Head of Tech Delivery - REMOTE

Title: Delivery Manager
Reports to: Head of Professional Services
Location: Remote in the USA (East and Central time zones)

Founded on the principle of democratizing access, first to music in 1999, now to expertise in the AI era, Napster has consistently remained at the forefront of technological shifts that empower users. Today, the company builds embodied, multimodal AI agents that engage employees and customers where they already work: through video presence, voice, and text. Designed to work alongside people rather than replace them, Napster’s agents carry institutional knowledge into every interaction, elevating the user’s experience and improving business outcomes. The Delivery / Engagement Manager is responsible for turning a signed Statement of Work into a successfully delivered AI agent solution, on time, on budget, and to the scope that was agreed. Reporting to the Head of Professional Services, this role is the clients primary point of contact throughout the build, and the internal orchestrator who keeps engineers, timeline, and client expectations aligned.
This is a highly hands-on project management role, not a hands-on-keyboard technical one. The Delivery Manager is accountable for delivery feasibility, while Solutions Engineering retains accountability for technical feasibility and solution architecture. The successful candidate reviews and approves the SoW before it reaches this stage, translates it into an execution plan, and then project-manages Forward Deployed Engineers through sprint delivery, testing, and go-live: resolving ambiguity, managing risk, and protecting scope without needing to write the code themselves.
Together with the Head of Professional Services, Solutions Engineering, and the Forward Deployed Engineering team, this role ensures every engagement is delivered predictably, and handed off cleanly to Customer Success / Account Management once stabilized.

Review and approve the Statement of Work before it is sent to the client by validating effort estimates, staffing needs, and delivery feasibility, while deferring to Solutions Engineering for technical feasibility and architecture validation. Receive the formal Sales-to-Delivery handoff from Sales and Solutions Engineering, confirming there are no gaps before build begins.
Translate the signed SoW into a concrete execution plan: sprint/milestone structure, resourcing, and a client communication cadence.
Delivery Project Management
Project-manage Forward Deployed Engineers through build, testing, and deployment, tracking progress against the plan and unblocking risks before they become delays.
Run the formal change-order process for any mid-build scope changes, rather than letting scope shift informally.
Coordinate UAT and go-live readiness, ensuring the client signs off against the acceptance criteria defined in the SoW.
Manage the stabilization window post-launch and execute a clean, documented handoff to Customer Success / Account Management.
Feed lessons learned and delivery patterns back to Solutions Engineering and Professional Services leadership to improve future scoping accuracy.

5+ years in Delivery Management, Engagement Management, Technical Project Management, or Professional Services within enterprise software or SaaS.

• Proven track record delivering technical projects on time and on budget, ideally involving AI, integrations, or custom software implementation.
• Strong client-facing communication skills and able to manage expectations and deliver difficult updates professionally.
• Experience managing engineering teams or technical contractors through a structured delivery process (sprints, milestones, change control).
• Success is measured by predictable, well-run delivery across the engagement portfolio:

On-time and on-budget delivery rate: either alone is not sufficient.
Clean, documented stabilization handoff to Customer Success / Account Management, on schedule.
Paid Time-Off: Flexible vacation time and 10 company holidays.
Health Plans: Robust medical, dental, and vision plans for you and your dependents. Disability, life insurance, and FSA benefits are also available.
Wellness: Access to Teladoc and an EAP.
Retirement Savings: Enjoy competitive compensation, equity opportunities, and comprehensive benefits.
We’re looking for more forward-thinking, collaborative people to be part of our innovation journey and mission to push the boundaries of technology. If you’re ready to help us achieve this vision, we’d love to hear from you! Napster embraces a diversity of backgrounds and experiences and provides equal opportunity for all applicants and employees.