Manager, Implementation & Delivery

Manager, Implementation & Delivery ABOUT AVOCA Avoca is transforming how home service companies engage with their customers. Our AI-powered conversational agents handle every high-value inbound call, including booking jobs, qualifying leads, and driving higher revenue—all at a speed and consistency unmatched by human call centers. We’ve expanded to 100 employees in under two years, backed by a high-energy, in-office culture across our NYC headquarters and Santa Barbara office. In a $500B+ market where missed calls mean lost business, we’re building the category-defining platform for AI-driven customer engagement. We’re serving the largest brands in home services, and grew 10x in 2025. With a high-performance, in-office team in NYC, we’re moving fast to capture a massive, underserved market where 85% of missed calls go to competitors. Every hire here has an immediate and visible impact. ABOUT THE ROLE As Implementation & Delivery Manager at Avoca, you'll lead the team responsible for bringing world-class software implementations to our clients. This newly created role owns post-sales delivery, with a focus on onboarding clients and implementing new products on time and to exceptional quality standards. This is a player-coach role. You'll lead by example, work directly with clients, and partner closely with TAMs, Forward-Deployed Engineers, Sales, and Product & Engineering to build a scalable delivery function. WHAT YOU’LL DO - Hire, coach, and develop your team. Be their advocate, keep them challenged, and hold a high bar for performance. - Manage workloads and resource allocation to optimize team capacity and performance while ensuring client milestones are met. - Partner with Sales to design a clean handoff process from close to kickoff, including capturing and validating client requirements early. - Work with Product and Engineering to stay current on new features and products so you can build repeatable implementation playbooks. - Design scalable approaches to onboarding across client segments, including education and training materials that help clients get to value faster. - Advocate for product improvements that matter most to implementation clients. - Build and maintain dashboards and reporting to track client health, project progress, and team performance. - Serve as the escalation point for at-risk implementations and engage directly with executives at our most strategic accounts. WHAT YOU'LL BRING - 2 to 5 years leading implementation, professional services, technical account management, or technical customer success teams at B2B software companies, plus 5+ years as an individual contributor. - Proven track record of hiring and developing individual contributors in technical, client-facing roles. - Experience driving operational change in a delivery team and showing measurable results. - Strong executive presence with the ability to build trust with client stakeholders and navigate escalations. - A collaborative approach with cross-functional teams, especially Product, Engineering, and Sales. - Clear, direct communicator who can simplify complexity for both technical and non-technical audiences. WHO YOU ARE - Self-motivated, entrepreneurial, and comfortable operating in fast-moving, high-growth environments. - Thrives on owning processes end-to-end and balancing multiple initiatives simultaneously. - Autonomous, self-directed, and comfortable working with ambiguity. - A proactive and effective communicator. - Collaborative, organized, and efficient. - Eager to work in person at our NYC or Santa Barbara office full time. WHY AVOCA At Avoca, you’ll be part of a team that’s building a category-defining company at the center of a massive market opportunity. We’re a fast-moving, collaborative team with a culture designed for builders who thrive on speed, iteration, and impact.