Senior Deployment Strategist (Must be in U.K.)

PolyAI automates customer service through lifelike voice assistants that let customers lead a conversation. Our voice assistants make it possible for businesses to deliver outstanding customer service that rivals their human agents. Our customers, which include the world’s leading logos, are expanding how they use our platform, driving automation of critical customer service operations and integrating PolyAI into their daily customer service workflows.

A Deployment Strategist at PolyAI is the commander in chief of a customer service transformation. It is their job to ensure the success of our real projects, both by managing timelines, overseeing the quality of virtual assistants, and being the point of authority for the client. Day to day, you’ll be listening to real people interacting with our systems, making decisions on how to make them even better, and convincing the client they’re the right ones.Your responsibility will involve:

• Own the delivery of transformative virtual assistants at serious scale - from deployments handling hundreds of thousands of calls a day to high-stakes PoCs where your speed, strategy and creativity win the deal
• Going beyond individual delivery - advising Fortune 500 customers on how to fundamentally reshape their customer service organisations using gravitas, executive presence and knowledge
• Be the single point of accountability for delivery, bridging the gap between client expectations and engineering with clarity
• Being the voice of the client, understanding their need, value drivers, sensitivities and values and rallying the rest of the PolyAI team around such needs
• Track and report on the metrics that matter - value driven success metrics, utilization, adoption, and account health - with the autonomy to know what's working and what isn't and the creativity to bring the right team together to solve it
• Communicating wins to clients in a way that builds trust, proves value, and drives expansion
• Raise the bar across agent design, solutions consulting, and engineering, pushing teams to build the best possible voice experience
• Collaborating with the pre-sales and sales teams to determine the best solution for a business need

Minimum Requirements:

• 5+ years in technical delivery leadership
• A track record of delivering large scale, transformative projects, ideally within AI or for customers in regulated environments
• Incredible storytelling and narrative abilities, proven through winning complex pilots and accounts
• Total comfort working in high ambiguity environments, knowing how to simplify complex and dynamic work, and keeping things moving even when the path forward isn’t clear
• The ability to think strategically, looking across a broad customer base, spotting patterns fast, and connect the dots between commercial risk, technical risk, and what to do next
• A painstaking attention to detail - we show our clients the very best we have to offer, and no less
• Strong customer obsession and focus on delivering value
• An appetite to continuously improve processes and ways of working

Preferred Requirements:

• Experience with customer service or process automation, especially processes involving AI
• Knowledge of project management principles, and a product solutions manager's eye for prioritization
• Has worked with or part of a customer success of account management team, and confident in the tactics and processes that influence strong GRR and NRR metrics
• Has acted as an escalation point for account or delivery risks
• A desire to work in person with clients, to solutionise and build deep, personal relationships
• An interest in consumer tech, design, and user behavior and interaction

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Benefits

💰 Participation in the company’s employee share options plan

🏝 Tenure-Based PTO: You will receive 25 holidays when you join and will gain an additional 1 day after 2 years of service, then 1 day each year until capped at 32 holidays

🏡 Flexible working from home policy

🌎 Work from outside of the UK for up to 6 months each year

🫂TELUS Health EAP 24/7 - offers you and your chosen family confidential, judgment-free support for any work, health, or life challenge

🧡 Enhanced parental leave

🚲 Bike2Work scheme

📚 Annual learning and development allowance

🏡 We’re all about making WFH work for you - that’s why we offer a one-off WFH allowance when you join. Offering perks like noise-cancelling headphones or a comfortable desk chair to boost your comfort and focus!

👨‍👩‍👧 Company-funded fertility and family-forming programmes

🌸 Menopause care programme with Maven

🏥 Private healthcare and dental cover, discounts on gym members and relaxation apps, and access to a range of mental health programs

🌎 Sabbatical Program: 5-week paid sabbatical available after 5 years of employment

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At PolyAI, we take great pride in our values - they guide everything we do. We believe that a strong culture leads to meaningful work and lasting impact.

Our core values are:

Only the best
We expect the best from our people, we hire people that expect the best from themselves, and we nurture this drive for excellence.

Ownership
We care deeply about what we do. We take ownership of our initiatives, decisions and outcomes.

Relentlessly improve
We demand more from ourselves and are always evolving. Continuous, obsessive improvement is the only way we will transform the world of conversational AI.

Bias for action
Our world moves quickly and so do we. We take calculated risks and we deliver impact fast.

Disagree and commit
We are all working toward the same goal. If we donʼt agree with something, we work hard to understand it and when a decision is made, we accept it and give it our all.

Build for people
We want the world to enjoy the experiences they have with us. We are building for a future that prefers automation.

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PolyAI is proud to be an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions at PolyAI will be based on the business needs without attention to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, neurodiversity status or disability status.

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