Title: Delivery Manager

Reports to: Head of Professional Services

Level: Individual Contributor

Location: Remote in the USA (East and Central time zones)

About Napster

Founded on the principle of democratizing access, first to music in 1999, now to expertise in the AI era, Napster has consistently remained at the forefront of technological shifts that empower users. Today, the company builds embodied, multimodal AI agents that engage employees and customers where they already work: through video presence, voice, and text. Designed to work alongside people rather than replace them, Napster’s agents carry institutional knowledge into every interaction, elevating the user’s experience and improving business outcomes. For more information, visit napster.com.

The Opportunity:

The Delivery / Engagement Manager is responsible for turning a signed Statement of Work into a successfully delivered AI agent solution, on time, on budget, and to the scope that was agreed. Reporting to the Head of Professional Services, this role is the client's primary point of contact throughout the build, and the internal orchestrator who keeps engineers, timeline, and client expectations aligned.

This is a highly hands-on project management role, not a hands-on-keyboard technical one. The Delivery Manager is accountable for delivery feasibility, while Solutions Engineering retains accountability for technical feasibility and solution architecture. The successful candidate reviews and approves the SoW before it reaches this stage, translates it into an execution plan, and then project-manages Forward Deployed Engineers through sprint delivery, testing, and go-live: resolving ambiguity, managing risk, and protecting scope without needing to write the code themselves.

Together with the Head of Professional Services, Solutions Engineering, and the Forward Deployed Engineering team, this role ensures every engagement is delivered predictably, and handed off cleanly to Customer Success / Account Management once stabilized.

In this role, you will:

SoW Review & Handoff

• Review and approve the Statement of Work before it is sent to the client by validating effort estimates, staffing needs, and delivery feasibility, while deferring to Solutions Engineering for technical feasibility and architecture validation. This is the checkpoint that prevents overselling.
• Receive the formal Sales-to-Delivery handoff from Sales and Solutions Engineering, confirming there are no gaps before build begins.
• Translate the signed SoW into a concrete execution plan: sprint/milestone structure, resourcing, and a client communication cadence.

Delivery Project Management

• Project-manage Forward Deployed Engineers through build, testing, and deployment, tracking progress against the plan and unblocking risks before they become delays.
• Own the client relationship during build with regular status updates, expectation-setting, and being the first point of contact for any concerns.
• Run the formal change-order process for any mid-build scope changes, rather than letting scope shift informally.
• Coordinate UAT and go-live readiness, ensuring the client signs off against the acceptance criteria defined in the SoW.

Handoff & Continuity

• Manage the stabilization window post-launch and execute a clean, documented handoff to Customer Success / Account Management.
• Feed lessons learned and delivery patterns back to Solutions Engineering and Professional Services leadership to improve future scoping accuracy.

Key Qualifications:

• 5+ years in Delivery Management, Engagement Management, Technical Project Management, or Professional Services within enterprise software or SaaS.
• Proven track record delivering technical projects on time and on budget, ideally involving AI, integrations, or custom software implementation.
• Comfortable reading and validating technical scope (SoWs, architecture docs) without being the one who codes it.
• Strong client-facing communication skills and able to manage expectations and deliver difficult updates professionally.
• Experience managing engineering teams or technical contractors through a structured delivery process (sprints, milestones, change control).
• Comfortable holding a firm line on scope while maintaining a strong client relationship.

What Success Looks Like:

Success is measured by predictable, well-run delivery across the engagement portfolio:

• On-time and on-budget delivery rate: either alone is not sufficient.
• Client CSAT at go-live.
• Change-order compliance rate, which is the percentage of scope changes handled through the formal process rather than informally.
• Clean, documented stabilization handoff to Customer Success / Account Management, on schedule.
• SoW to actual variance: how closely delivered effort matches what was scoped and approved.

Benefits:

• Paid Time-Off: Flexible vacation time and 10 company holidays.
• Health Plans: Robust medical, dental, and vision plans for you and your dependents. Disability, life insurance, and FSA benefits are also available.
• Wellness: Access to Teladoc and an EAP.
• Parental Leave: Paid leave.
• Retirement Savings: Contribute pretax earnings to our 401(k) Plan.

Our Culture:

• Impact: Play a crucial role in our growth journey.
• Culture: Join a vibrant team valuing creativity and collaboration.
• Growth: Thrive in a fast-paced, dynamic environment.
• Reward: Enjoy competitive compensation, equity opportunities, and comprehensive benefits.
• Ready to shape our future? Apply now and be part of something extraordinary!

We’re looking for more forward-thinking, collaborative people to be part of our innovation journey and mission to push the boundaries of technology. If you’re ready to help us achieve this vision, we’d love to hear from you! At Napster Corp, we're looking for people who are invigorated by our values and driven to change the world, not those who simply check off boxes.

Napster embraces a diversity of backgrounds and experiences and provides equal opportunity for all applicants and employees. We strive to build a company that reflects a global audience.

CCPA Notice for California Job Candidates: Please review our CCPA notice at

https://www.napster.ai/policy-docs/ccpa-notice-for-job-candidates