Director, Customer Delivery & Outcomes

Ema

16d

About The Position

Ema is building the world’s first Universal AI Employee — an agentic AI platform that automates complex, cross-system enterprise workflows end-to-end, with humans in the loop where it matters. Unlike copilots or narrow automation tools, Ema deploys production-grade multi-agent systems that integrate deeply with enterprise SaaS platforms and execute real business processes at scale. Our customers don’t experiment — they replace brittle, manual operations with reliable AI systems that deliver measurable outcomes. Founded by leaders from Google, Coinbase, and Okta, and backed by Accel, Section 32, Prosus, Wipro Ventures, and Hitachi Ventures, Ema operates at the frontier of enterprise AI execution. With teams across Silicon Valley and Bangalore, we are defining how agentic AI is delivered responsibly, reliably, and at scale. The Director, Customer Delivery & Outcomes owns a portfolio of strategic enterprise accounts end-to-end: every engagement, every outcome, every relationship, every expansion opportunity. Think of this as the McKinsey Associate Partner model applied to enterprise AI delivery. You are the single point of accountability for your accounts. The customer calls you — not your manager — when they have a problem. You staff delivery teams, oversee solution quality, run executive readouts, measure ROI, drive adoption, rebuild trust when things break, and grow the book through proven production value. This is not a project management role. This is an account ownership role that combines delivery orchestration, outcome ownership, customer leadership, and commercial growth.

Requirements

15+ years in enterprise technology delivery, consulting, account management, or customer leadership.
5+ years owning enterprise accounts end-to-end: delivery, outcomes, relationship, and growth — not individual projects within someone else’s account.
Track record managing or directing delivery teams (Engineering Leads, TPMs, consultants) assigned to their accounts.
Post-go-live outcome ownership: measured ROI, tracked adoption, driven continuous improvement, and rebuilt trust after production issues.
Commercial accountability: grown account revenue through outcome-driven expansion, not just retention.
Enterprise stakeholder management at VP/C-level across multiple concurrent accounts.
Production track record — beyond POCs. Scale and accountability required.

Nice To Haves

Experience with AI, automation, or agentic workflow platforms in production.
Background at a consulting firm (McKinsey, BCG, Deloitte) or enterprise SaaS PS org (ServiceNow, Salesforce, UiPath) in a delivery-heavy account leadership role.
Experience with partner-mediated delivery (delivering through consulting partners to end clients).
Familiarity with enterprise integrations (APIs, auth, CRM/HRIS/ITSM platforms) at a judgment level, not implementation level.
Experience in a scaling startup ($5M–$50M ARR) where account management practices were being built, not inherited.