Sr Director of Customer Operations & Delivery

Role overview Own post-sale delivery and customer outcomes for complex government software programs, from implementation and authorization through adoption, support, and renewal. You will lead program managers and delivery staff, serve as a senior partner to customer leaders, and build repeatable practices that help programs scale.

Responsibilities - Direct deployments, onboarding, adoption, support, and renewal planning across federal customer programs. - Hire, coach, and manage delivery teams, setting clear objectives and expectations for execution. - Act as a senior contact for government program offices and mission owners, including in classified settings. - Create delivery methods, governance, success measures, and reporting for deployment timelines and customer health. - Manage program scope, schedules, risks, budgets, and contractual commitments; communicate progress through regular reviews. - Coordinate accreditation materials and security documentation with customers and internal security specialists. - Work across product, engineering, support, sales, contracts, and external delivery partners to resolve issues, inform product plans, and support renewals or expansions. - Report program performance and renewal outlook to executive leadership.

Requirements - 10 or more years in customer success, program delivery, or professional services, including at least 5 years leading teams. - Active TS/SCI clearance and U.S. citizenship. - Experience delivering software or SaaS programs to defense or intelligence customers. - Record of managing complex programs with multiple stakeholders, contractual obligations, schedules, and budgets. - Working knowledge of federal acquisition and contract lifecycles, including renewals and recompetes. - Familiarity with federal security authorization, such as IL5, FedRAMP, the Risk Management Framework, and ATO processes. - Confident communication with senior government and military leaders.

Nice to have Experience with mobile, BYOD, VDI, zero trust, or classified networks; experience scaling a SaaS delivery function; or prior military or government intelligence service.

Benefits and work setup Hybrid or remote, with travel to customer sites of up to 40%. Benefits include medical, dental, and vision coverage, parental leave, life and disability insurance, and a retirement plan with employer matching. Compensation includes a base salary and performance bonus.