Director, Product Experience & Delivery Management

The Director, Product Experience & Delivery Management will lead the Service Delivery and Product Specialists team to ensure seamless, high-quality service experiences for our clients. This role will oversee the end-to-end service delivery lifecycle, including customer onboarding, account management, issue resolution, and performance optimization. The Director will work closely with cross-functional teams to drive improvements in service delivery, ensuring that contractual SLAs, client satisfaction, and business objectives are consistently met.
This role requires a deep understanding of the customer’s technical needs and business objectives, ability to influence direction on behalf of the customer, and a commitment to fostering strong relationships through proactive customer care and support.

Key Responsibilities:

Strategy & Execution:
•    Develop and execute the service delivery strategy to ensure high-quality, consistent, and scalable service for clients.
•    Lead, mentor, and manage a team of Service Delivery Managers and Product Owners, fostering a culture of client-centricity, accountability, and continuous improvement.
•    Align service delivery objectives with business goals, working with senior leadership to prioritize resources, set targets, and allocate budgets.

Leadership & Team Development: 
•    Lead, inspire, and develop a high-performing support team, including recruiting, training, and coaching to foster a customer-first culture.
•    Build career development and performance management plans for team members at all levels.

Client Relationship Management:
•    Build strong relationships with key clients, acting as a strategic advisor to understand their needs and ensure a positive service experience.
•    Proactively manage client expectations, regularly reviewing and communicating service performance, and addressing any escalations.
•    Oversee the service delivery framework for client onboarding, training, and long-term engagement to ensure a seamless experience.
•    Provide additional product expertise and guidance to customers during product launches.

Supportability and Continuous Improvement:
•    Implement and optimize service delivery processes, tools, and workflows, aiming to increase efficiency and standardization across teams.
•    Collaborate with Product, Engineering, and Customer Success teams to refine and improve product/service offerings based on customer feedback and industry trends.
•    Develop and track performance metrics (KPIs) to ensure adherence to contractual SLAs, identify gaps, and drive continuous improvement initiatives.
•    Drive Supportability in collaboration with Product and Development teams, ensure that how the product is supported is also part of the definition of done for releases.

Risk Management and Compliance:
•    Identify and mitigate potential risks within the service delivery framework, ensuring compliance with all applicable regulations, standards, and internal policies.
•    Prepare and maintain disaster recovery and business continuity plans for uninterrupted service delivery.

Incident Communication & Escalation Management: 
•    Proactively identifying and manage possible escalations, avoiding escalations coming from the field or customers.
•    Ensure effective internal and external incident communications, status updates, and Root Cause Analysis (RCA) management.

Required Skills and Experience:

• Service Delivery Experience: Proven experience in Service Delivery, Customer Success, or Operations within the tech industry, with at least 5 years in a leadership role.
• Technical Aptitude: Strong understanding of the company’s products and technical offerings, with the ability to communicate technical concepts to both technical and non-technical stakeholders.
• Service Delivery Operations: Proven experience managing large-scale service delivery operations with complex, multi-tiered services or products. Strong knowledge of service delivery processes, frameworks, and best practices (e.g., ITIL, Six Sigma).
• Customer-Centric Mindset: Exceptional customer service skills, with a focus on understanding customer sentiment and ensuring SLAs for all aspects of service delivery.
• Problem-Solving: Ability to manage complex customer issues, work cross-functionally with internal teams, and identify creative solutions to meet customer needs.
• Communication and Relationship-Building: Strong interpersonal and communication skills, with the ability to build trust with stakeholders across the company and with customer executives.
• Data-Driven: Experience with Support and service delivery metrics and KPIs, monitoring and alerting tools, and reporting platforms to monitor effectiveness of service delivery programs.
• Leadership & People Management: Strong leadership and people management skills, with experience in coaching & mentoring and developing individuals and teams.

Preferred Qualifications:

• 5+ Years in Service Delivery Management: Must have previous experience driving Service Delivery strategy within Technical Support, Customer Care, Customer Success, or Product Management function in a software-as-a-service (SaaS) environment.
• ITIL Certification: ITIL (Information Technology Infrastructure Library) certification or equivalent experience in service management best practices is highly desirable.
• Bachelor’s Degree in Business, Communications, Information Technology, or a related field; advanced degree preferred.

Salary Range:

The anticipated base salary range for this position is between $130,000 and $195,000. Base salary ranges may vary by geographic location and relevant experience, education, certifications, and seniority as compared to others doing substantially similar work. There is no guarantee an offer will be at the top of the posted range based on the salary analysis.

Here are some of our local benefits:

• Three week's paid time off on top of 12 paid holidays, floating holidays, and holiday allowance increase based on tenure
• Gym membership subsidy
• Medical and dental insurance
• Pet insurance
• Employee Assistance Program
• College Savings Plan
• Travel assistance
• 401(k) with up to 4% employer match