Senior Vice President, Global Delivery & Customer Engineering

Job Description

Job Description

Life at Plume

At Plume, we believe that technology isn't about moving faster, it's about making life's moments better. Which is why we've built the world's first, and only, open and hardware-independent service delivery platform for smart homes, small businesses, enterprises, and beyond. Our SaaS platform uses WiFi, advanced AI, and machine learning to create the future of connected spaces—and human experiences—at massive scale.

We now deliver services to over 60 million locations globally and have managed over 3 billion devices on our platform. We're expanding rapidly, pioneering a new category, and we achieved our Series F funding in just four years. Our customers include many of the world's largest Internet Service Providers (ISPs) who look to Plume to help them evolve their smart home offerings while gleaning insights from their own data.

With a bias for action and a love for being trailblazers, the team at Plume embodies a combination of relentless curiosity and imaginative innovation. We challenge ourselves to think in ways that other companies don't, work to do what should be done (rather than what can), and if we can't do it exceptionally well, we don't do it. It's how we've assembled a team of world-class builders, thinkers, and doers. And it's how we're reinventing what's possible every day.

Role Summary:
The SVP of Global Delivery & Customer Engineering is responsible for leading the company's global customer-facing technical organization, including Pre-Sales Engineering, Solutions Architecture, Customer Project Delivery, and Customer Account Engineering.
This executive will oversee the successful evaluation, design, deployment, integration, and operation of the company's solutions across Tier 1 and Tier 2 Internet Service Providers globally.

The role serves as the primary technical counterpart to Sales, Customer Success, Product Management, Engineering, and Operations, ensuring delivery excellence, deployment success, and operational readiness across all customer engagements.
This role does not own Customer Success functions such as adoption, customer health, renewals, retention, or expansion. Instead, it partners closely with Customer Success leadership to ensure customers receive exceptional technical engagement, delivery, and support throughout the customer lifecycle.

Key Responsibilities:
Delivery Leadership

• Lead the global Delivery and Customer Engineering organization.
• Define delivery strategy, governance, processes, and operating models.
• Build and scale a high-performing global team.

Pre-Sales & Solutions Architecture

• Lead Pre-Sales Engineering and Solutions Architecture teams.
• Support strategic customer opportunities, technical workshops, and solution design.
• Ensure scalable and supportable customer solutions.

Customer Delivery

• Own deployment governance and implementation execution.
• Drive on-time, high-quality customer deployments.
• Manage delivery risk, escalations, and operational readiness.

Customer Account Engineering

• Lead technical account engineering and escalation management.
• Provide executive oversight for strategic customer programs.
• Ensure alignment between customer requirements and engineering priorities.

Cross-Functional Leadership

• Partner with Sales, Customer Success, Product, Engineering, and Operations.
• Influence roadmap priorities based on customer and market requirements.
• Align delivery commitments with product readiness and engineering capacity.

Qualifications:

• 15+ years of leadership experience in telecommunications, broadband, networking, cloud software, or SaaS.
• Proven experience supporting Tier 1 and Tier 2 Service Providers.
• Experience leading global Pre-Sales, Solutions Architecture, Professional Services, Delivery, or Customer Engineering organizations.
• Strong knowledge of broadband, Wi-Fi, cloud platforms, OSS/BSS, and service provider operations.
• Demonstrated success building and scaling global technical teams.

Success Measures

• On-time delivery performance
• Deployment quality and operational readiness
• Technical escalation resolution
• Delivery efficiency and resource utilization
• Strategic program execution
• Team engagement and organizational growth

Organization Scope

• Pre-Sales Engineering
• Solutions Architecture
• Customer Project Delivery
• Program & Project Management
• Customer Account Engineering
• Technical Escalation Management

About Plume

As the creator of the only open, hardware-independent, cloud-controlled experience platform for ISPs and their subscribers, Plume partners with over 400 ISP customers, including some of the world's largest such as Comcast, Charter, Liberty Global, and J:COM.

Using OpenSync, the most widely supported open-source, silicon-to-cloud framework for smart spaces, Plume's software-defined network allows ISPs to decouple their service offerings from hardware and rapidly curate and deliver new services over a multi-vendor, open-platform architecture.

Plume is an equal opportunity workplace that maintains a continuing policy of nondiscrimination in all employment practices and decisions, ensuring equal employment opportunities for all qualified individuals without regard to race, color, creed, religion, sex, national origin, age, physical or mental disability, sexual orientation, gender identity, marital status, pregnancy, childbirth or related individual conditions, medical conditions (as defined by state law), military or veteran status, or any other characteristic protected by federal, state or local law.