Manager, Agile Delivery Excellence

As the Manager, Agile Delivery Excellence, you will lead a team of Agile Coaches and partner closely with Product, Engineering, and Operational leaders across the CCaaS portfolio. Your core mission is to elevate how we plan, build, integrate, and deliver value across our cloud-native, multi-product ecosystem.

You will combine hands-on coaching with delivery management to ensure high-performing teams, predictable flow, and scalable Lean-Agile practices that support the growth and complexity of our global CCaaS platform. This role is both strategic and deeply practical requiring the ability to coach mindset, influence leadership, and drive execution discipline.

Key Responsibilities

Leadership & Coaching

• Lead and develop a team of Agile Coaches supporting multiple R&D groups and cross-product value streams.
• Coach Directors, Engineering Managers, Product leaders, and Scrum teams to strengthen delivery maturity, collaboration, and accountability.
• Establish, standardize, and continuously evolve Lean-Agile ways of working across geographically distributed teams.
• Provide hands-on facilitation for critical sessions (backlog workshops, planning events, retros, breakdown sessions).
• Mentor coaches and leaders in modern coaching techniques (systems thinking, flow coaching, facilitation, conflict navigation).

Delivery Excellence

• Drive predictable sprint/PI planning, backlog readiness, execution transparency, dependency management, and flow improvement across value streams.
• Create and maintain frameworks that support consistent delivery rhythms, healthy WIP limits, and high-quality engineering practices.
• Monitor delivery metrics (flow efficiency, predictability, cycle time, throughput, defect trends, release readiness) and partner with teams to address bottlenecks.
• Ensure alignment between roadmap, team capacity, and delivery commitments, balancing short-term execution with long-term sustainability.
• Support continuous refinement of definition-of-ready, definition-of-done, and end-to-end delivery quality gates.

Change Enablement

• Strengthen leadership agility and team ownership through coaching, workshops, targeted interventions, and education programs.
• Foster a culture grounded in customer-centric value flow, measurable improvement, transparency, and psychological safety.
• Diagnose systemic issues and partner with cross-functional leaders to implement improvements in planning, governance, communication, and execution.
• Introduce practical Lean thinking and flow practices (limiting WIP, improving handoffs, optimizing value streams).
• Guide teams and leaders through change adoption, addressing resistance, alignment gaps, and operational friction.

Qualifications

• Minimum 6 years of experience in Agile delivery, product/software development, or transformation roles, including coaching at scale. Preferred 10+
• Experience leading Agile practices at a multi-product, cloud-native software company - CCaaS, SaaS, or large-scale enterprise platforms preferred.
• Proven success leading Agile Coaches and influencing senior engineering and product leadership.
• Deep knowledge of Scrum, Kanban, Lean, and modern flow-based delivery; familiarity with scaling patterns (e.g., SAFe, LeSS, dual-track discovery, or portfolio flow) is a plus.
• Strong understanding of cloud operations, multi-tenant architecture, DevOps principles, CI/CD pipelines, SLAs/SLOs, and release management in real-time customer experience domains.
• Demonstrated ability to facilitate complex discussions, decision-making sessions, and alignment workshops.
• Strong communication, facilitation, coaching, and change-leadership skills.
• Relevant certifications (CSM, CSP, ICP-ACC, ICP-EAT, SPC, PKT) are a plus, not required.

Why This Role Exists

As we continue to expand our CCaaS platform and scale our global R&D organization, this role ensures we deliver reliably, sustainably, and with clear visibility - while advancing leadership maturity, engineering discipline, and customer-centric value flow across the end-to-end lifecycle.