Head of Delivery - Silicon Valley AI Startup

Delivery & Customer Implementation

• Build and scale the Delivery team in Vietnam, including hiring, operational structure, and delivery workflows
• Establish scalable implementation and onboarding processes for enterprise customers
• Collaborate closely with US-based teams including Presales and Forward Deployment Engineers to ensure successful customer go-lives
• Develop AI-assisted delivery playbooks and operational processes to improve scalability and consistency
• Support presales activities by assessing implementation complexity and aligning customer expectations
• Drive improvements in implementation efficiency, customer onboarding timelines, and customer satisfaction metrics
• Promote automation-first thinking across delivery operations and workflows

Customer Support Operations

• Design and manage enterprise support structures including SLAs, escalation frameworks, and operational tooling
• Implement AI-powered support solutions such as automated triage, intelligent knowledge management, and agent-assisted resolutions
• Own and improve key customer metrics including CSAT, NPS, and resolution timelines
• Conduct operational reviews and retrospectives to continuously optimize support performance
• Build self-service documentation, FAQs, and operational runbooks to reduce manual support dependency

Product & Cross-Functional Collaboration

• Act as the voice of enterprise customers internally by translating operational insights into product feedback and roadmap recommendations
• Participate in product planning discussions and provide data-driven operational perspectives
• Identify and address gaps between customer expectations and current platform capabilities
• Support launch readiness by ensuring operational preparedness before customer releases
• Contribute strategic ideas on how AI can further enhance both customer operations and the product itself