Launch Systems Architect

8+ years experience in product launch coordination, especially within a customer support environment (internal and/or external)
Experience in shipping or maintaining tools and automations (dashboards, ETL pipelines, low-code apps) that eliminated manual work and scaled beyond a single team
Familiarity with ChatGPT & LLMs as co-developers, rapidly turning natural-language ideas into working code or queries
Background in data science or data architecture—familiar with designing schemas, validating data quality, and applying statistical methods to turn raw signals into actionable insights
Skilled at building relationships with Product, Engineering, and Operations teams
Passionate about customer advocacy and experience translating customer feedback into strategic product insights
Strong bias for automation and ability to defend governance decisions that keep data and processes healthy as they grow
Ability to thrive in a fast-moving, ambiguous environment where priorities can shift quickly

Coordinate product launches across internal User Operations teams and external partners to guarantee seamless execution and support readiness
Architect launch-readiness systems that streamline formerly manual processes, replacing ad-hoc docs and meetings with automated workflows, dashboards, and alerting to build for scale
Develop and implement scalable feedback loops between support, product, and engineering so customer insights are continuously integrated into product strategy
Serve as the voice of the user, advocating for customer needs and pain points in cross-functional discussions
Prototype quickly—leveraging ChatGPT, Jupyter notebooks, Retool, and other tools—to prove value before hardening with Engineering
Stand up data pipelines that capture sentiment, ticket trends, and BPO insights, routing actionable signals back to Product within hours—not weeks
Collaborate cross-functionally with Product, Engineering, Marketing, Legal, and Operations to align on launch goals, timelines, and readiness metrics
Identify risks and challenges during rollouts, proposing solutions that safeguard customer experience and service levels
Continuously automate, replacing every repetitive touchpoint with scripts, agents, or LLM-powered flows

Enjoy working cross-functionally
Skilled at building relationships with Product, Engineering, and Operations teams
Passionate about customer advocacy and have experience translating customer feedback into strategic product insights