Manager, Technical Delivery

📋 Description

• • As the Manager, Technical Delivery at Clutch Technologies, Inc., you will be at the forefront of our mission to revolutionize the credit union industry through cutting-edge SaaS solutions. This pivotal role involves leading a dedicated team of customer-facing technical professionals, empowering them to design, build, and implement high-quality SaaS solutions that directly address the unique needs of our Credit Union clients. You will be instrumental in ensuring that every technical solution not only meets but exceeds customer requirements, seamlessly integrates with our robust platform capabilities, and adheres to the highest delivery best practices. Your leadership will be crucial in fostering a culture of operational excellence, enabling scalable, predictable, and successful service execution for our growing client base.
• • This position demands a unique blend of deep technical acumen, exceptional people leadership, proven customer-facing experience, and an unwavering commitment to operational excellence. You will be the linchpin connecting our innovative technology with the tangible success of our Credit Union partners, driving their ability to offer affordable lending solutions and enhance member financial well-being.
• • Within your first 90 days, you will immerse yourself in the Clutch Product suite, developing a comprehensive understanding of its functionalities and gaining proficiency in troubleshooting common platform issues. You will immediately assume ownership of your team and their entire project portfolio, proactively identifying and mitigating risks, and diligently unblocking Implementation Engineers to ensure project momentum. A core responsibility will be to guarantee the on-time, on-scope, and on-budget delivery of all customer implementations and service projects, driving consistency and upholding quality standards across even the most complex, multi-workstream SaaS implementations.
• • By the six-month mark, you will be recognized as a key escalation point for intricate technical challenges and project complexities that arise during implementations. You will forge strong partnerships with Services leadership to accurately forecast demand, meticulously optimize resource utilization, and actively contribute to strategic hiring and staffing initiatives. Your role will encompass comprehensive capacity planning, ensuring skills alignment within the team, and generating insightful utilization reports. Furthermore, you will collaborate closely with Services leadership and Enablement teams to continuously refine and enhance our technical documentation and delivery processes, fostering a cycle of ongoing improvement.
• • Within your first nine months, you will take the lead in defining and rigorously tracking Key Performance Indicators (KPIs) for your team, providing clear visibility into performance metrics and identifying strategic areas for growth and development. You will act as a trusted advisor to the Product team, channeling valuable customer feedback to inform product strategy and roadmap development. You will be responsible for delivering clear, executive-level reports that encapsulate resource forecasting, overall portfolio performance, and emerging trends. Ultimately, you will oversee a consistently high-performing delivery motion characterized by minimal escalation risk and a highly engaged, motivated team.
• • This role is integral to Clutch's rapid growth and our ambition to establish a world-class technical delivery motion. You will play a key part in scaling our systems, tools, and methodologies to meet the increasing demands of our expanding client base. Your leadership will directly impact our ability to empower Credit Unions to become leading FinTech lenders, leveraging their balance sheets to responsibly serve millions of Americans and fundamentally enhance member financial well-being.
• • You will champion a culture of continuous learning and innovation, encouraging your team to explore and leverage AI tools to amplify impact, productivity, and innovation within their daily work. While we encourage AI use once in the role, we value authentic problem-solving and communication during the interview process, allowing us to understand your unique thought processes and capabilities.
• • This is an opportunity to make a significant impact in a company that is not only growing rapidly but is also deeply committed to its mission of improving financial lives. You will lead a talented team, drive critical customer success, and contribute to the strategic direction of a company backed by leading venture capital firms.