Deployment Strategist

PolyAI; United States; Hybrid; USD 120,000 - 145,000; Full time

Benefits offered by this job

Equity in the business

Employee share-options plan

Comprehensive health coverage (medical

401(k) plan with match

Flexible PTO and company holidays

Learning and development allowance

Work-from-home allowance

Fertility and family-forming programs

Job summary

PolyAI is seeking a Deployment Strategist to lead customer service transformations. You will ensure project success, manage timelines, and be the client’s point of authority, while listening to real people interacting with our systems to improve voice assistants.

You’ll bridge client expectations with engineering, track value-driven metrics, and drive expansion through clear communication and strong relationships.

Qualifications

• 5+ years of technical delivery leadership experience.
• Track record delivering large-scale AI projects, ideally for regulated environments.
• Excellent storytelling and narrative abilities with de-risked client outcomes.
• Strong ability to simplify complex, ambiguous problems and keep momentum.

Responsibilities

• Own the delivery of transformative virtual assistants at scale, from hundreds of thousands of calls to high-stakes PoCs.
• Advise Fortune 500 customers on reshaping their customer service functions with gravitas and executive presence.
• Be the single point of accountability for delivery, aligning client expectations with engineering.
• Act as the voice of the client, capturing needs, value drivers, and risk, then rallying the PolyAI team.
• Track and report metrics that matter: value, adoption, utilization, and account health.
• Communicate wins to clients to build trust and drive expansion.
• Raise the bar on agent design, solutions consulting, and engineering for best voice experience.
• Collaborate with pre-sales and sales to determine the best solution for business needs.
• Demonstrate a track record of delivering large-scale, transformative projects in AI.
• Maintain composure in high-ambiguity environments and keep momentum even when path is unclear.

Skills

Delivery leadership

Storytelling

Executive presence

Client relationship building

Job description

PolyAI automates customer service through lifelike voice assistants that let customers lead a conversation. Our voice assistants make it possible for businesses to deliver outstanding customer service that rivals their human agents. Our customers, which include the world’s leading logos, are expanding how they use our platform, driving automation of critical customer service operations and integrating PolyAI into their daily customer service workflows.

Deployment Strategist at PolyAI is the commander in chief of a customer service transformation. It is their job to ensure the success of our real projects, both by managing timelines, overseeing the quality of virtual assistants, and being the point of authority for the client. Day to day, you’ll be listening to real people interacting with our systems, making decisions on how to make them even better, and convincing the client they’re the right ones.

Responsibilities

• Own the delivery of transformative virtual assistants at serious scale – from deployments handling hundreds of thousands of calls a day to high‑stakes PoCs where your speed, strategy and creativity win the deal
• Go beyond individual delivery by advising Fortune 500 customers on how to fundamentally reshape their customer service organisations using gravitas, executive presence and knowledge
• Be the single point of accountability for delivery, bridging the gap between client expectations and engineering with clarity
• Act as the voice of the client, understanding their needs, value drivers, sensitivities and rallying the PolyAI team around such needs
• Track and report on metrics that matter – value‑driven success metrics, utilization, adoption, and account health – and bring the right team together to solve what’s working and what isn’t
• Communicate wins to clients to build trust, prove value, and drive expansion
• Raise the bar across agent design, solutions consulting, and engineering, pushing teams to build the best possible voice experience
• Collaborate with the pre‑sales and sales teams to determine the best solution for a business need
• Own 5+ years of technical delivery leadership experience
• Demonstrate a track record of delivering large‑scale, transformative projects, ideally within AI or for customers in regulated environments
• Show incredible storytelling and narrative abilities, proven through winning complex pilots and accounts
• Maintain total comfort working in high‑ambiguity environments, simplifying complex and dynamic work and keeping momentum even when the path forward isn’t clear
• Think strategically, spotting patterns fast and connecting the dots between commercial risk, technical risk and next steps
• Exhibit painstaking attention to detail – showing clients the very best and no less
• Display a strong customer obsession with a focus on delivering value
• Have an appetite to continuously improve processes and ways of working

Preferred Requirements

• Experience with customer service or process automation, especially processes involving AI
• Knowledge of project management principles and a product solutions manager’s eye for prioritization
• Experience working with or as part of a customer success or account management team, confident in tactics that influence strong GRR and NRR metrics
• Previous role as an escalation point for account or delivery risks
• Desire to work in person with clients to solutionise and build deep, personal relationships
• Interest in consumer tech, design, and user behavior and interaction

Benefits

• Competitive salary range: $120,000 – $145,000 base salary plus substantial, uncapped revenue‑based bonus (dependent on level and experience)
• Equity in the business, providing an opportunity to share in the company’s long‑term success
• Participation in the employee share‑options plan
• Comprehensive health coverage: 100% of employee and 70% of dependent costs for medical, dental and vision
• 401(k) plan participation with company match
• Flexible PTO policy plus 11 designated company holidays
• Annual learning and development allowance
• Work‑from‑home allowance and ergonomic office equipment to support remote work comfort and focus
• Company‑funded fertility and family‑forming programmes

Equal Employment Opportunity

PolyAI is proud to be an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions at PolyAI will be based on the business needs without consideration of ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, neurodiversity status or disability status.

Kindly note that this role does not offer visa sponsorship at this time.