Implementation Manager

Aurelian

About The Position

Aurelian builds AI tools that help 911 centers handle more with less, so telecommunicators can stay focused on what matters most and communities get the response they need. AVA is a conversational AI agent that answers non-emergency calls; the agent routes, triages, and resolves the calls without any human intervention. By handling administrative calls like noise complaints, lost dogs, and parking inquiries, , AVA eliminates hold times and lets call-takers focus their energy on actual emergencies. CORA supports call-takers on the calls that matter most. CORA is an on-screen assistant that delivers real-time SOP checklists, smart reminders, and contextual guidance as an emergency call unfolds, so dispatchers stay calm, consistent, and confident when every second counts. When AVA detects an emergency mid-call, it transfers the caller to a telecommunicator and passes along the caller details, location, incident type, and key statements directly into CORA. The call-taker never starts from scratch. The problem we're solving is serious. The average emergency communications center is 30% understaffed nationwide. Staffing shortages drive burnout and attrition, which makes the shortage worse. Meanwhile, 60-80% of the calls coming in aren't even emergencies at all. Aurelian addresses both sides of that equation: AVA reduces unnecessary call volume, and CORA makes every emergency call more manageable for the people handling it. Aurelian is live in centers across the country, answering thousands of non-emergency calls every day, and is backed by New Enterprise Associates and Y Combinator, Aurelian is growing rapidly; we are hiring people who want to help scale this work and make a real difference in public safety infrastructure for communities across the country. Why Join Us As an Implementation Manager at Aurelian, you’ll own customer deployments from end to end. You take over once the contract is signed and see your customers through to fully live. This is a hands-on, technical role. You won’t just coordinate implementations; you will personally configure and drive end-to-end software implementations, while also training users directly onsite on how to utilize the Aurelian solution to its full extent. You’ll play a critical role in driving change management within customer organizations, helping centers adopt new workflows, navigate operational shifts, and successfully implement systems in real-world, high-stakes environments. This is not a traditional project management role. This role is best suited for someone who: Enjoys digging into systems and workflows and making things work in ambiguous areas Is comfortable owning problems and outcomes end-to-end - not just escalating them Can move fluidly between customer conversations and technical execution This is an individual contributor role and does not include people management.

Requirements

2-6 years of experience in implementation, technical project/account management, or similar customer-facing roles
Strong technical fluency (SaaS platforms, integrations, system behavior)
Practical working knowledge of software implementations and technical concepts
Experience working directly with customers in technical environments
Ability to translate complex workflows into working system configurations
High ownership mindset – you take responsibility for outcomes, proactively step in where needed, and contribute beyond your immediate scope
Comfortable operating in ambiguity and fast-moving environments
Serve as a trusted advisor to customers – guiding them toward best-practice solutions with empathy and sound judgment, while using thoughtful influence to drive successful onboarding and long-term outcomes
Comfortable having direct, constructive conversations to address misalignment, push back when needed, and ensure the right outcomes for both the customer and the business
Analytical mindset and strong problem-solving ability
Excellent written, verbal, and interpersonal communication skills

Nice To Haves

Exposure to public safety, operations-heavy, or workflow-driven industries
Background in early-stage and/or high-growth startups
Experience with GIS, telephony systems, or call-handling tools

Responsibilities

Own end-to-end implementations from kickoff through go-live
Define project plans tailored to each customer’s unique needs, resources, and desired outcomes
Personally configure and deploy Aurelian’s solution and dashboards in customer environments
Translate real-world emergency response workflows into system configurations.
Resolve issues across APIs, integrations, and data flows
Work cross-functionally with engineering, product, marketing, vendors, and customers to unblock progress
Ensure milestones and deliverables are met on time and at a high standard of quality
Perform risk management and proactively implement corrective actions
Drive timelines and stakeholder communication without losing technical depth
Identify gaps in implementation processes and build scalable playbooks, documentation, and repeatable workflows to improve how we deploy
Contribute beyond individual implementations by improving team-wide processes and resources
Conduct in-person training sessions and knowledge transfer for client teams