Director, Customer Success & Delivery

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Director, Customer Success & Delivery in United States.

This senior leadership role is responsible for overseeing end-to-end delivery operations, customer success outcomes, and enterprise project execution across a complex, multi-disciplinary environment. You will ensure that client engagements are delivered with consistency, quality, and operational excellence while aligning closely with strategic business objectives. Acting as a key bridge between clients, sales, product, and technology teams, you will strengthen long-term partnerships and ensure seamless execution of large-scale initiatives. The role combines strategic oversight with hands-on leadership of governance, performance management, and continuous improvement. You will guide matrixed teams, manage cross-functional priorities, and ensure delivery frameworks scale effectively across the organization. This is a high-impact position suited for a leader who thrives in operational complexity, client-facing engagement, and transformation-driven environments.

Accountabilities:

• Provide executive oversight of end-to-end delivery operations, ensuring service quality, operational rigor, and alignment with strategic and client commitments.
• Establish and continuously improve governance frameworks, delivery standards, and project controls to ensure scalable and compliant execution.
• Lead complex, high-impact initiatives and enterprise projects, ensuring cross-functional alignment, risk mitigation, and successful delivery within scope, timeline, and quality expectations.
• Direct delivery planning including resource allocation, capacity forecasting, dependency management, and prioritization of key initiatives.
• Monitor performance metrics to identify trends, resolve bottlenecks, mitigate risks, and drive continuous operational improvement.
• Ensure readiness for new initiatives, regulatory changes, and delivery model enhancements through proactive stakeholder coordination.
• Provide executive reporting and insights to senior leadership to support strategic decision-making and portfolio oversight.
• Define team goals, performance expectations, and capability development plans while fostering a culture of continuous improvement and knowledge sharing.
• Lead, coach, and develop a high-performing team, ensuring strong leadership, training, and retention strategies.
• Serve as an executive escalation point, strengthening client relationships and ensuring resolution of complex issues and risks.
• Participate in client and prospect engagements, providing thought leadership and strategic guidance.
• Ensure service standards, SLAs, and delivery outcomes are consistently met across key accounts.

Requirements:

• Bachelor’s degree in Business, Operations, Risk Management, or a related field.
• 10–15 years of experience in delivery management, operations, or program/project leadership roles.
• 5–7 years of proven leadership experience managing teams in a matrixed or multi-disciplinary environment.
• Strong expertise in insurance operations, compliance, regulatory frameworks, and industry standards.
• Experience developing governance structures and leading complex enterprise-level projects.
• Proven ability to partner with Sales on proposals, RFPs, and solution design initiatives.
• Strong analytical, organizational, communication, and influencing skills.
• Ability to lead through ambiguity while driving accountability and operational excellence.
• Experience coaching, developing, and retaining high-performing teams.
• Industry certifications (CPCU, CIC, PMP, Agile, or equivalent) are strongly preferred.

Benefits:

• Competitive annual salary ranging from $120,948 to $205,026, plus bonus eligibility.
• Comprehensive health coverage including medical, dental, and vision, fully paid for employees from day one.
• 401(k) retirement plan with employer matching, vested immediately.
• Generous PTO policy including paid holidays and floating holidays.
• Fully remote work environment within the United States.
• Strong focus on professional growth, learning, and leadership development.
• Opportunity to work in a high-impact role within a growing global organization.
• Direct exposure to senior leadership, clients, and strategic enterprise initiatives.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether? Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. #LI-CL1