At a Glance
- Tasks: Lead lifecycle governance for exciting tech deployments and ensure smooth project progression.
- Company: Join a forward-thinking company with a collaborative culture and innovative solutions.
- Benefits: Enjoy 25 days holiday, a 9% pension, and a cycle to work scheme.
- Other info: Work remotely with a supportive team and opportunities for personal growth.
- Why this job: Make a real impact in a role that drives clarity and stability across projects.
- Qualifications: Experience in programme governance or PMO leadership is a plus; strong documentation skills are essential.
The predicted salary is between 60000 - 75000 £ per year.
We are hiring a Watchtower Lead to oversee lifecycle governance across all active deployments. This role sits within Customer Success and plays a critical part in ensuring projects progress in a structured, predictable way. You will be responsible for maintaining clear stage gates, ensuring required documentation and approvals are in place, and providing visibility across a growing portfolio of concurrent deployments. As deployment volume increases, this role provides consistency, transparency, and sequencing discipline across the organisation. You will work closely with senior stakeholders to ensure standards are upheld and that progression between stages is evidence-based and clearly documented.
Responsibilities
- Lifecycle Gate Oversight
- Maintain lifecycle gate structure within our deployment platform
- Ensure required documentation and evidence is submitted prior to progression
- Verify authorised sign-off documentation
- Pause progression where readiness criteria are not met
- Maintain a clear and accurate view of gate status across all deployments
- Escalation Governance
- Categorise escalation types and themes
- Track escalation ageing and resolution progress
- Identify systemic patterns or repeat issues
- Surface structural risks to Customer Success leadership
- Ensure escalations are visible, managed, and documented
- Concurrency & Portfolio Visibility
- Maintain a real-time view of all active deployments
- Track lifecycle stage distribution
- Identify bottlenecks or sequencing pressure points
- Provide structured reporting to the VP Customer Success
- Support informed capacity planning discussions
- Process & Audit Development
- Short-term focus: Strengthen evidence submission discipline; Ensure documentation completeness and traceability
- Long-term focus: Develop structured audit trails within the lifecycle system; Introduce periodic governance reviews; Formalise reporting cadence; Support continuous improvement of process maturity
- Team Leadership
- Manage an offshore Project Coordinator
- Establish structured governance rhythms across time zones
- Ensure documentation standards are consistent and scalable
Objectives & Success Measures
Success in this role is measured through stability, clarity, and predictability. Key indicators include:
- High lifecycle gate compliance
- Reduction in late-stage rework
- Improved escalation visibility and ageing control
- Clear, accurate portfolio reporting
- Reduced reactive firefighting across deployments
We are seeking candidates with experience in one or more of the following:
- Programme governance
- PMO leadership
- Operational risk management
- Quality systems governance
- Manufacturing programme control
- Lean or process transformation environments
Candidates should demonstrate:
- Experience operating within structured delivery frameworks
- Confidence to challenge constructively when standards are not met
- Strong written documentation capability
- Calm, balanced judgement under pressure
- Experience working across functions and time zones
Not Required. You do NOT need:
- Coding capability
- AI engineering expertise
- Sales background
- Site-based technical engineering experience
Governance discipline and structured thinking are more important than technical depth.
What we provide
- 9% pension
- Cycle to work Scheme
- EAP Scheme
- 25 days holiday plus your birthday off
- An opportunity to grow your skills with some of the most exciting thought leaders from the technology industry
- A collaborative culture where you are supported, given constructive feedback to develop your skills and be part of a team where you can influence change
- Work with an industry disruptive solution which has a massive impact on our clients
- An industry with a lot of ‘white space’, selling into organisations that don’t currently have a digital solution.
- Autonomy and scope to continuously improve our processes, ways of working, and to delight our customers.
- Support with training & development to stay ahead of industry trends in technology and operational techniques.
Remote Watchtower Lead in Dundee employer: Thingtrax
As a Remote Watchtower Lead, you will join a forward-thinking company that prioritises employee growth and collaboration within a dynamic work culture. With benefits such as a generous pension scheme, 25 days of holiday plus your birthday off, and opportunities to learn from industry leaders, this role offers the chance to make a significant impact while enjoying a supportive environment that values your contributions and encourages continuous improvement.
StudySmarter Expert Advice🤫
We think this is how you could land Remote Watchtower Lead in Dundee
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Thingtrax. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Thingtrax before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Remote Watchtower Lead in Dundee
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Thingtrax:Your cover letter is your chance to shine! Tell us why you want to work at Thingtrax specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Thingtrax!
How to prepare for a job interview at Thingtrax
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
