Consultant - Customer Operations, Compliance & Delivery

Job Description

The Consultant Customer Operations, Compliance & Delivery, plays an integral role in mitigating risk, ensuring customer satisfaction, and expediting Time-to-Revenue by critically assessing customer needs, contracted scope, and the functional capabilities of the solution. This role is responsible for identifying and documenting critical gaps (deltas) between the committed scope and the solution's offering. The individual provides a first-level definition of product requirements necessary to address these gaps, which are then handed off to Product Management for further refinement and prioritization.

Leveraging AI-assisted orchestration, and moving beyond manual drafting, this role is progressing towards Context Authoring for AI models to ensure precise, actionable scope definition. Serving as the primary coordinator, they bridge Sales, Pre-Sales, Product & Engineering, and Deployment teams to ensure contractual commitments are met during field execution.

Responsibilities :

Contractual Requirements Analysis:

• Serve as the subject matter expert on all security, functional, and workflow requirements tied to major contracts.
• Engage directly with key customers, Sales, Presales, and external regulatory authorities to capture detailed requirements for critical compliance areas, and state-level mandates.
• Translate vague contractual language into precise, measurable product requirements, non-functional specifications, and clear acceptance criteria, leveraging Generative AI for drafting and compliance checking against the product backlog and SDLC.

Scope and Definition of Work Creation:

• Define the draft Statement of Work (SOW) for the required product development effort, utilizing AI-driven insights to estimate development complexity and risk. This SOW will be provided to the Product Manager for business case review and the Product Owner for backlog refinement.
• Ensure the scope focuses on the necessary changes required to meet contractual requirements.

Delivery Coordination & Risk Mitigation:

• Track and facilitate the progress of assigned contractual and compliance work across Product Management, Product Ownership, and Engineering teams, leveraging AI agent-based reporting for real-time progress and risk visualization.
• Act as the central point of coordination to ensure the development effort remains aligned with contractual deadlines and required delivery dates, providing early warning on potential risks or delays.
• Coordinate with Deployment to ensure seamless field execution and customer sign-off.

Product Requirements Handoff & Refinement:

• Create and document precise product requirements that are structured for immediate handoff, enabling refinement, decomposition into user stories, and ultimate development.

Qualifications:

• Exceptional ability to utilize AI-driven insights and perform AI-augmented audits for compliance checking, and distill complex data into digestible information for both executive and technical teams.
• Exceptional written communication skills, including proficiency in Context Authoring and prompt engineering to leverage Generative AI tools for drafting precise requirements, documentation, and stakeholder communications.
• Demonstrated success in driving cross-functional alignment and managing complex projects with external deadlines, leveraging strong negotiation and conflict resolution skills.
• Highly organized with strong planning and prioritization abilities to manage multiple competing priorities, track project progress meticulously, and ensure timely delivery of solutions from analysis through customer acceptance.
• Strong ability to work independently and take initiative, proactively identifying and resolving issues, and driving a delivery schedule to successful completion.
• Experience with public safety software solutions is highly desirable.
• Experience utilizing product and project management tools for tracking project progress, managing backlogs, and reporting on key performance indicators.
• Proven ability to define and articulate product vision, strategy, and roadmap in collaboration with stakeholders, ensuring alignment with business objectives.

This position is subject to working in high…