Sr Director of Customer Operations & Delivery

Hypori

4d • $200,000 - $230,000 • Hybrid

About The Position

Hypori is seeking a mission-driven, operationally rigorous Senior Director of Customer Operations and Delivery to lead post-sale delivery for its federal programs, from deployment and accreditation through adoption, support, and renewal. The role leads program managers and delivery staff serving Department of War and Intelligence Community customers, and reports to the SVP of Customer Success.

The Senior Director will build and scale the delivery engine for growing federal programs, ensuring mission customers succeed and renew. This includes establishing delivery methods, program governance, success criteria, and performance metrics; managing program execution and customer relationships; supporting accreditation and authorization work; and coordinating across internal teams and external partners. The position is hybrid or remote and requires travel to customer sites up to 40%.

Requirements

• At least 10 years of experience in customer success, program delivery, or professional services, including at least 5 years leading teams.
• Active TS/SCI clearance; U.S. citizenship is required.
• Experience delivering software or SaaS programs to the Department of War or Intelligence Community.
• Track record managing complex, multi-stakeholder programs against contract requirements, schedules, and budgets.
• Working knowledge of federal acquisition and the contract lifecycle, including renewals and recompetes.
• Familiarity with federal security requirements such as IL5, FedRAMP, the Risk Management Framework, and the ATO process.
• Executive presence and clear, confident communication with senior government and military leaders.

Nice To Haves

• Experience with mobile, BYOD, VDI, or zero trust deployments.
• Experience with classified networks and environments such as JWICS or SIPRNet.
• Experience building or scaling a delivery or customer success function at a high-growth SaaS company.
• Military service or Department of War or Intelligence Community civilian experience.
• TS/SCI is also listed as preferred, though the qualifications section requires an active TS/SCI clearance.

Responsibilities

• Own delivery and customer outcomes across federal programs, including deployment, onboarding, adoption, support, and renewal.
• Lead, hire, and develop program managers and delivery staff; set goals and maintain high execution standards.
• Serve as the senior point of contact for federal program offices and mission owners, including in classified settings.
• Build the delivery playbook, including implementation methodology, program governance, success criteria, and KPIs for deployment time, adoption, and customer health.
• Manage program scope, schedules, risks, and contract deliverables, and keep customers informed through regular program reviews.
• Support accreditation and authorization work, including ATO packages and security documentation, with customers and Hypori’s security team.
• Partner with Engineering, Product, Support, and Sales to resolve escalations and bring mission requirements into the product roadmap.
• Work with Sales and Contracts on renewals, re-competes, and expansions, and own the delivery approach in proposals.
• Coordinate joint deployments with prime contractors, integrators, and partners.
• Report program health, delivery metrics, and renewal forecasts to the executive team.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Parental leave
• Life and disability packages
• 401(k) plan with employer-matching contributions that vest starting from the first day of employment
• Annual performance bonus, primarily contingent upon company-wide performance
• Investment in tools and skills for employee development and people management

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed