Senior Customer Delivery Manager

Job Description

This role is based in Europe, but you may be asked to adjust your schedule to overlap with New York business hours (ET) to support North American customers

About Albatross

Albatross is building the second pillar of AI: a perception layer that understands how users experience content in real time. Trained on live user interactions, our platform continuously learns from in-session behaviour to help companies adapt discovery, search, and recommendations as user intent evolves. We are a well-funded company operating at meaningful scale, processing billions of events and serving hundreds of millions of predictions across demanding production environments.

About the Role

We're looking for a delivery-driven leader to own customer implementations from signature through go-live. This role is for someone who doesn't just coordinate but brings structure to ambiguity, locks down scope early, and drives execution with discipline. Someone who turns signed deals into successful production launches, understanding what makes each customer unique, knowing where the standard product holds and where it doesn't, and protecting the team from drift.

You will sit at the intersection of customer relationships, technical delivery, and internal execution, to ensure projects move with speed, realism, and strong commercial judgment.

More of What You’ll Do:

• Own the full implementation lifecycle from contract signature to production launch, with clear accountability for delivery, communication, and outcomes.
• Define project scope with precision at kickoff, identifying customer-specific requirements, technical constraints, dependencies, and adaptation needs upfront.
• Build rigorous delivery plans with clear milestones, owners, timelines, and decision points, and maintain momentum throughout execution.
• Act as the primary driver of each project, holding both internal teams and customer stakeholders accountable to agreed plans and responsibilities.
• Serve as the gatekeeper on scope, pushing back on requests that fall outside agreed objectives and ensuring the team stays focused on what matters for launch.
• Surface risks early, including technical, operational, and stakeholder risks, and put mitigation plans in place before they become delivery issues.
• Design and operationalise systems for tracking project progress, dependencies, blockers, and launch readiness across multiple concurrent implementations.
• Work closely with Solutions, Engineering, and Product to determine how customer needs should be addressed: through configuration, process, or product evolution.
• Drive structured communication loops, including regular customer updates, internal status reviews, executive reporting, and escalation paths where needed.

Requirements

• 10+ years of experience leading the delivery of complex enterprise software or technical implementations.
• Proven track record of owning projects from post-sale through deployment in fast-paced, high-expectation customer environments.
• Strong experience with personalisation, search, recommendation systems, or related ML-driven products.
• Ability to identify where deployments require standard implementation versus customer-specific adaptation.
• Demonstrated ability to scope projects rigorously, manage ambiguity, and drive execution across cross-functional teams.
• Strong judgment and confidence in saying no when requests fall outside scope or threaten delivery quality and timelines.
• Excellent program management skills, including planning, dependency tracking, risk management, and stakeholder alignment.
• Strong commercial instinct and customer presence; able to build trust while protecting delivery discipline.
• Excellent written and verbal communication skills in English. Additional languages are a plus.
• Able to support projects spanning US West Coast to Europe timezones. Availability during New York business hours (ET) is required at a minimum.

Benefits

Flexibility to work from anywhere across Europe.