Senior Director, Customer Delivery - Remote

Overview

fabric is on a mission to revolutionize commerce for everyone, empowering businesses to deliver exceptional customer outcomes. As a Senior Director of Customer Delivery, you will lead the Customer Delivery, Success, and Support teams, overseeing the implementation lifecycle of fabric’s commerce platform.

In Short

• Lead the Customer Delivery, Success, and Support teams.
• Oversee the full lifecycle of onboarding and implementation.
• Build and manage project plans and execution roadmaps.
• Serve as a strategic partner to customers.
• Define and document project plans and requirements.
• Communicate project plans to all stakeholders.
• Own operational metrics and delivery frameworks.
• Oversee program management of deployments.
• Drive automation initiatives within customer-facing teams.
• Ensure customer satisfaction and retention.

Requirements

• 10+ years of leadership experience in Retail SaaS.
• Proven experience with automation initiatives, ideally using AI.
• Deep expertise in Retail Stack: OMS, WMS, TMS, RMS, ERP.
• Strong technical acumen across API-first architecture.
• Experience leading complex implementations.
• Strong analytical and problem-solving skills.
• Experience handling high-pressure customer escalations.
• Business focus with budget planning and ROI-driven decision-making.
• Operational excellence in scaling delivery operations.
• Empathetic and hands-on leadership style.

Benefits

• Opportunity to lead transformative initiatives in e-commerce.
• Work with a talented and passionate team.
• Competitive salary and benefits package.
• Impactful role in a growing company.
• Flexible work environment.