Job Summary
We are seeking an energetic and strategic leader to serve as the Director of Customer Delivery & Operations. In this pivotal role, you will oversee the end-to-end customer experience, ensuring seamless service delivery across multiple channels.
You will oversee customer implementations, project management, delivery operations, customer communication, implementation methodology, and operational processes while partnering closely with engineering and executive leadership.
Success in this role means customers always know where their projects stand, engineers have clear priorities, delivery becomes predictable, and the CEO is no longer responsible for managing day-to-day implementation activities.
This role is ideal for someone who enjoys building systems, improving processes, mentoring project managers, and creating operational excellence within a fast-growing software company.
Responsibilities
Customer Delivery
- Own the successful delivery of all customer implementations.
- Lead customer kickoff meetings and executive status reviews.
- Ensure every project has a defined scope, timeline, owners, risks, and success criteria.
- Manage customer expectations throughout the implementation lifecycle.
- Identify and proactively resolve project risks before they impact delivery.
Operational Leadership
- Build companies customer delivery organization.
- Develop standardized implementation methodologies and playbooks.
- Create repeatable onboarding and implementation processes.
- Establish operational KPIs and delivery dashboards.
- Improve implementation speed, quality, and customer satisfaction.
Project Leadership
- Lead, mentor, and develop Project Managers and Project Coordinators.
- Establish project management standards across the organization.
- Ensure consistent communication with customers throughout every implementation.
- Drive accountability across engineering, delivery, and customer success teams.
Executive Reporting
Provide weekly executive reporting on:
- Project health
- Customer satisfaction
- Delivery risks
- Resource utilization
- Upcoming go-lives
- Escalations
- Operational metrics
Continuous Improvement
- Identify bottlenecks affecting delivery.
- Recommend process improvements.
- Build automation where appropriate.
- Improve implementation documentation.
- Create scalable operational workflows that support company growth.
Required Qualifications
- 8+ years leading software implementations or customer delivery organizations.
- 5+ years managing technical Project Managers or implementation teams.
- Proven experience building delivery processes in a growing SaaS company.
- Experience managing multiple enterprise software implementations simultaneously.
- Strong understanding of APIs, integrations, cloud software, and technical project delivery.
- Excellent executive communication and customer management skills.
- Demonstrated success building operational processes rather than simply following existing ones.
Preferred Experience
Experience with one or more of the following:
- Healthcare technology
- Veterinary software
- Laboratory Information Systems (LIS)
- HL7
- Middleware
- Integration platforms
- AWS
- Jira
- Confluence
The Ideal Candidate
You naturally think ahead.
When others see tasks, you see systems.
You anticipate problems before customers discover them.
You enjoy creating structure where none exists.
You believe that excellent customer communication is just as important as technical excellence.
You are equally comfortable speaking with engineers, executives, and customers.
You take ownership, create accountability, and build organizations that scale.
Join us as we strive to deliver outstanding customer experiences through innovative operations management!
Pay: From $1.00 per year
Benefits:
- Flexible schedule
- Paid time off
Work Location: Hybrid remote in Pinecrest, FL 33156
