Sustainment Lead
Skills
- Proven experience building sustainment/support models for software or enterprise platforms
- Systems thinking with ability to understand upstream and downstream impacts
- Strong written and verbal communication to translate technical concepts for non-technical stakeholders
- Cross-functional coordination across product, engineering, enablement, and third-party vendors
- Organizational skills with attention to detail and ability to manage multiple priorities
- Experience with ERP or large enterprise platform implementations
- Exposure to hardware development or operations-heavy environments
- Familiarity with KPI design, issue triage, and change management processes
- Stakeholder and vendor management experience
Responsibilities
- Own and execute the post-go-live sustainment plan, ensuring system stability and incremental improvements.
- Lead hypercare activities immediately after launch and transition to continuous sustainment.
- Act as central coordinator across enterprise systems product teams, business process architects, and enablement groups.
- Establish governance, triage, and change-management workflows for issues and enhancement requests.
- Facilitate cross-team communication to align ERP and adjacent system workflows and roadmaps.
- Partner with technical leads to understand architecture constraints and prioritize enhancements.
- Monitor adoption, identify enablement gaps, and coordinate training or enablement remediation.
- Develop and maintain KPIs, dashboards, and reporting for post-implementation success and business impact.
- Proactively monitor product performance and address issues before they affect users.
- Document sustainment processes, procedures, and escalation paths.
- Ensure compliance, data integrity, and operational readiness for audits and major milestones.
- Serve as the primary escalation point for complex support cases and cross-functional issues.
Education
- Bachelor's degree in Computer Science, Information Technology, Business, or related field, or equivalent experience
- Experience in product, program, or operations management preferred
Benefits
- Comprehensive medical, dental, and vision plans (US roles) with low to no employee cost
- Basic life/AD&D and long-term disability fully covered; optional additional coverage
- Generous PTO and company holiday calendar including December hiatus
- 16 weeks paid Caregiver & Wellness Leave
- Family planning and parenting support (fertility, IVF, adoption, gestational carrier)
- 24/7 mental health resources, therapy, and life coaching
- Professional development stipend
- Company-funded commuter benefits (region-dependent) and relocation assistance where eligible
- 401(k) retirement plan (US roles) and competitive equity grants for full-time offers
Average salary estimate
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