Deployment Success Manager

About the role

You own the end-to-end operational success of clients using ValonOS after go-live, acting as the primary interface between client operations and the Valon product and analytics teams. You are responsible for diagnosing complex operational breakdowns, interpreting regulatory and workflow constraints, and translating ambiguous client problems into concrete, executable solutions. You partner directly with clients to rebuild their servicing workflows around the capabilities of ValonOS, ensuring configurations, training, and process changes are adopted correctly and sustainably. You own the narrative of operational health, defining and tracking the right metrics to prove that the client's business is running better post-go-live than it ever did on legacy systems. You act as the strategic voice of the client within Valon, identifying risks early, uncovering expansion opportunities, and ensuring commercial outcomes are tracked and met. You are the bridge between technology and execution, ensuring that the sophisticated capabilities of ValonOS are translated into day-to-day compliance and efficiency for the client's workforce. You are accountable for the health of the client's mortgage servicing operation, taking ownership of outcomes, not just activities, long after the initial deployment concludes.

Key facts

What you'll do

Investigate and resolve post-go-live operational failures by directly analyzing workflow execution, data anomalies, and system behavior rather than relying on surface-level reports.

Build and refine real-time operational health dashboards in collaboration with analytics partners, translating complex servicing metrics into clear signals of process breakdown or success.

Shadow client operators through live workflow execution to observe firsthand where process, training, or system gaps cause delays, errors, or compliance risk.

Diagnose root causes of process breakdowns by correlating configuration details, user behavior, and regulatory constraints to identify the true source of friction.

Partner with clients to co-develop remediation plans that align process redesign, targeted training, and configuration changes with the capabilities of ValonOS.

Drive adoption of ValonOS features by working directly with client teams to close gaps in usage, ensuring that configured workflows are followed correctly and consistently.

Identify and escalate product gaps or regulatory compliance issues to internal product and policy teams, translating client pain into clear requirements for resolution.

Monitor the impact of interventions by tracking key operational and compliance KPIs, validating that changes lead to measurable improvements in efficiency and risk reduction.

Act as the primary strategic advisor to client leadership on operational health, translating complex servicing workflows and regulatory realities into actionable business insights.

Own the narrative of operational success by clearly communicating progress, risk, and outcomes to client executives, ensuring alignment between technology deployment and business results.

Identify expansion opportunities within existing client relationships by uncovering new use cases where ValonOS can drive efficiency, compliance, or commercial value.

Rebuild legacy process debt by reimagerving workflows through the lens of ValonOS capabilities, ensuring clients operate on the platform as designed rather than maintaining outdated methods.

Coordinate cross-functional responses to critical incidents, aligning analytics, product, and client teams to resolve issues that threaten operational or regulatory compliance.

Establish long-term governance practices with clients, defining how operational health will be monitored, reported, and improved long after go-live.

Requirements

You must have direct experience operating or implementing technology in highly regulated environments such as financial services, banking, or mortgage servicing.

You must have a strong understanding of mortgage servicing operations, including loss mitigation, escrow management, regulatory compliance, and the flow of funds between borrowers, investors, and servicers.

You must be comfortable working with data, including interpreting logs, query results, and operational metrics to diagnose issues and validate fixes.

You must have experience collaborating with distributed product, engineering, and analytics teams, aligning on priorities and communicating progress under conditions of ambiguity.

You must be able to travel up to 20% in the New York area to meet with clients and observe operations where necessary.

You must have excellent written and verbal communication skills, capable of translating complex technical and regulatory concepts into clear narratives for both technical and non-technical audiences.

You must be comfortable making decisions and driving outcomes in situations where information is incomplete, timelines are tight, and stakeholders have competing priorities.

You must have a track record of taking ownership for end-to-end outcomes, demonstrating accountability for both successes and failures without relying on rigid handoffs between teams.

Nice to have

Experience deploying large-scale enterprise software in regulated industries, particularly within financial services or mortgage servicing.

Familiarity with ValonOS, mortgage servicing systems, or core banking platforms, and understanding of how technology is configured to support compliance and workflow execution.

Experience working directly with C-suite stakeholders in enterprise environments, aligning strategic technology initiatives with business outcomes.

Practical notes

This role requires up to 20% travel within the New York area to observe client operations and participate in on-site remediation efforts.

Full-time employment is based in New York, and the role is designed for candidates who can operate independently with minimal structured oversight.

Candidates must be legally authorized to work in the United States without sponsorship for this position.