Vice President, Customer Delivery

Talkdesk

5d • $262,000 - $477,000 • Onsite

About The Position

As the Vice President of Customer Delivery, your primary mission is to define and execute a comprehensive global customer delivery strategy aligned with Talkdesk’s business objectives, driving exceptional customer ROI, adoption, and sustainable enterprise growth. Operating at the executive level, you will manage, lead, and scale a global, multi-departmental delivery organization encompassing Global Professional Services, Agentic Delivery, Forward Deployed teams, and other technical delivery capabilities.
You will own Talkdesk's global customer delivery organization, directly leading the evolution and execution of our global unified delivery model across core CCaaS and AI/agentic solutions, with particular focus on scaling our Agentic Delivery and Forward Deployed capabilities. Reporting directly to the Chief Product, Technology & Customer Officer, you will act as a pivotal executive leader—bridging high-level technical architecture and product innovation with on-the-ground customer execution.
As AI continues to be a core part of our portfolio and we expand our agentic capabilities, you will build on and scale proven delivery methodologies and Forward Deployed models to drive greater consistency, accelerate time-to-value, and deliver measurable customer outcomes across our portfolio.

Requirements

• 15+ years of progressive leadership experience in Professional Services within global SaaS or cloud enterprise environments, including 5+ years in a senior executive role (VP or SVP).
• Strong technical foundation and demonstrated ability to lead highly technical customer delivery organizations, engage deeply with Product and Engineering teams, and credibly navigate enterprise architecture, integrations, AI/agentic solutions, and complex deployment environments.
• Master's degree or MBA highly preferred; Bachelor's degree required.
• Exceptional communication, persuasion, and C-suite negotiation skills. Proven ability to translate complex technical, product, and operational concepts into clear business value for enterprise executives.
• Demonstrated success leading complex, large-scale enterprise implementations and evolving global delivery models across multiple products, technologies, and customer segments, including technical and Forward Deployed delivery motions.
• Deep understanding of enterprise AI delivery (including Generative AI, LLMs, and agentic frameworks), contact center operations (CCaaS/UCaaS), enterprise software implementations, and customer retention strategies.
• Strong analytical and executive decision-making skills with a track record of implementing innovative solutions to overcome structural, operational, or deployment bottlenecks.
• Proven ability to build, manage, and inspire large, distributed, multi-tiered global delivery organizations.

Responsibilities

• Lead the strategy and execution of Talkdesk’s global delivery model across CCaaS and AI/agentic solutions, including Agentic Delivery and Forward Deployed teams, establishing scalable, repeatable deployment methodologies and a consistent customer experience across our portfolio.
• Act as a key catalyst for organizational change, evolving our delivery capabilities as we scale AI and agentic solutions alongside our core CCaaS offerings, building the technical and Forward Deployed capabilities required to deliver increasingly complex AI solutions and ensure enterprise customers accelerate time-to-value and achieve measurable ROI.
• Optimize the delivery operating structure and capabilities to meet the changing needs of our product portfolio and customers, bringing together the right Professional Services, technical, and cross-functional resources around customer outcomes.
• Work in direct partnership with Product and Engineering executive leaders to translate real-world deployment insights, customer edge cases, and field feedback into actionable product roadmap priorities.
• Formulate and implement overarching strategies to continuously elevate the customer delivery experience, driving successful implementation, adoption, accelerated time-to-value, and measurable customer outcomes.
• Own the overall success of the global customer delivery function. Apply broad business acumen to make strategic, enterprise-wide decisions that impact multiple functions and drive the company's long-term growth and profitability goals.
• Develop, manage, and optimize global multi-million dollar budgets across customer delivery, balancing revenue targets and gross margins while driving operational efficiencies and delivering regular financial and operational reporting to senior leadership.
• Provide executive oversight for complex and high-impact customer implementations, ensuring teams are aligned on scope, execution, risks, and outcomes. Step in directly with customers when needed to remove delivery barriers, resolve critical escalations, and ensure successful execution.
• Collaborate seamlessly with Sales, Revenue, Product, and Marketing leaders to align pre-sales expectations, execute smooth customer handoffs, ensure successful delivery, and identify opportunities to improve customer outcomes.
• Drive talent strategy across the global delivery organization by recruiting, developing, and retaining world-class leaders and practitioners.
• Provide strategic direction, mentorship, and executive succession planning while fostering an inclusive, transparent culture centered on accountability, high-quality execution, and AI fluency.

Benefits

• Medical, Dental, Vision, Life and Disability Insurance, Employee Assistance Program (EAP).
• 401(k) plan
• Uncapped paid time off program for exempt employees and an accrual-based program for non-exempt employees; both are subject to manager approval and consistent with business needs.
• 14 paid holidays each year.
• Exempt employees have uncapped paid time off and non-exempt sick leave follows accrual standards; both are subject to manager approval and consistent with business needs.

What This Job Offers

• Job Type: Full-time
• Career Level: Executive