Director of Delivery

Summary

Join Tonkean as their Director of Delivery and lead the implementation, engagement, and professional services teams. You will define and execute the vision and strategy for these teams, ensuring successful customer project delivery. Responsibilities include developing scalable delivery processes, overseeing projects, serving as a point of escalation for complex challenges, and partnering with cross-functional teams. You will also lead efforts to scale the delivery function by hiring top talent and leveraging resources. This role requires a Bachelor's degree in a technical field or equivalent experience, 10+ years of experience in customer delivery, and proven success managing complex technical projects. Tonkean offers a competitive compensation package, including a base salary, performance-based incentives, equity opportunities, and a comprehensive benefits package.

Requirements

• Bachelor’s degree in a technical field (e.g., Computer Science, Information Systems, or Engineering) or equivalent work experience
• 10+ years of experience in customer delivery, implementation, or professional services roles, with at least 5 years in a leadership position managing multiple teams or organizations
• Proven track record of successfully managing complex technical implementation projects in a SaaS enterprise technology environment
• Experience working with enterprise clients at the Director, VP and Executive levels of Fortune 1000 companies
• Hands-on experience delivering tailored, non-templated project roadmaps for unique customer needs
• Strong technical acumen, with experience in no-code/low-code platforms and process automation tools
• Exceptional ability to design, analyze, and enhance process diagrams and workflows in collaboration with customers to maximize value delivery
• Expertise in process optimization, customer success, and scaling delivery operations
• Outstanding problem-solving and decision-making skills, with a focus on delivering measurable value to both customers and internal stakeholders
• Strong communication skills, with the ability to articulate complex concepts effectively to both technical and non-technical audiences
• Self-starter who thrives in a fast-paced, independent environment where trust and accountability are key
• Passionate about creating exceptional employee and customer experiences
• A customer-centric mindset, with the ability to uncover nuanced pain points and deliver innovative solutions tailored to each client’s needs

Responsibilities

• Define and execute the vision and strategy of Tonkean's implementation, engagement, and professional services teams, aligning with company objectives and ensuring the successful delivery of customer projects
• Develop and optimize processes to to scale delivery operations effectively as Tonkean grows its customer base
• Oversee customer projects to ensure they are delivered on time, within scope, and exceed quality and satisfaction standards
• Serve as the point of escalation for complex implementation challenges, providing strategic guidance and solutions
• Partner with product, engineering, and sales teams to improve customer onboarding workflows and service delivery processes
• Identify and implement tools, methodologies, and best practices to enhance operational efficiency and process excellence
• Lead efforts to scale the delivery function by hiring top talent, engaging with implementation and integration partners, and leveraging domestic and international resources
• Foster a culture of collaboration, professional development, and accountability across the delivery organization
• Become certified on the Tonkean platform and champion its value in customer engagements

Preferred Qualifications

• Master’s degree
• Relevant certifications such as PMP (Project Management Professional), PRINCE2, Agile/Scrum certifications, ITIL, Six Sigma, or process improvement methodologies

Benefits

• Unlimited PTO and flexible working hours
• Remote office setup stipend
• Tonkean provides each employee with a new MacBook Pro
• $175,000 - $200,000 a year
• This role offers a competitive compensation package, including a base salary, performance-based incentives, and equity opportunities
• Tonkean also offers a comprehensive benefits package to support the well-being of our employees