- Challenges are opportunities - both personal and professional growth are part of the journey.
- A healthy work-life balance is essential, not just a nice-to-have.
- Empathy and social sensitivity are qualities we actively look for in our team members.
- Diverse teams simply perform better - and we build with that in mind.
- We believe in getting to know each other on a personal level.
- Our goal is to make a meaningful, positive impact on the lives of others.
Benefits: 401k match, health insurance, generous PTO, top technology, flexible working hours, access to Sidekick health programs, and more!