Delivery Manager - Customer Operations

Genius Sports•New York, NY

6d•Hybrid

About The Position

By bringing together next-gen technology and the finest live data available, Genius Sports is enabling a new era of sports for fans worldwide, delivering experiences that are more immersive, interactive and personalised than ever before. The Delivery Manager is responsible for the successful planning, execution, deployment, and ongoing operational delivery of Genius Sports products and services for customers. The role owns the customer delivery lifecycle from implementation and go-live through post-launch stabilization, seasonal readiness, and the activation of additional products and services. Working closely with Commercial, Product, Engineering, and cross-functional Operations teams, the Delivery Manager serves as the operational delivery lead for assigned customers, ensuring solutions remain healthy, operationally ready, and aligned with customer requirements throughout the partnership.

Requirements

Bachelor's degree in Business, Engineering, Information Technology, Project Management, or a related field, or equivalent practical experience.
5+ years of experience managing complex customer implementations, technical deployments, or operational delivery within a customer-facing environment.
Demonstrated experience leading multiple concurrent customer engagements and cross-functional initiatives.
Strong customer-facing experience, including executive stakeholder management.
Strong understanding and ability to apply project management methodologies.
Proven experience managing project plans, risks, issues, dependencies, and delivery governance.
Excellent communication, organizational, and problem-solving skills.
Experience working across global teams in a fast-paced operational environment.
Experience with Jira, Confluence, Smartsheet, Microsoft Project, or similar project management tools.

Nice To Haves

Experience within sports technology, broadcast technology, SaaS, media, or enterprise software.
Project Management certification (PMP, PRINCE2, Agile, or equivalent).

Responsibilities

Lead the end-to-end delivery of customer implementations from project initiation through go-live, stabilization, and transition into ongoing operations.
Develop and maintain project plans, timelines, resource plans, budgets, and delivery milestones.
Coordinate cross-functional teams across Commercial, Finance, Product, Engineering, Legal, Operations, Supply Chain, and Support, as well as customer teams and external stakeholders, to ensure successful end-to-end customer delivery.
Serve as the primary operational delivery lead for assigned customers, building trusted relationships and acting as the main point of coordination for delivery-related activities.
Monitor the operational health and performance of customer deliverables following launch, ensuring implementation commitments continue to be met.
Lead the cross-functional resolution of complex, customer-impacting operational issues that occur during live service delivery, coordinating internal teams, managing stakeholder communications, driving decision-making, and ensuring timely resolution while minimizing customer impact.
Coordinate and drive resolution of delivery-related issues by engaging the appropriate internal teams and managing communication with customer stakeholders.
Lead seasonal operational readiness activities, including planning, testing, operational reviews, training coordination, venue readiness, and launch preparedness for new seasons and competition restarts.
Manage the operational delivery of additional products, services, and customer enhancements for existing customers, ensuring successful planning, testing, deployment, and adoption.
Coordinate customer change requests and ensure new capabilities are integrated into existing operational workflows with minimal disruption.
Lead go-live planning, cutover activities, hypercare, and post-launch reviews to ensure successful service adoption.
Track project and operational delivery milestones, proactively managing risks, dependencies, issues, and change requests throughout the customer lifecycle.
Facilitate regular customer governance meetings, project updates, operational readiness reviews, and executive status reporting.
Maintain accurate project documentation, implementation records, operational playbooks, and delivery reporting.
Capture lessons learned following deployments, seasonal launches, and service activations, driving continuous improvement across delivery methodologies and operational processes.
Ensure all customer deployments are delivered in accordance with company governance, quality standards, operational procedures, and contractual commitments.
Identify opportunities to improve scalability, standardization, automation, and efficiency across the customer delivery lifecycle.
Partner closely with internal cross-functional teams to ensure a seamless customer experience throughout implementation and ongoing operational delivery.