Delivery Manager

We're a healthcare SaaS company building a practice-management platform used daily by clinical and billing teams. We ship fast, with weekly releases and sometimes daily ones, and we need someone to own the machinery that makes that possible. THE ROLE You are the conduit between Support, Product, and Engineering. Everything that flows in from customers, and everything that flows back out as a release, runs through you. This is a highly visible role: leadership, support, and engineering will all look to you for the current picture, and you'll be the one who has it. WHAT YOU'LL OWN - Run daily scrum with the engineering team. Keep it short, keep it useful, surface blockers the same day they appear. - Triage and route what comes in through support channels. Make sure every incoming issue lands with the right person with the right context, and that nothing sits unowned. - Partner with Product on prioritization. You won't set the roadmap alone, but you will make sure the ranked list is real, current, and unambiguous, and that engineers are always working the top of it. - Own release management. Document what's in each release, what's being fixed, what's slipping, and what's verified. Coordinate the cutover and communicate status as it happens. - Communicate across the business. Frequent, clear, proactive updates, written and verbal, so nobody has to ask "what's the status of X?" - Build the systems that make the above run without heroics: intake and triage workflows, release checklists, status reporting, escalation paths. If you find yourself tracking something in your head, that's a system waiting to be built. WHO WE'RE LOOKING FOR - An exceptional communicator. You write clearly and concisely, you follow up without being asked, and you'd rather over-communicate than leave people guessing. - A genuine self-starter. You see gaps and close them. You opt in. Nobody has to assign you the obvious work. - Relentlessly organized, with a "nothing slips through the cracks" instinct, plus the discipline to encode that in process rather than rely on memory. - Comfortable holding engineers, product, and support accountable with respect and without drama. - Experienced running agile ceremonies and release coordination for a live production product with real customers waiting on fixes. REQUIREMENTS - 3+ years as a delivery manager, technical program/project manager, scrum master, or release manager on a software product team. - Hands-on with Jira. Not just reading boards, but shaping workflows, queues, and reporting. - Track record supporting a high-frequency release cadence (weekly or faster). - Technically fluent: you don't need to write code, but you need to follow an engineering conversation, read a bug report critically, and ask the question that unblocks it. - Written and spoken English at a professional level. NICE TO HAVE - Healthcare, EHR/EMR, medical billing, or other regulated-industry SaaS experience. - Experience bridging a customer support function (e.g. Freshdesk/Zendesk) into an engineering backlog. - Familiarity with release/deploy pipelines and QA verification workflows. LOGISTICS - 20+ hours per week, ongoing and long-term. - Overlap with US Eastern business hours required for daily scrum at 8:00am ET. TO APPLY Skip the generic cover letter. In a few short paragraphs, tell us: 1. A release process you inherited or built, and specifically what you changed to make it more reliable. 2. One concrete system or habit you created so that a category of work stopped falling through the cracks. 3. How you'd handle this: it's release day, support escalates a customer-blocking bug, and engineering says the fix won't be verified in time. What do you do, and who hears from you? Applications that don't address these three won't be reviewed.