Summary

Reporting directly to the CDO, our Delivery Engine Director of Strategic Programs (DSP) ensures that multiple strategic and tactical initiatives are managed to world class completion. You will act as an analyst, consultant, and program manager while providing support to the CDO and Delivery Engine leadership team (including Development, QA, Professional Services, Hosting/IT, Customer Support, and Customer Success), drive transformation programs, and enhance internal operations, analytics, reporting and insights.

The mission of the Delivery Engine DSP is to increase the effectiveness and productivity of the Operations Teams by providing organizational design, processes, tools, technology and supporting services that will enable our companies to achieve their transformation goals. During a project, you will assume department-level responsibilities for one or more functions, leading teams, implementing process and systems, hiring staff, engaging with customers, and serving as a company leader.

To make this possible, you should be adept at leading projects with timelines, accountability, and passion. The right candidate will balance their analytical and interpersonal skills and thrives in a fast-paced, dynamic environment designed to scale for rapid organic and inorganic growth.

Responsibilities

• Review / Assess State of Delivery Engine functions
  • Assess current org structure and team
  • Assess current and proposed tech stacks
  • Assess case lifecycle, self-service, and support best practices
  • Assess SDLC, Agile methodology and QA automation
  • Assess implementation methodology, project management, and capacity planning of the Professional Services teams
  • Assess current PS forecasting process, revenue, and billable utilization
  • Assess At Risk, Renewals programs
  • Assess Hosting / IT cost and org structure
  • Review and revise metrics, dashboards, KPIs
  • Review and revise priorities
• Act as the interim leader of one or more functions within the DE, until a go-forward resource can be hired
  • Participate in hiring DE leadership, including future replacement
  • Onboard, train and mentor replacement
  • Implement org structure, build, and train teams
  • Implement PS forecasting cadence, process, and deliverables, including agile forecasting
  • Implement DE metrics, dashboards, PEQs and KPIs
  • Implement High Potential (HIPO), On-Demand Talent (ODT), and On-Demand Project (ODP) hiring / resourcing programs
  • Partner with CDO to implement management cadence (Weekly Tactical, Daily Check-in, 15-5, Quarter/Monthly commitments, PEQs, and QBRs)
  • Maintain, expand, and tailor library of best practice playbooks for the DE
  • Directly engage with customers, customer escalations, and externally facing partners
• Drive cross-functional programs linked to the Delivery Engine
  • Sponsor the business systems program for the DE function (drive business requirements, testing and change management activities)
  • Drive acquisition integration workstreams related to Delivery Engine
  • Ensure Sales and Professional Services are tightly aligned on estimating, sales and contracting processes for PS
  • Ensure Customer Support, Professional Services, and Engineering provide the appropriate feedback loop for Voice of the Customer
  • Ensure Product Management and Engineering alignment during roadmap process
  • Provide guidance during annual budget cycle and layer cake analysis

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

• Mental Agility – Must have a keen intellect and be comfortable with complexity; adept at tackling new challenges and solving problems
• Work Ethic - Ability to operate in a fast-paced environment with a proven track record of generating high-quality results
• Leadership - Ability to lead through influence and through change; exhibits a professional presence and the ability to communicate successfully with all levels of leadership
• Communication – Excellent verbal and written communication skills, with the ability to tailor messaging from end-user to executives and board members
• Analysis – Must have world class analytic skills to combine data from multiple sources, create rigorous data models, analyze data for trends and anomalies and present business-oriented conclusions to leadership

Qualifications

Minimum qualifications:

• 7 years in an operational role at a high-growth software company, with an emphasis on professional services, customer success or customer support
• Ability to execute at a strategic level and operate in the weeds; easily able to shift from one approach to the other
• Solid project management skills, having managed and successfully delivered multiple, complex projects on-time and on-budget
• Proven track record of successfully managing to financial targets with a demonstrated understanding of key financial measures
• Ability to drive change and lead through influence in a matrixed environment
• Demonstrated ability to implement best practices and activity-based metrics
• Advanced Excel and PowerPoint skills
• Open to travel

Preferred qualifications:

• Systems migration and implementation experience
• Experience working at a PE-backed company