Delivery Systems Lead, Customer Engineering

Translucent • New York, NY

1d • $135,000 - $150,000 • Hybrid

About The Position

Translucent is seeking a Delivery Systems Lead to report to the Head of Customer Engineering in New York. This role will design and manage the operational framework for the Customer Engineering organization, establishing systems and processes to ensure clarity and efficiency as the team scales. The position is an individual contributor role with significant scope, providing full visibility into all accounts and pods within the team from the outset. The focus is on building and maintaining the operational infrastructure rather than managing individual accounts or pods.

Requirements

• 3–5 years in an operations, program/project coordination, or business operations role.
• A builder's instinct: energized by designing and evaluating new systems and tools from the ground up.
• Comfortable operating in a fast-moving, evolving environment where priorities shift as the team grows.
• Strong organizational and analytical instincts.
• Ability to read a contract or technical document and translate it into a structured operational view.
• Excellent written communication skills for documenting decisions, drafting playbooks, and summarizing meetings.

Nice To Haves

• Prior exposure to forward-deployed engineering, professional services, or implementation teams.
• Experience in the health tech space: consulting, SaaS, or start-up.
• Experience standing up KPI/metrics frameworks for a technical delivery organization.
• Experience preparing executive/board-level communications.

Responsibilities

• Design, build, and maintain a single source of truth for staffing, account status, and delivery/workload distribution across Customer Engineering, defining the relationships between accounts, pods, people, and products.
• Map active customer accounts to Translucent's product portfolio by analyzing contracts and delivery documentation, ensuring alignment of scope and pod coverage as accounts evolve.
• Establish a lightweight risk-tracking process for implementations and accounts to facilitate early identification, escalation, and resolution of issues, in collaboration with pod and delivery leads.
• Assist in developing metrics and reporting for Customer Engineering to measure delivery health, data trust, and implementation quality, focusing on signals directly owned by the CE team.
• Coordinate cross-functionally to ensure seamless transitions between Sales, Implementation, and Customer Success as accounts progress from scoping to go-live.
• Organize cross-pod/cross-functional syncs to provide structured updates and clear action items to leadership.
• Create and maintain documentation, playbooks, and lightweight governance to ensure process knowledge is widely accessible and not siloed.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree