Sr. Director Client Delivery
About The Position
The Senior Director, Client Delivery is a key senior leader responsible for shaping and executing the strategic direction of client delivery for real estate broker operations. This role ensures the seamless implementation of complex solutions, fosters long-term client relationships, and drives operational excellence across a portfolio of high-impact engagements for our real estate broker solutions. The Senior Director leads a team of senior delivery professionals and collaborates cross-functionally with internal stakeholders to elevate service quality, accelerate time-to-value, and deliver measurable business outcomes for our clients. This role requires a strong leader who combines deep delivery expertise with a strong business acumen to influence product development, streamline delivery methodologies, and scale client operations efficiently within a matrixed, high-growth environment.
Requirements
- Bachelor’s or Master’s degree in Business, Computer Science, Engineering, or a related field; MBA preferred.
- 15+ years of experience in client delivery, implementation, or customer success roles within SaaS, enterprise software, or B2B technology environments.
- 7+ years of senior leadership experience leading cross-functional delivery teams in a matrixed organization.
- Proven experience managing large-scale, complex enterprise implementations with multiple stakeholders and dependencies.
- Familiarity with the mortgage, financial services, or real estate technology industries is highly desirable.
- Demonstrated success in scaling delivery operations and building high-performing teams.
- Deep understanding of project management methodologies (Agile, Waterfall, hybrid models) and relevant tools.
- Exceptional communication, negotiation, and executive presence.
- Ability to think strategically while executing tactically.
Nice To Haves
- Certifications such as PMP, ITIL, or Lean Six Sigma are a plus.
Responsibilities
- Define and execute the strategic vision for client delivery, aligned with organizational goals and growth initiatives.
- Serve as a senior member of the delivery leadership team, contributing to company-wide planning, budgeting, and performance reviews.
- Partner with product, technology, and customer success teams to evolve delivery frameworks, methodologies, and client onboarding experiences.
- Foster a culture of high performance, innovation, and continuous improvement across delivery operations.
- Oversee end-to-end delivery for the most complex client projects, ensuring successful outcomes related to scope, timeline, and quality.
- Serve as an executive sponsor and escalation point for strategic client relationships and high-risk engagements.
- Implement delivery best practices and governance frameworks to ensure repeatable, scalable success across teams and projects.
- Lead, mentor, and grow a high-performing team of managers and delivery professionals.
- Drive organizational development initiatives including talent acquisition, succession planning, and capability building.
- Champion a diverse, inclusive, and collaborative work environment that drives employee engagement and retention.
- Cultivate trusted advisor relationships with key clients, ensuring a deep understanding of their business goals and how our solutions can accelerate their success.
- Collaborate with Customer Success and Sales leadership to support client renewals, expansions, and retention strategies.
- Embed structured mechanisms to capture and act on client feedback to inform product enhancements and service improvement.
- Monitor and report on KPIs, delivery metrics, and SLAs to track performance, quality, and efficiency.
- Identify and eliminate delivery bottlenecks, inefficiencies, and risks through root cause analysis and proactive planning.
- Drive automation, process improvements, and tooling enhancements to optimize delivery scalability and consistency.
Benefits
- Generous PTO and 11 paid holidays, plus well-being and volunteer time off.
- Up to 16 weeks of fully paid parental leave and a baby stipend.
- Multiple medical plan options with mental health and wellness support offerings.
- 401(k) with company match and vesting after one year.
- $400 annual well-being stipend and tuition assistance up to $5,250.
- Recognition Rewards, Referral bonuses, exclusive discounts and more!
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What This Job Offers
Job Type
Full-time
Career Level
Director
