Sr. Director, Customer Delivery

12+ years in post-sales, customer success, implementation or service delivery leadership, including 5+ years leading leaders.

Experience running a 200+ person customer-facing delivery organization with a 24/7 or follow-the-sun coverage model, ideally spanning the United States and India.

You have owned a retention or time-to-value number at company level and can describe the specific mechanism you used to move it — not the dashboard you built to watch it.

You have run both a high-volume advisor or agent motion and a named-account customer success book, and you understand why they need different management systems.

Fluency in capacity modeling: occupancy, shrinkage, adherence and queue availability. You argue a staffing shape from data rather than from headcount requests.

Track record of improving throughput and outcomes during a period of flat or declining headcount.

You inherit strong managers well. You grow the people you are given rather than replacing them by default.

Experience serving SMB and agency customers at volume. Our customer is a marketing agency or a small business owner, not an enterprise procurement team.

Analytically self-sufficient — comfortable in the data, and willing to be wrong on the record about a forecast.

Ability to thrive in a fast-paced, remote-first global environment, managing multiple stakeholders.

Bachelor's degree or equivalent experience in a SaaS environment.

Proficiency with standard business tools (Google Suite, Zoom, Slack) and CRM or service platforms; familiarity with HighLevel is a plus.