Implementation Manager - West Coast

ABOUT AURELIAN Aurelian builds AI tools that help 911 centers handle more with less, so telecommunicators can stay focused on what matters most and communities get the response they need. AVA https://www.aurelian.com/ava is a conversational AI agent that answers non-emergency calls; the agent routes, triages, and resolves the calls without any human intervention. By handling administrative calls like noise complaints, lost dogs, and parking inquiries, AVA eliminates hold times and lets call-takers focus their energy on actual emergencies. CORA https://www.aurelian.com/cora supports call-takers on the calls that matter most. CORA is an on-screen assistant that delivers real-time SOP checklists, smart reminders, and contextual guidance as an emergency call unfolds, so dispatchers stay calm, consistent, and confident when every second counts. When AVA detects an emergency mid-call, it transfers the caller to a telecommunicator and passes along the caller details, location, incident type, and key statements directly into CORA. The call-taker never starts from scratch. The problem we're solving is serious. The average emergency communications center is 30% understaffed nationwide. Staffing shortages drive burnout and attrition, which makes the shortage worse. Meanwhile, 60-80% of the calls coming in aren't even emergencies at all. Aurelian addresses both sides of that equation: AVA reduces unnecessary call volume, and CORA makes every emergency call more manageable for the people handling it. Aurelian is live in centers across the country, answering thousands of non-emergency calls every day, and is backed by New Enterprise Associates https://www.nea.com/blog/aurelian-ai-agents-powering-the-911-call-centers-of-the-future and Y Combinator https://www.ycombinator.com/companies/aurelian. Aurelian is growing rapidly; we are hiring people who want to help scale this work and make a real difference in public safety infrastructure for communities across the country. WHY JOIN US As an Implementation Manager at Aurelian, you’ll own customer deployments from end to end. You take over once the contract is signed and see your customers through to fully live. This is a hands-on, technical role. You won’t just coordinate implementations; you will personally configure and drive end-to-end software implementations, while also training users directly onsite on how to utilize the Aurelian solution to its full extent. You’ll play a critical role in driving change management within customer organizations, helping centers adopt new workflows, navigate operational shifts, and successfully implement systems in real-world, high-stakes environments. This is not a traditional project management role. This role is best suited for someone who: - Enjoys digging into systems and workflows and making things work in ambiguous areas - Is comfortable owning problems and outcomes end-to-end - not just escalating them - Can move fluidly between customer conversations and technical execution This is an individual contributor role and does not include people management. This is a territory-based role covering the West Coast. Given the travel requirements (~25%), we're looking for someone based on the West Coast (PT or MT time zones), ideally living within 45–60 minutes of a major airport. WHAT YOU’LL BE DOING - Own end-to-end implementations from kickoff through go-live - Define project plans tailored to each customer’s unique needs, resources, and desired outcomes - Personally configure and deploy Aurelian’s solution and dashboards in customer environments - Translate real-world emergency response workflows into system configurations. - Resolve issues across APIs, integrations, and data flows - Work cross-functionally with engineering, product, marketing, vendors, and customers to unblock progress - Ensure milestones and deliverables are met on time and at a high standard of quality - Perform risk management and proactively implement corrective actions - Drive timelines and stakeholder communication without losing technical depth - Identify gaps in implementation processes and build scalable playbooks, documentation, and repeatable workflows to improve how we deploy - Contribute beyond individual implementations by improving team-wide processes and resources - Conduct in-person training sessions and knowledge transfer for client teams WHO WE’RE LOOKING FOR: - 2-6 years of experience in implementation, technical project/account management, or similar customer-facing roles - Strong technical fluency (SaaS platforms, integrations, system behavior) - Practical working knowledge of software implementations and technical concepts - Experience working directly with customers in technical environments - Ability to translate complex workflows into working system configurations - High ownership mindset – you take responsibility for outcomes, proactively step in where needed, and contribute beyond your immediate scope - Comfortable operating in ambiguity and fast-moving environments - Serve as a trusted advisor to customers – guiding them toward best-practice solutions with empathy and sound judgment, while using thoughtful influence to drive successful onboarding and long-term outcomes - Comfortable having direct, constructive conversations to address misalignment, push back when needed, and ensure the right outcomes for both the customer and the business - Analytical mindset and strong problem-solving ability - Excellent written, verbal, and interpersonal communication skills NICE TO HAVES: - Exposure to public safety, operations-heavy, or workflow-driven industries - Background in early-stage and/or high-growth startups - Experience with GIS, telephony systems, or call-handling tools This role requires up to 25% travel (2-3 days/week, 2x/month to conduct onsite training at 9-1-1 centers). To learn more about what it's like to work at Aurelian, visit our About Us https://www.aurelian.com/about page and follow us on LinkedIn https://www.linkedin.com/company/aureliansystem to stay up to date! We encourage you to apply even if you don’t meet every qualification listed above. We believe exceptional people come from many different backgrounds, and we’d rather connect with you than miss the opportunity. Come do the best work of your life and join us in shaping the future of critical technology that truly matters. FOR FULL-TIME ROLES, AURELIAN OFFERS A VARIETY OF BENEFITS, INCLUDING: - Comprehensive Medical, Dental, Vision & Life insurance - 401(k) - Unlimited PTO - Company-wide offsites - Equipment stipend - Relocation assistance - Daily delivered lunches (on us) - Office in Seattle - Start-up Equity