Product Delivery Expert

As a Product Delivery Expert, you will own fast, accurate, and reliable product delivery for Windfall's customers, making sure every data file, model score, and data integration lands on time and right the first time. Working daily in our delivery queues and partnering closely with Customer Solutions Engineers, you'll be the technical expert customers hear from when setup, data readiness, or delivery needs attention, joining calls to solve problems directly with the person doing the work. Your mission is to get customers to value quickly and keep them there, while spotting repetitive manual work and turning it into documented workflows, product feedback, and automation that help Windfall scale. This is a hands-on, customer-facing delivery role for someone with strong data fluency and a structured approach to troubleshooting.

We’re on a mission to change how organizations perceive and use people data. And we hold to our core values of: (1) Be an excellent communicator; (2) Operate with transparency; (3) Provide leverage, not optimization; (4) Win When Our Customers Win; and (5) Act with integrity and trust.

Responsibilities:

• Own end-to-end product delivery for customers, verifying every delivery of data back to the customer
• Monitor and act on customer delivery queues daily, resolving manual-processing alerts and handling exceptions
• Proactively monitor recurring feeds and integrations to catch issues before customers notice them
• Partner with Customer Success Engineers on data readiness, dashboard setup, and delivery investigations
• Join customer calls for onboarding, file issues, data setup, transfers, and ongoing workflows, including pooled coverage for accounts without a dedicated Customer Solutions Engineer
• Own the human-in-the-loop steps that are part of the product experience and execute them accurately every time
• Triage and escalate delivery issues to Engineering with clear reproduction steps and impact, and close the loop with customers once resolved
• Identify repeat manual work, document the pattern, propose automation, and validate the fix with Product and Engineering
• Build and maintain delivery runbooks, QA checks, and customer guidance on file processing and integration changes
• Share delivery insights and patterns with CS and Product to improve processes across the team
• Drive faster time to value by helping new customers reach first value within their first 90 days and minimizing delivery delays, rework, and repeat exceptions, contributing to early NPS, customer health, and retention

Requirements:

• Bachelor’s degree
• 2+ years of experience in product operations, data operations, implementation, or a similar technical, customer-facing role
• Strong data fluency, including file structures, field mapping, record matching, and data quality
• A structured approach to troubleshooting: you form hypotheses, test them, and document what you find rather than trying random fixes
• Exceptional attention to detail and a process-minded approach to recurring work
• A track record of spotting patterns in manual work and turning them into repeatable workflows or systems
• Comfort joining customer calls and explaining technical issues clearly to both technical and non-technical audiences
• Ability to manage a daily queue of time-sensitive work while keeping quality high
• Clear written communication, especially for runbooks, process documentation, and customer guidance

Preferred Requirements:

• Prior startup experience, particularly in B2B SaaS or data companies
• Working knowledge of SQL
• Experience with data onboarding or identity resolution platforms
• Familiarity with file transfer methods and integrations

What You Bring to Windfall:

• Thrives in the challenges of startups, motivated by the opportunity for rapid learning and growth rather than a traditional 9-to-5 routine
• Proactive problem-solver with a focus on delivering value to customers
• Exemplary organizational skills and meticulous attention to detail, coupled with a commitment to task completion and thoroughness
• Outstanding verbal and written communication skills, capable of simplifying complex issues and adjusting communication styles for diverse audiences
• Highly analytical and adept at problem-solving
• Team-oriented attitude, even in remote work settings. Contribute, share expertise, take accountability, and foster empathy in relationships
• Commercial instinct: knows the difference between a service request and an expansion conversation
• Organized enough to carry a large book without letting follow-ups slip; directs work across teams rather than hoarding it