Senior Director of Customer Operations – Delivery

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of delivery and customer results across Hypori's federal initiatives, which encompass deployment, onboarding, adoption, support, and renewal.

• Lead, recruit, and nurture program managers and delivery personnel, establishing clear objectives and execution standards.

• Act as the primary contact for federal program offices and mission stakeholders, including in classified environments.

• Develop the delivery playbook, outlining implementation methodologies, program governance, success metrics, and key performance indicators for deployment times, adoption rates, and customer satisfaction.

• Oversee program scope, timelines, risks, and contract deliverables; keep clients updated through regular program assessments.

• Assist with accreditation and authorization processes, including ATO packages and security documentation, collaborating with clients and Hypori's security team.

• Collaborate with Engineering, Product, Support, and Sales to address escalations and integrate mission requirements into the product roadmap.

• Work alongside Sales and Contracts on renewals, recompetes, and expansions; lead the delivery strategy in proposals.

• Coordinate with prime contractors, integrators, and partners for joint deployments.

• Report on program health, delivery metrics, and renewal projections to the executive team.

• Report directly to the SVP of Customer Success.

⛳️ Requirements

• A minimum of 10 years in customer success, program delivery, or professional services, with at least 5 years in leadership roles.

• Active TS/SCI clearance (U.S. citizenship is required).

• Proven experience in delivering software or SaaS programs to the Department of Defense or Intelligence Community.

• Demonstrated ability to manage complex, multi-stakeholder programs in alignment with contract specifications, schedules, and budgets.

• Comprehensive understanding of federal acquisition processes and the contract lifecycle, including renewals and recompetes.

• Familiarity with federal security standards such as IL5, FedRAMP, the Risk Management Framework, and the ATO process.

• Possess an executive presence and exhibit clear, confident communication skills with senior government and military officials.

• Flexible hybrid or remote work arrangement with travel up to 40% to client locations.

• Preferred: experience with mobile, BYOD, VDI, or zero trust deployments.

• Preferred: experience operating within classified networks and environments such as JWICS or SIPRNet.

• Preferred: background in building or expanding a delivery or customer success function within a high-growth SaaS organization.

• Preferred: military service or civilian experience within the Department of Defense or Intelligence Community.

🏝️ Benefits

• Medical insurance.

• Dental insurance.

• Vision insurance.

• Parental leave.

• Life and disability packages.

• 401(k) plan with employer-matching contributions that vest from the first day of employment.

• Annual performance bonus mainly based on company-wide results.

• Investment in tools and skill development for employees and managers.

• Reasonable accommodations for applicants with disabilities.