Office Manager and Team Assistant (60% - 80%)

Aurelian

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 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 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 and Y Combinator. 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 page and follow us on LinkedIn 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

Aurelian

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 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 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 and Y Combinator. 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. ABOUT THE ROLE As a Customer Success Manager (remote, based in the Pacific time zone and within 1 hour of a major airport), you are the long-term partner to the customers who rely on Aurelian. You take the relationship forward after handoff from the Implementation Manager six weeks after the customer goes live and own it from there; you ensure that every customer gets extraordinary value from our platform, renews with confidence, and grows their investment over time. You’ll manage a portfolio of 20-30 accounts within a regional territory, and you'll be the person your customers trust to understand their world and advocate for their success. This is an early-stage role, which means there’s no finished playbook waiting for you. You'll help build the processes, standards, and frameworks that define Customer Success at Aurelian. If you see open space as an opportunity rather than a gap, you’ll thrive here, but it’s certainly not for everyone. While the company is headquartered in Seattle, Customer Experience (Implementation, Customer Success, Customer Support) is a national, remote team. Your peers will be the Customer Success Managers of the Central and Eastern regions, and you will report to the Head of Customer Experience.   WHAT YOU'LL DO * Own renewals and customer growth. You’ll lead the full renewal cycle and build the case for it long before a contract is up so renewing feels like a natural next step, not a negotiation. You’ll spot opportunities to expand what customers do with Aurelian, introduce them to products that fit their needs, and partner with our sales team to bring those opportunities to life. * Keep customers healthy. You’ll stay close to how your customers are doing through platform data, the conversations you have, the feedback they share, and your own instincts. You’ll catch risks early and act on them before they grow, and you’ll help design the health-tracking systems we use to do this well across the team. * Run strategic relationships. You’ll establish a rhythm of meaningful, well-prepared meetings with each customer that demonstrate real, measurable value. You’ll visit customers on-site to deepen relationships and understand their operations and opportunities firsthand. * Be the product expert. You’ll know Aurelian deeply and help customers continuously optimize how they use it. You’ll carry their feature requests back to our engineering team with clear context, surface ideas of your own based on patterns you see across your accounts, and close the loop when their needs are met. * Champion the customer and the company. You’ll advocate for your customers internally while keeping them excited about the road ahead. You’ll surface great customer stories for our marketing team, grow a network of customers willing to serve as references, and help turn quiet successes into visible ones. * Build the function. You’ll document what works, codify lessons from every renewal and review, and shape the Customer Success playbook for yourself and your teammates, both current and future. You’ll do what it takes to ensure customers are well taken care of, including handling frontline support (responding to customer feedback) for your accounts. As we build out a dedicated support team, this responsibility will evolve and transition. WHAT WE'RE LOOKING FOR * Experience in 9-1-1/public safety – you have meaningful experience inside a PSAP/9-1-1 center, and you bring a customer-centric mindset thanks to history in Customer Success-adjacent roles at another company serving PSAPs. * A builder’s mentality – you’re energized by creating something from scratch and having real influence over how the role, the team, and the company take shape. * Exceptional communication – you run productive meetings and write clearly and concisely. You’re as comfortable presenting to senior leaders as you are talking with frontline staff. * Analytical instincts – you’re comfortable working with data to spot trends, build a narrative, and back up your recommendations. You bring savvy with AI tools and an openness to using them in new ways. * A proactive disposition – you don’t wait for problems to find you. You track them down and act. * Based in the Pacific time zone, less than one hour from a major airport, with a willingness to travel (~10%) to customer sites and regional events as the work requires. To learn more about what it's like to work at Aurelian, visit our About Us page and follow us on LinkedIn 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

Aurelian

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 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 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 and Y Combinator. 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 We're hiring a Tech Lead / Engineering Manager to lead a small pod and own a key surface area of the product. This is a hands-on, player-coach role on a path to a full EM seat. You'll write code every week, set technical direction, mentor your pod, and help with hiring. ~70% IC and 30% leadership to start - the hands-on phase is the runway, not the destination.   This role is for the engineer who already leads without the title - you mentor other engineers, you drive projects that need coordination across people, you're who teammates go to before they go to their manager. You want your next chapter to be about growing a team, without having to put the keyboard down on day one. If that's you, we want to talk.   WHAT YOU'LL BE DOING * Lead a small pod. 3-4 engineers in your surface area. Own technical direction and code review. As the team grows, you'll pick up 1:1s, growth plans, and performance work. * Stay hands-on. Ship code, review code, debug production issues. You should never get more than a few days away from the codebase. * Develop the engineers around you. Pair, mentor, coach. Help the engineers on your pod grow toward bigger scope and impact. * Be involved in hiring for your team. Help us bring in the next engineers on your pod. * Work directly with customers. Our users are 9-1-1 dispatchers and PSAP administrators. You'll visit dispatch centers, watch how they use the product, and use that context to drive what your team builds next. * Grow into a full EM seat. As we scale, you'll move into a fuller Engineering Manager scope - more reports, less code, more strategy. WHO WE'RE LOOKING FOR * Leadership spike. 3+ years of software engineering. You've already led on your team - formally or informally. You've mentored other engineers, owned a project that needed coordination across people, or driven a change that didn't have a clear owner. * Wants to grow into management. You want the management path - growing other engineers, running a team, eventually owning a full EM seat. * Strong, capable engineer. You can land in our codebase fast and ship. You read code well, reason about architecture, and care about the craft. * High ownership and pragmatic urgency. You see a problem, figure out the right thing to build, and drive it to completion. You take responsibility for outcomes, not just your code. * Clear communicator. You can explain a technical decision to a non-technical stakeholder. You write design docs other people actually read. * Customer empathy. You genuinely like understanding how people use software. You're energized by customer conversations, not drained by them. To learn more about what it's like to work at Aurelian, visit our About Us page and follow us on LinkedIn 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