Implementation & Delivery Manager

AireXpert; Buffalo (NY); On-site; USD 110,000 - 140,000; Full time

Benefits offered by this job

Healthcare coverage

Paid time off

401(k) plan with company match

Employee ownership opportunities

Job summary

AireXpert, a Buffalo, NY-based aviation tech startup, seeks an Implementation and Delivery Manager to run airline pilots and implementations. You will drive projects from sales handoff through go‑live and transition, coordinate training and adoption, and ensure customer success with strong cross‑functional collaboration.

Ideal candidates have SaaS implementation experience, solid project management, and a customer‑facing mindset.

Qualifications

• 2-4 years of experience in SaaS implementation, enterprise delivery, professional services, customer success, project management, or related customer-facing work.

Responsibilities

• Lead pilots and implementations from kickoff to transition.
• Coordinate configuration, training, adoption, and go-live.
• Manage multiple projects with clear ownership and timely communication.
• Monitor risks, milestones, and success metrics; escalate issues when needed.
• Prepare reviews and handoffs to Account Management with documented outcomes.
• Maintain a roll‑up view of active implementations and capacity.

Skills

SaaS implementation

Project management

Customer-facing

Job description

Delivery is where AireXpert turns a commercial commitment into a working customer outcome.

We are hiring an Implementation and Delivery Manager to run airline pilots and implementations, give customers a dependable day-to-day partner, and help us deliver more projects at the same time. This is a hands-on execution role. You will manage assigned implementations from internal handoff through kickoff, configuration, training, adoption, go-live, pilot review, and transition.

Early work will focus on standard projects with support from experienced team members. As your product and airline knowledge grows, you will take on more complex projects and greater ownership.

The role works closely with Delivery, Sales, Account Management, Product, and Engineering. Its purpose is to strengthen Delivery; it is not a people-management position or a short-term rotation into another function.

About AireXpert

AireXpert is tech startup in Buffalo, NY that is here to transform the way aircraft maintenance operations occur within an airline. Built exclusively for aircraft operators, our one-of-a-kind digital platform, combines project management and communications technology that connects all maintenance stakeholders and amplifies performance like never before. AireXpert is here to enhance ethical standards to the industry while providing outstanding customer service.

Our crew has gained significant traction with airline brands that you rely on to fly and we’re always giving them tools to transform how they operate. We now have a loyal customer base with high-growth opportunities ahead of us and want you to join our journey!

Key Responsibilities Include

Run pilots and implementations

• Lead assigned projects from the Sales handoff through implementation and transition to Account Management.
• Build practical plans covering scope, responsibilities, milestones, customer commitments, success measures, risks, and decision dates.
• Run kickoff meetings, working sessions, training, pilot reviews, and regular customer check-ins remotely and on site.
• Coordinate configuration, user access, workflow setup, training, launch, adoption, and closeout activities.
• Hold AireXpert and customer owners accountable for decisions, inputs, deadlines, and follow-through.
• Manage multiple projects while keeping communication timely, records current, and commitments visible.

Track health and manage risk

• Maintain a current view of status, milestones, decisions, risks, owners, and dates for every assigned project.
• Identify weak adoption, unclear ownership, missing sponsorship, scope drift, technical blockers, and schedule risk early.
• Resolve routine issues directly and elevate material risks with context, options, and a recommendation.
• Prepare midpoint and end-of-pilot reviews using agreed success measures, usage data, customer evidence, and open decisions.

Support adoption and pilot conversion

• Help customers adopt the agreed workflows rather than stopping at setup and training.
• Track usage, stakeholder participation, operational progress, customer responsibilities, and evidence of value.
• Work with Sales on the path from pilot to MSA while Sales owns pricing, contracting, and the commercial close.
• Prepare a complete transition to Account Management, including results, stakeholders, risks, commitments, and next steps.
• Prepare the weekly Delivery review and follow up on overdue actions and decisions.
• Help maintain a shared view of active and upcoming implementations, travel, assignments, and near-term capacity.
• Use AireXpert's Delivery playbook and improve it through lessons from live customer work.
• Maintain practical plans, readiness checks, training materials, risk logs, status updates, and handoff records.
• Document recurring problems and reusable practices so future team members can become productive faster.

What success looks like

First 30 days

Learn the product, Delivery method, and core airline workflows; shadow active projects; take ownership of defined meetings, records, and follow-through.

By 90 days

Own defined workstreams within one or more implementations; lead routine customer meetings, project tracking, documentation, and follow-through with coaching; demonstrate readiness to take primary ownership of a standard implementation.

Independently lead standard implementations; manage several assigned projects with appropriate escalation support; identify risks early; and materially reduce routine execution carried by senior leaders.

Qualifications & Requirements

What we are looking for

• 2-4 years of experience in SaaS implementation, enterprise delivery, professional services, customer success, project management, or related customer-facing work.
• Experience owning customer projects with several internal and external stakeholders.
• Strong project management, written communication, meeting leadership, and consistent follow-through.
• The judgment to solve routine problems, surface uncertainty, and elevate material risks before they become customer issues.
• Comfort learning software, configuring workflows, leading training, reading usage signals, and coordinating technical work.
• Ability to learn a specialized product and operating environment quickly through study, observation, and direct customer work.
• Willingness and ability to travel domestically and internationally, including multi-day customer visits and occasional short-notice travel. Travel may reach 50 percent during heavier implementation periods.

Helpful but not required

• Experience in aviation, airline operations, maintenance, or another time-sensitive operational environment.
• Experience with pilots or proof-of-value projects that support a later buying decision.
• Experience translating operational workflows into software configuration, training, or product feedback.
• Experience improving implementation tools, documentation, or processes in a growing software company.

Additional Benefits:

Compensation and benefits

• healthcare coverage
• paid time off
• a 401(k) plan with company match
• employee ownership opportunities

Final compensation will reflect experience, location, and role fit.

the perks

Benefits at a glance

At AireXpert, we’re committed to the wellbeing and success of our team. We are proud to offer benefits that help you to feel and do your best.

Time off to rest and recharge

At our company, we prioritize giving employees ample time to rest and recharge because we understand that well-rested individuals are more productive, creative, and engaged in their work. This approach not only enhances the quality of their output but also fosters a positive work environment, contributing to overall job satisfaction and employee well-being. Life is about more than work.

ESOP - Employee share ownership

At AireXpert, we embrace the Employee Stock Ownership Plan (ESOP) as it fosters a culture of ownership and commitment among employees, encouraging them to contribute more meaningfully to the company's success. By having a stake in the business, employees are more likely to be invested in its growth and performance, aligning their personal goals with the long-term objectives of the company.

Providing healthcare coverage to employees demonstrates a company's commitment to their well-being and job satisfaction, fostering a supportive and productive work environment. We've found that it helps to attract top talent, enhance employee retention, and reduce absenteeism due to health-related issues.

401K with company match

AireXpert makes a meaningful contribution to our employees' futures by offering a robust 401(k) plan. This not only demonstrates our investment in their long-term financial security and well-being but also enhances employee satisfaction and loyalty, as they know we are equally invested in their success beyond the workplace.