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New York, New York, United States
Hybrid
Department Focus:
The Customer Delivery team at Deliverect is a dedicated group of seasoned professionals committed to driving unparalleled success for enterprise businesses. Leveraging a deep understanding of large-scale needs, we craft seamless technical integration plans that streamline processes, reduce errors, and elevate operational efficiency, directly contributing to our clients' ambitious business goals. Our holistic approach encompasses expert project management, technical proficiency, and continuous improvement, ensuring quality and mitigating risks while we collaborate closely with customers to tailor our services to their unique requirements, providing ongoing support and customization to maximize their platform benefits and achieve significant gains in customer satisfaction and ROI.
Your Impact:
As the Head of Customer Delivery for the Americas, you will lead Deliverect's largest, most complex implementation initiatives across North America and Latin America, directly accelerating time-to-value and safeguarding enterprise revenue. Serving as the primary executive escalation point and delivery architect, you will bridge technical and operational gaps across internal teams, POS/delivery partners, and enterprise client executives to ensure predictable, high-impact go-lives. In this pivotal role, you will also harness AI-driven innovations and establish scalable onboarding frameworks that empower regional implementation teams to deliver consistent, top-tier customer outcomes at scale.
Own and direct Deliverect's highest-visibility, highest-complexity Enterprise implementation projects across NOAM and LATAM from kickoff through stabilization, serving as the primary delivery authority and managing senior executive stakeholders on all sides (approx. 30% of time).
Partner side-by-side with regional Implementation Heads and Leads to design, standardize, and continuously refine Mid-Market and Enterprise onboarding motions, establishing repeatable playbooks, staffing models, and proactive risk-management frameworks across the Americas (approx. 25% of time).
Spearhead the adoption of AI-driven automation tools and workflows within the delivery lifecycle to eliminate repetitive manual tasks, drastically reduce time-to-value, and enable teams to focus on complex integration engineering (approx. 25% of time).
Act as the final senior escalation leader for high-risk projects, deploying strong judgment, urgency, and executive presence to unblock stalled integrations, resolve partner friction (POS, payment, logistics), and restore customer trust (approx. 10% of time).
Build strong cross-functional alignment across internal Product, Engineering, Support, Sales, and Partnerships teams to resolve complex technical blockers and establish seamless internal escalation channels (approx. 5% of time).
Provide executive leadership with transparent, data-driven visibility into delivery health, project forecasts, and risk metrics across the Americas, enabling proactive intervention before challenges impact client satisfaction (approx. 5% of time).
Bachelor’s degree in Business, Information Technology, Computer Science, or equivalent work experience.
4+ years of hands-on experience in technical implementation, professional services, customer delivery, or technical program management, with a proven track record of driving large-scale, multi-party enterprise platform rollouts.
Deep domain experience within the restaurant, food delivery, or hospitality tech ecosystem (POS systems, online ordering platforms, kitchen operations, and third-party delivery integrations).
Proven experience establishing program governance and managing executive C-suite stakeholders during high-stakes implementations or critical escalations.
Strong technical fluency in APIs, integrations, and multi-party software environments, enabling immediate credibility with client IT leadership and internal engineering teams.
Excellent cross-functional leadership and persuasion skills to mobilize Product, Engineering, and external partners toward rapid resolution without direct line authority.
Exceptional written and verbal communication skills in English, with professional fluency in Spanish highly preferred to support LATAM engagements.
Demonstrated willingness and ability to travel across the Americas (NOAM and LATAM) as needed for key client executive business reviews or critical partner engagements.
Prior background in top-tier technology or management consulting (e.g., Deloitte, Accenture, Capgemini, PwC) or experience scaling delivery operations within a high-growth SaaS scale-up is strongly preferred.
PMP, PRINCE2, Agile, or equivalent program management certifications are a plus.
