About The Position
Wire is seeking a Customer Operations Delivery Lead to manage a strategic enterprise client. This role involves end-to-end delivery, leading complex onboarding and rollout initiatives, and serving as the primary point of contact for operational and delivery-related matters, with a strong focus on customer satisfaction and success. The position requires close collaboration with Product, Engineering, and Customer Support teams to ensure smooth escalation management, define delivery priorities, and guarantee SLA compliance. Wire provides a secure communication platform and is looking for individuals passionate about privacy-first technology.
Requirements
- 10+ years of experience in Service Delivery, Customer Operations, or Technical Account Management (ideally in SaaS/Tech).
- Experience in managing complex enterprise clients.
- Experience collaborating with Product & Engineering teams.
- Proficient in dealing with senior stakeholders and escalations.
- Strong understanding of SLA management, service performance monitoring, and reporting.
- Experience with onboarding and rollout of large enterprise projects.
- Experience in triage, escalation management, and cross-functional coordination.
- Experience with delivery planning and release coordination.
- Excellent stakeholder management skills.
- Proactive, solution-oriented approach to work.
- Fluent German and English.
Responsibilities
- Take overall responsibility for one of our strategically most important enterprise clients.
- Ensure excellent service delivery, coordinate cross-functional teams, proactively solve problems, and ensure continuous added value.
- Act as the primary point of contact for our client, ensuring requirements are aligned with Product, Engineering, and Customer Support.
- Take end-to-end responsibility for the delivery and operational performance of a strategic client.
- Serve as the central point of contact for account, relationship management, and escalations.
- Lead a cross-functional team in a matrix structure.
- Drive release planning and customer communication.
- Build strong relationships with senior stakeholders on the client side.
- Identify risks, dependencies, and gaps in the customer experience and implement improvements.
- Ensure clear alignment between customer requirements and business goals.
- Continuously improve our delivery processes for greater scalability and efficiency.
- Lead complex onboarding and rollout projects for enterprise clients.
- Prioritize features, bug fixes, and improvements in coordination with Product and Engineering.
- Manage critical issues and escalate them to senior management.
- Be responsible for service performance, including SLAs, reporting, and continuous improvement.
Benefits
- Annual training budget of EUR 1,000 for professional development.
- Urban Sports Club membership.
- Flexible working models: Work from our Berlin office or remotely within Germany.
- Commitment to equal opportunities, diversity, and an inclusive environment.
- Fresh daily breakfast, fruit, snacks, and barista-quality coffee in the Berlin office.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
