Director of Delivery Operations

Summary

Join NLX, a conversational AI technology platform startup, as a Delivery Team leader. You will line manage Customer Success Managers and Solution Engineers, ensuring their success in delivering exceptional customer experiences. Key responsibilities include capacity planning, compliance oversight, process optimization, risk management, and quality control. The role requires a strong background in customer success, leadership, and resource management within a SaaS environment. Success in this position will contribute directly to NLX's revenue growth and customer satisfaction. This is a remote-first position with a team spread across North America and Europe.

Requirements

• Bachelor's degree in Business Administration, Computer Science, Information Technology, or related field
• 8+ years of experience in customer success, professional services, or delivery operations, with at least 5 years in leadership roles
• Proven track record of managing customer-facing teams, particularly CSMs and Solution Engineers
• Experience in resource capacity planning and utilization optimization
• Strong understanding of SaaS operational models and customer success metrics (NPS, NSAT, NRR)
• Experience developing and implementing operational runbooks and standardized proces
• Demonstrated ability to build and maintain partner relationships and delivery channels
• Proficiency in analyzing performance metrics and implementing quality control measures
• Experience with support ticketing systems and escalation management
• Excellent communication skills with the ability to interface effectively with internal teams, customers, and externally

Responsibilities

• Line manage Customer Success Manager and Solution Engineer populations
• Capacity Planning for CSM and Solution Engineer Engagement Weekly tracking of resource utilization and work requirements against billing customers and NLX platform deployment errata
• Alignment with selling motion to ensure timely execution of customer adoption of the NLX platform
• Ownership and oversight of compliance with the Operational runbook Fine tuning our onboarding process and contractual commitments of service to customers in partnership with the sales process
• Organic management, including training of CSMs and SEs, of the best practices and compulsory behavior components of the customer onboarding and support process
• Risk management of the commitments we make to customers with regard to cost, expertise, resource availability, and project timelines
• Quality Control Measuring expected results: . Performance of our teams Quality of the work of the CSM/SEs OQ: How do we measure creativity?
• Efficiency vs Effectiveness
• Results vs Activity
• NPS/NSAT/NRR$
• Quality of the work of Pass-through Partners Accreditation
• Efficiency vs Effectiveness
• Relationship performance metrics (how well are we working together, our confidence in them)
• Feedback loops
• Performance of the Platform against the customer’s desired experience and outcome. Lessons learned/Product feature requests/documentation
• Feedback loop on open issue tracking
• Ownership of the support ticketing system and escalation feedback loop
• Interface with Partner Delivery Accreditation Collaboration with M Butler. C Bollich
• Establishing the standards and heartbeat communications mechanisms governing our performance with partners in the aggregate and at the deal level regarding interface with our CSMs and SEs
• Teaming structure with our CSM/SEs
• Macro lessons learned and communicated across partners. Ie not learning the same lessons multiple times
• Profitability - Collaboration with FCTO teams. Pass through rate/subsidy contribution capture. Alignment with target

Preferred Qualifications

• Master's degree in Business Administration, Technology Management, or related discipline
• Experience in conversational AI, CX technologies, or enterprise software industry
• Background in managing both direct and partner delivery channels
• Knowledge of professional services financial management, including pass-through rates and profitability metrics
• Certification in project management methodologies (PMP, Agile, Scrum)
• Experience implementing and refining customer onboarding processes
• Strong understanding of enterprise-level contractual service commitments
• Track record of scaling delivery operations in a high-growth environment
• Experience with PLG (Product-Led Growth) strategies and customer feedback loops
• Proven ability to balance customer satisfaction with business profitability objectives