AI Product Deployment Strategist
Envoy AI
Software Engineering, Product, Data Science
United States
ABOUT ENVOY AI
Envoy AI is building the operational execution layer for freight brokerages. Ellie, our agentic AI solution, helps teams execute faster by connecting workflows across calls, emails, TMS platforms, load boards, and operational systems without requiring teams to change the tools they already use.
We believe the future of logistics execution will be driven by operational intelligence, real-time orchestration, and AI-assisted decisioning embedded directly into day-to-day workflows. As we scale customer adoption, we are hiring a Product Deployment Strategist to help bridge customer operations, product execution, and engineering delivery.
ROLE OVERVIEW
The Product Deployment Strategist plays a critical role in helping Envoy AI scale customer adoption and operational excellence across the Ellie platform.
This role sits at the intersection of Product, Engineering, Customer Operations, and GTM. You will help ensure customer issues are triaged quickly, product feedback loops are operationalized, deployments remain stable, and customer workflows continue improving as Ellie evolves. This role is ideal for someone who enjoys solving operational problems, thrives in fast-moving environments, and wants exposure to AI-enabled product operations within logistics technology.
This position is designed to be primarily remote with opportunities for on-site collaboration. Reporting to the Head of Product, you will work directly with customers while partnering closely with Product and Engineering to improve workflow execution, platform reliability, and customer experience. We also anticipate a requirement of up to 30% time spent on travel based on customer engagements, team collaboration, and company onsite initiatives.
WHAT YOU WILL DO
Product Operations & Execution:
- Own day-to-day operational support for customers leveraging Ellie
- Triage, prioritize, and coordinate resolution of customer-reported product and workflow issues
- Translate operational pain points into structured product feedback, tickets, and workflow recommendations
- Partner with Product and Engineering teams to improve platform stability, usability, and workflow execution by conducting technical user testing
- Support rollout coordination for product enhancements, pilots, and new customer deployments
Customer Workflow Support
- Act as a trusted operational partner for customers using Ellie in production
- Monitor workflow performance and identify operational gaps, friction points, or adoption risks
- Help customers optimize how Ellie fits into existing brokerage workflows
- Provide proactive communication during incidents, escalations, and product changes
- Assist with customer onboarding, enablement, and operational readiness activities
- Lead and support customer kick off meetings, onsite UAT testing sessions and support go lives including running hypercare triage for successful deployment of our tools
Cross-Functional Collaboration
- Work closely with Engineering, Product, GTM, and Customer teams to align operational priorities
- Help establish scalable support processes, escalation frameworks, and operational playbooks
- Contribute to product testing, workflow validation, and release readiness efforts
- Support data gathering and operational insights tied to customer adoption and workflow outcomes
Basic Qualifications
- 3-5 years of experience in: Customer Implementations and/or Solutions Engineering; Product and/or Enterprise SaaS Operations; Technical Support; and/or Logistics and Transportation Operations
- A domain expert when it comes to logistics – you know the dynamics between shippers, brokers, and carriers
- Familiar with freight brokerage operations, TMS platforms, or logistics technology ecosystems
- Strong communicator, and multitasker with a problem solving mindset
- Experience working cross-functionally with technical and non-technical teams
PREFERRED QUALIFICATIONS
- Experience supporting enterprise SaaS or workflow-driven products in production environments, especially in startup or high growth tech environments
- Experience translating customer feedback into actionable product recommendations
- Exposure to integrations, APIs, operational workflows, or automation tooling
- Manage competing priorities and dynamic timelines across customer support, operational workflows, and product initiatives in a fast-paced environment
- Understanding of Agile development methodologies, sprint planning, backlog management, and cross-functional product execution workflows
- Familiarity with tools such as Linear, Jira, or similar ticketing/project management platforms used for issue tracking and sprint coordination
- Ability to clearly document bugs, workflow gaps, customer feedback, and enhancement requests in a structured and actionable manner
PREFERRED TRAITS
- Customer obsessed with strong operational ownership
- Comfortable navigating ambiguity and evolving processes
- Detail-oriented with strong follow-through
- Naturally collaborative and execution-focused
- Passionate about improving workflows and operational efficiency
- Flexible schedule availability to help support customers and internal teams across both East Coast and West Coast operating hours as business needs evolve
WHAT SUCCESS LOOKS LIKE
- Customers receive timely, high-quality operational support
- Product and Engineering teams have clear visibility into workflow gaps and customer pain points
- Issues are resolved with urgency and strong ownership
- Ellie deployments become more stable, scalable, and operationally mature
- Customer adoption and workflow engagement continue improving over time
- Customer go-lives and deployments are executed successfully with strong operational coordination and readiness management
- KPIs tied to customer adoption, workflow execution, support responsiveness, deployment health, and operational performance are actively monitored, tracked, and communicated
WHY JOIN US
- Help shape how AI products operate inside real-world logistics workflows
- Work directly with Product, Engineering, and Leadership teams
- Gain exposure to operational AI systems, automation, and product execution
- High ownership and visibility within a fast-growing company
- Opportunity to help define the operational foundation of a category-defining platform