Director of Customer Delivery

About Our Client

Our client is a leading platform designed to modernize the administrative operations of government. They are on a mission to maximize the effectiveness of government operations at all levels, bringing greater efficiency, compliance, and data insights to today’s government leaders. Join the team if you're eager to work in a fast-paced, innovative environment and help drive impactful changes.

About The Role

The company is looking for a Director of Customer Delivery to lead their implementation and delivery efforts for government agency customers. This is a hands-on leadership role where you'll manage a team of project managers while also running complex implementation projects yourself.

You'll be the strategic partner customers rely on to successfully deploy the platform in their organizations. This isn't about following rigid processes — it's about listening to customers, adapting on the fly, and ensuring every implementation feels like a true partnership.

What You'll Do

• Lead and develop a team of 3-5 project managers who coordinate customer implementations
• Run implementation projects yourself as an individual contributor for complex or high-stakes deployments
• Partner with government agencies to map their procurement and project processes onto the platform
• Coordinate cross-functional delivery teams including solution engineers and product resources
• Collaborate closely with Product Success Leads (PSLs) to ensure co-delivery success and that your project managers support PSL objectives
• Navigate tough conversations when scope changes, timeline adjustments, or expectation management is needed — including stepping in personally for critical customer realignment discussions
• Ensure customer success through UAT, training, go-live, and ongoing support phases
• Adapt delivery tactics in real-time based on customer needs and project realities
• Serve as accountability partner to executive leadership on delivery excellence and customer satisfaction
• Report weekly on customer delivery health, escalating issues and opportunities to the directors roundtable and executive leadership
• Champion customer partnership over rigid process adherence in all interactions

The Work Environment

You'll be working closely with government agencies who are transforming how they handle procurement and project management. These are complex organizations with established processes, and your job is to help them successfully transition to the platform while feeling supported and equipped throughout the journey.

You'll work in close partnership with Product Success Leads (PSLs), who own the delivery quality and user experience standards. Your team will coordinate with PSLs to ensure seamless co-delivery and that what was promised to customers gets delivered with excellence.

You'll report directly to the CEO, with significant autonomy to make day-to-day decisions while collaborating on larger strategic choices. You'll also participate in weekly directors roundtables, providing visibility into delivery health and escalating challenges that need executive attention.

RequirementsWho They're Looking For

• You're a proven team leader with 3+ years of experience managing delivery or implementation teams
• You have a consultant mindset — you listen first, adapt quickly, and focus on customer outcomes
• You're comfortable being both a manager and individual contributor, jumping between strategic oversight and hands-on project work
• You excel at customer-facing interactions and can handle difficult conversations with professionalism and empathy
• You have high emotional intelligence (EQ) and are naturally charismatic — customers trust and connect with you
• You're a self-starter who thrives in ambiguous situations and takes initiative without being asked
• You're highly adaptable and thrive when project requirements shift or unexpected challenges arise
• You have experience with complex B2B implementations or similar customer delivery processes
• You can coordinate cross-functional teams without direct management authority, including supporting co-delivery partnerships
• You're customer-obsessed and measure success by customer satisfaction, not just timeline adherence
• You communicate clearly and proactively, especially when things don't go as planned

Benefits

• Salary: $165,000-$195,000
• 100% benefits coverage for employee
• 401K Profit Share plan
• Flexible PTO
• Home office stipend

Note:

“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”