Senior Director, Customer Delivery

Summary

Join fabric, a next-generation commerce platform, as a Sr. Director of Customer Delivery. Lead and transform Customer Delivery, Success, and Support teams, leveraging AI and automation to accelerate customer progress and ensure positive outcomes. Oversee the entire implementation lifecycle of fabric's commerce platform, guiding strategy and execution across onboarding, enablement, support, and retention. Collaborate with Engineering, Product, and Marketing teams to deliver high-impact, AI-powered solutions. This leadership role requires a deep understanding of retail technology and a proven ability to manage complex implementations. If you are driven by retail transformation and excel where technology meets customer experience, this is your opportunity to shape the future of enterprise commerce.

Requirements

• 10+ years of leadership experience in enterprise Retail SaaS, customer delivery & solution architecture
• Proven experience driving automation initiatives (ideally using AI) within customer-facing teams
• Deep expertise in Retail Stack: OMS, WMS, TMS, RMS, ERP
• Strong technical acumen across API-first architecture, applied AI/ML
• A track record of leading complex implementations with speed and quality
• Strong analytical and problem-solving skills: Ability  to query and interpret data, derive actionable insights
• Experience under pressure: Proven ability handling high- pressure customer escalations, SI disengagements, and delivery failures, ensuring accountability and recovery plans
• Business & Economics Focus: Budget planning, cost control, and ROI-driven decision-making and ability to convert new requirements into Change Requests
• Operational Excellence: Experience in scaling delivery operations, optimizing SLAs, KPIs, and service quality while minimizing operational risks
• Customer advocate mindset, ensuring satisfaction and fostering key partnerships across all fabric customers to increase retention and satisfaction
• Empathetic, hands-on leader who brings clarity, transparency, and accountability to every initiative
• Adaptability & Resilience, thriving in high-pressure environments and adjusting to rapidly changing business needs
• Expert communicator and influencer across technical and business stakeholders
• Comfortable operating in ambiguity

Responsibilities

• Oversee the full lifecycle of onboarding and implementation—from requirements through go-live
• Build and manage project plans, resourcing strategies, and execution roadmaps—backed by intelligent workflows
• Serve as a strategic partner to customers to help solve their business problems using your domain, business and technical expertise
• Define, budget, and document detailed project plans and requirements to manage technical design, architecture, and implementations for customer deliverables
• Communicate project plans and requirements to all fabric stakeholders (Product, Engineering, Sales, and Solution Engineering) for sign-off
• Own operational metrics, delivery frameworks, and Correction of Errors (COE) processes grounded in systems thinking
• Direct Product/Engineering and SIs (partner agencies) to secure resource allocation for development and implementation needs
• Oversee program management of deployment, testing, and successful rollout of customer implementations

Preferred Qualifications

Strong understanding of Shopify ecosystem

Benefits

• Competitive compensation packages
• PTO and Holiday plans
• Benefits packages which include Medical, Dental, Life, and Vision
• Wellness & Technology Programs
• 401k Program
• Fast-paced, fun and collaborative environment
• A team invested in you both personally and professionally