Delivery and customer operations
Implementation specialist
Configures, trains and supports customers through rollout.
- Level
- L2 Practitioner
- Owns small outcomes end-to-end.
- Industry equivalent
- Mid-level, professional (no prefix)
- Typically 2 to 5 years
- Role family
- Delivery and operations
- Hiring window
- Build-out
- Q4 2027 to Q3 2029 · Register interest
What we expect at L2: Owns small outcomes end-to-end.
Independently delivers a feature slice, workflow improvement, or analysis with minimal supervision.
Impact and scope
What you own and how far your decisions reach.
- Owns a small outcome from definition to delivery.
- Understands users and constraints well enough to propose options.
- Flags trade-offs and risks with sensible recommendations.
Execution and delivery
How you plan, execute, and ship.
- Plans work, sets expectations, and meets commitments.
- Uses instrumentation, logs, QA, or operational checks to validate outcomes.
- Coordinates small changes across systems when needed.
Craft and quality
Correctness, maintainability, and professionalism.
- Writes maintainable work with tests, SOP updates, and clear documentation.
- Improves existing systems instead of only adding new ones.
- Uses standards and shared components to reduce bespoke complexity.
Collaboration
How you communicate, align, and work with others.
- Works effectively across functions and time zones.
- Writes clear updates: what changed, why, and how to operate it.
- Contributes to constructive reviews and decisions.
Security and trust
How you protect data, users, and the organization.
- Applies secure defaults and least privilege consistently.
- Understands how work affects privacy and compliance.
- Treats observability data as potentially sensitive.
Growth and leadership
How you learn, mentor, and raise the bar.
- Mentors peers informally through pairing, shadowing, or reviews.
- Builds reusable knowledge: templates, runbooks, and playbooks.
- Owns a skill area and keeps it current.
Delivery and operations
Implementation, customer delivery, program operations, and incident leadership.
Typical titles at L2
Implementation specialist | Customer support specialist
Examples of the work
- Solution design and deployment planning
- Operational readiness and training
- Incident leadership and stakeholder comms
- Continuous improvement via feedback loops
Service lens
- Operational excellence is a product feature: runbooks, training, and readiness.
- We speak in outcomes, risks, and mitigations - not just tasks.
- We never hide risk; we surface it early with options.
Register interest
It takes about five minutes. You need your CV. We do not ask for your nationality, date of birth or a photo.
We have your application.
A confirmation is on its way to your inbox. A person on our People team reads every application, and we will email you if we would like to talk.