Director, Customer Success & Delivery

• Provide executive oversight of end-to-end delivery operations, ensuring service quality, operational rigor, and alignment with strategic and client commitments.
• Establish and continuously improve governance frameworks, delivery standards, and project controls to ensure scalable and compliant execution.
• Lead complex, high-impact initiatives and enterprise projects, ensuring cross-functional alignment, risk mitigation, and successful delivery within scope, timeline, and quality expectations.
• Direct delivery planning including resource allocation, capacity forecasting, dependency management, and prioritization of key initiatives.
• Monitor performance metrics to identify trends, resolve bottlenecks, mitigate risks, and drive continuous operational improvement.
• Ensure readiness for new initiatives, regulatory changes, and delivery model enhancements through proactive stakeholder coordination.
• Provide executive reporting and insights to senior leadership to support strategic decision-making and portfolio oversight.
• Define team goals, performance expectations, and capability development plans while fostering a culture of continuous improvement and knowledge sharing.
• Lead, coach, and develop a high-performing team, ensuring strong leadership, training, and retention strategies.
• Serve as an executive escalation point, strengthening client relationships and ensuring resolution of complex issues and risks.
• Participate in client and prospect engagements, providing thought leadership and strategic guidance.
• Ensure service standards, SLAs, and delivery outcomes are consistently met across key accounts.

Requirements:

• Bachelor’s degree in Business, Operations, Risk Management, or a related field.
• 10–15 years of experience in delivery management, operations, or program/project leadership roles.
• 5–7 years of proven leadership experience managing teams in a matrixed or multi-disciplinary environment.
• Strong expertise in insurance operations, compliance, regulatory frameworks, and industry standards.
• Experience developing governance structures and leading complex enterprise-level projects.
• Proven ability to partner with Sales on proposals, RFPs, and solution design initiatives.
• Strong analytical, organizational, communication, and influencing skills.
• Ability to lead through ambiguity while driving accountability and operational excellence.
• Experience coaching, developing, and retaining high-performing teams.
• Industry certifications (CPCU, CIC, PMP, Agile, or equivalent) are strongly preferred.

Benefits:

• Competitive annual salary ranging from $120,948 to $205,026, plus bonus eligibility.
• Comprehensive health coverage including medical, dental, and vision, fully paid for employees from day one.
• 401(k) retirement plan with employer matching, vested immediately.
• Generous PTO policy including paid holidays and floating holidays.
• Fully remote work environment within the United States.
• Strong focus on professional growth, learning, and leadership development.
• Opportunity to work in a high-impact role within a growing global organization.
• Direct exposure to senior leadership, clients, and strategic enterprise initiatives.