Senior Director, Customer Delivery - Remote

Overview

The Senior Director of Customer Delivery at fabric will lead the Customer Delivery, Success, and Support teams, driving a transformative shift in enterprise software implementation and customer experience.

In Short

• Lead the Customer Delivery, Success, and Support teams.
• Oversee the full implementation lifecycle of fabric’s commerce platform.
• Build and manage project plans and execution roadmaps.
• Serve as a strategic partner to customers to solve business problems.
• Communicate project plans to all stakeholders for sign-off.
• Own operational metrics and delivery frameworks.
• Direct Product/Engineering for resource allocation.
• Oversee program management of deployment and testing.
• Drive automation initiatives within customer-facing teams.
• Ensure customer satisfaction and retention.

Requirements

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

Benefits

• Opportunity to lead a transformative shift in e-commerce.
• Work with a brilliant team passionate about making a difference.
• Competitive salary and benefits package.
• Collaborate with cross-functional teams.
• Engage in a dynamic and rapidly changing environment.