Head of Solutions

Location: London - Reports to: Founder & CEO

About Lua

Lua is the Agent OS. We build digital employees — agents that do a real job end to end: they read a company’s own systems, make the decision, take the action, and get a little better every time they run. Not chatbots that answer questions — digital workers that do the work, on the company’s own data and workflows, and everything they build stays owned by the business. Teams write their logic on Lua (agents, skills, tools, jobs, webhooks, guardrails) and we run the hard parts underneath: infrastructure, multi-provider model orchestration, data, channels (WhatsApp, Slack, Email, Instagram, Messenger, a voice-capable website widget, HTTP API) and monitoring.

Our customers are the companies that run their markets - the operator of one of the world's most visited heritage sites, a major travel-and-hospitality group, the largest supermarket chain in its country, a listed conglomerate spanning healthcare and consumer goods, large regional banks, social-commerce companies and a microinsurer covering over a million people - across Africa, the Middle East and South Asia. Together they employ 64,000+ people and turn over $5bn+ a year, and they all want the same thing: to be AI-native on the systems they already run, with nothing to rip out. Backed by Y Combinator, we’ve raised $5.8M. This is a chance to build the playbook, not inherit one.

The role

This is not a role about scaling a services team in step with the customer count. It’s the opposite. You own Lua’s productized solutions – the repeatable vertical patterns that let a three-week go-live become the template the next entity inherits at near-zero marginal cost. Every engagement either draws from an existing solution or becomes one. Your job is to make the second, third and tenth deployment of a pattern nearly free – through reusable solution templates, a lean network of in-house and partner delivery leads, and Lua’s own agents doing the implementation work wherever they can. Success is measured by how little it costs to say yes to the next customer, not how many people you hired to do it.

You own the arc end to end: the solution design at the point of sale, the path to a live and adopted system, the senior relationship that renews it, and the loop that feeds everything we learn back into the product. The Solutions Architecture function sits under you, so the design we sell and the system we ship are one person’s mandate.

What you’ll own

• Own the solution catalogue. Define, build and maintain Lua’s productized verticals – the repeatable solution patterns customers deploy from. Decide what gets templatized, what stays bespoke, and drive the share of every new deployment served by existing solutions upward over time.
• Own solution design, sale to ship. Lead the Solutions Architecture function: the design a customer buys is the design they get. Close the sold-to-deliverable gap by owning both sides of it, not coordinating across them.
• Drive marginal cost to near-zero. Build the delivery model – reusable templates, a lean in-house and partner developer network, and Lua agents that do onboarding, configuration, testing and monitoring – so each additional entity, portfolio company or market costs a fraction of the last.
• Own customer outcomes. Own each engagement from signature to a live, adopted, renewing system across every market. Own post-launch health: adoption, expansion and renewal.
• Be the senior face of Lua. Chair steering and governance meetings, keep customer leadership confident, and be the person they trust to make it right when something goes wrong. Build relationships that outlast any single project and turn a steady account into a growing one.
• Lead a lean, distributed team. Lead and project-manage delivery leads and engineers across frontier and developed markets, in-house and partner – sized to leverage, not to demand.
• Centralise vs. localise. Set solution and delivery standards centrally while allowing appropriate local and regional adaptation, across differing data-residency and regulatory requirements per market.
• Feed the product. Capture what the field learns and turn it into a product – new solution patterns, platform primitives, and the agents that make the next deployment cheaper still.

The KPIs you’ll own

• Repeatability / marginal cost. Share of each new deployment served by existing solutions, and the marginal cost - in people and time - of the next entity, portfolio company or market. This is the one that matters most; the rest are how you get there.
• Time-to-value. Days from kickoff to a first acknowledged business outcome - and how fast that number falls as the catalogue matures.
• Gross retention / CSAT. Customers renewing, expanding, and telling you the outcome was real.
• Automation ratio. Share of implementation work done by Lua agents rather than people - trending up.
• Delivery health (guardrails). Margin and on-time delivery kept healthy; rework / escalation rate falling as solutions harden. Utilization as a management lens once the basics are sound - never as the thing you optimise for.

What we’re looking for

We need someone who thinks like a product leader and can run a delivery org – in that order. You’ve delivered complex technical systems in the real world, but your instinct when you see the same work twice is to build the thing that removes it, not to staff it.

Solutions and product leverage

• You’ve owned a productized-solutions or platform-delivery function – turning bespoke work into repeatable patterns – and can point to the marginal cost you drove down, not just the volume you shipped.
• You reach for leverage before headcount: templates, platform primitives, automation, and - at an Agent OS company - agents that do the work. You’d rather build the system that does the tenth deployment than hire the person who does it.
• You can assess and challenge solution architecture, and you understand production operations: reliability, observability, governance, data isolation.

Delivery and execution credibility

• 10+ years across technical delivery, professional services, solutions or implementation, including building and scaling teams, processes and playbooks, and hiring both junior and senior developer talent – with sound judgement on what to centralise vs. let local teams adapt.
• You’ve owned delivery outcomes and their KPIs: time-to-value, retention, quality and consistency – and you’ve led the recovery of at‑risk deployments.
• You’ve operated multi-market, across differing data-residency and regulatory requirements – not single-geography.

Executive relationship management

• You are as comfortable pitching to a customer’s C-suite as coaching a junior engineer. You can chair a room of C-level executives and leave them more confident than they walked in.
• When something goes wrong, you front the hard conversation, own the problem, and rebuild trust rather than deflect.
• You’ve owned post-launch customer health and turned steady accounts into growing ones.
• You’re available to travel internationally to meet customers in person.

Nice to haves

• You’ve thrived in a start-up environment.
• You’ve delivered AI / LLM / agent systems in production, including evals and governance of non-deterministic systems.
• You’ve built delivery or solutions for a developer-first or technical product.
• Formal delivery credentials (PMP, PRINCE2, MSP or similar) - welcome, not required.

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