Delivery Manager

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November 20

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Five9

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SaaS • Artificial Intelligence • Telecommunications

Five9 is a leading provider of cloud contact center software, recognized as a leader in the Gartner Magic Quadrant for CCaaS. The company offers comprehensive tools for automating workflows and enhancing customer engagement through AI-driven solutions. Its platform integrates CRM and UC systems to provide seamless agent and customer experiences across various channels, such as voice, email, chat, and SMS. Five9 empowers businesses to elevate customer satisfaction and drive business results by delivering personalized and efficient customer service solutions.

1001 - 5000 employees

Founded 2001

☁️ SaaS

🤖 Artificial Intelligence

📡 Telecommunications

📋 Description

• Define and implement release schedules, ensuring that deadlines and business needs are met. • Manage the release pipeline and coordinate the activities of development, QA, operations, and support teams and ensure that each release is thoroughly certified and delivered on time. • Oversee the full release lifecycle, from planning and development to deployment and post-release support. • Work closely with product management, engineering, and stakeholders to prioritize content for releases based on business objectives and customer impact. • Ensure all releases align with the broader strategic goals of the business, ensuring that new features, enhancements, and bug fixes are properly integrated into the release cycle. • Proactively identify risks and potential bottlenecks in the release process and develop mitigation strategies, providing timely resolutions to minimize disruptions to the business. • Serve as the main point of contact for all stakeholders involved in the release process, including senior leadership, product owners, engineering teams, operations teams, customer support. • Communicate progress, blockers, and risks to stakeholders at all levels, ensuring everyone is informed and aligned. • Provide regular updates on the status of releases and the impact of upcoming changes to business operations. • Analyze the effectiveness of each release, identifying opportunities for process improvement, automation, and risk reduction. • Drive the adoption of industry best practices in release management, ensuring that releases are more efficient and predictable over time and delivers real value to end customers. • Establish and track key performance indicators (KPIs) and metrics related to release cycles, such as release frequency, deployment success rates, and post-release defect rates and drive meaningful actions. • Ensure that all changes to production systems are properly documented, tracked, and managed according to best practices. • Oversee version control and configuration management processes to maintain consistency and traceability across releases. • Manage and optimize release management toolkit (e.g., Jira, GitLab, Launch Darkly, etc.) to support an efficient release pipeline. • Identify opportunities for automation in the release process, reducing manual intervention and increasing speed and reliability.

🎯 Requirements

• Proven ability to lead and inspire cross-functional teams in complex and fast-paced environments. • Strong collaboration skills to work effectively across multiple teams and departments. • Deep understanding of the software development lifecycle (SDLC), particularly in continuous integration, continuous delivery (CI/CD), and release management. • Strong organizational and time-management skills, with experience in managing multiple releases simultaneously. • Expertise in Agile, Scrum, or other project management methodologies to plan, track, and execute releases efficiently. • Strong analytical skills with the ability to identify potential risks early and mitigate them proactively. • Ability to resolve issues under pressure, maintaining a calm and solution-oriented approach with very little guidance • Excellent communication skills to articulate complex technical concepts to both technical and non-technical stakeholders. • Ability to manage expectations, negotiate timelines, and ensure all parties are aligned on release goals and outcomes. • Bachelor’s degree (or equivalent) in relevant discipline with 7+ years related work experience.

🏖️ Benefits

• Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills.  The more inclusive we are, the better we are.  Five9 is an equal opportunity employer.