Deployment Support Manager

Protomiq LLC•Atlanta, GA

About The Position

The Deployment Manager owns frontline performance and management for the product deployment team. This leader will track and lead efforts to reduce overall deployment time and improve quality — from assignment through go-live — through training, coaching, and motivating their team. You will serve as a senior point of escalation for dealer, OEM, and vendor-related delays, and will build the cross-functional relationships that keep deployments moving even when the holdup isn't your team's doing. Leadership and participation in special projects is required as needed. You will direct schedules and workloads, and assist with capacity planning.

Requirements

Strong work ethic
Analytical ability
Motivational, performance-oriented coaching
Cross-functional collaboration
Comfortable working the phone or the inbox with Sales, dealers, OEMs, and outside vendors
Technical enough to get hands-on in the web tooling your team implements
Understand and trust data, and use it daily to separate what your team controls from what's stuck waiting on someone else
Rigor to a go-live checklist
Tenacious without being territorial
Quick to escalate outside your own walls when that's what actually unblocks the work

Responsibilities

Own deployment time and quality across the queue — volume, velocity, trending issues, and individual specialist performance
Distribute and drive deployment assignments and go-live delivery
Diagnose and resolve escalations tied to dealer communication breakdowns, missing configuration, and vendor or install delays
Address root-cause trends across dealers, OEMs, and vendor partners — not just internal process gaps
Execute required quality assurance monitoring for each team member, in partnership with team leads
Identify quality performance gaps and coach team members to improved performance
Support internal teams with contracting, site configuration, and technical inquiries
Partner with Client Success and Sales teams to facilitate and expedite product deployment
Develop and implement in conjunction with enablement partners new technical tooling and process to improve performance and client satisfaction
Manage special projects as needed — for example, OEM standards compliance roll-outs, release of new functionality for customer accounts, and customer communications during outages or service failures
Identify and develop high-potential specialists for future team lead and leadership roles, including setting priorities and providing hands-on training