Delivery Manager

Role overview A pioneering AI tools provider serving frontline social-sector organizations is hiring a Delivery Manager to anchor its US Customer Adoption and Support function. This dual-impact position blends hands-on, empathetic training with day-to-day user support, helping public-service teams embed AI into their regular workflows. As one of the first hires in this function, the role combines high autonomy with the chance to build the playbook that defines how the organization scales enablement across the country.

Responsibilities - Lead onboarding sessions for new partner organizations, delivering engaging virtual and in-person training that reinforces long-term adoption - Travel to customer sites across the US, sometimes on short notice, to provide hands-on support and reinforce real usage over time - Respond to user queries across email, chat, phone, and video, troubleshooting calmly and escalating complex bugs with full context for engineering - Spot recurring patterns in support tickets, flag root causes, and share structured frontline feedback with Product, Engineering, and Customer Success - Design self-serve resources, tutorials, and help-centre content such as guides and FAQs - Refine support processes as the team scales and help define what excellent Customer Adoption and Support looks like in the US

Requirements - Empathetic, patient communicator who can break down new AI technology into simple, respectful steps for non-technical users - Strong written and verbal communication skills with the ability to build trust and rapport quickly - Comfort balancing a live support queue, training delivery, and travel logistics without losing focus - Proactive mindset that looks for trends, digs into root causes, and thinks preventatively rather than just closing tickets - Comfort with ambiguity and excitement about shaping a function from the ground up rather than following an existing playbook - Hands-on experience with support ticketing platforms such as Zendesk or similar tools

Nice to have - Background supporting social workers, clinicians, or similar frontline US organizations - A flair for design and creating training materials, for example through tools like Canva - Experience in early-stage or high-growth startup environments