Job Summary

The Service Delivery Lead is responsible for leading the day-to-day execution of software implementations, customer onboarding, and service delivery operations. This role ensures customers receive seamless implementation experience by coordinating delivery activities, managing priorities, resolving escalated issues, and driving operational excellence.

Working closely with Customer Success, Sales, Product, Engineering, and Technical Support, the Service Delivery Lead ensures projects are delivered on time, within scope, and aligned with customer expectations. This role provides day-to-day leadership, promotes continuous improvement, and helps drive consistent execution across the service delivery function.

Responsibilities

Service Delivery

• Lead the successful delivery of software implementations, onboarding, configuration, and deployment activities.
• Coordinate project priorities and resource assignments to meet customer commitments and service level agreements (SLAs).
• Monitor project progress, identify risks, and proactively resolve issues to ensure successful customer outcomes.
• Serve as the primary point of escalation for operational and customer delivery challenges.
• Ensure consistent execution of service delivery standards, processes, and quality expectations.

Team Leadership

• Provide day-to-day leadership, coaching, and guidance to members of the
• Support onboarding, training, and ongoing development of team members customer growth team.
• Coordinate workloads and ensure resources are aligned with business priorities.
• Foster a collaborative, accountable, and customer-focused culture.
• Partner with leadership to communicate priorities, monitor performance, and support operational goals.

Customer Experience

• Build trusted relationships with customer stakeholders throughout implementation and onboarding.
• Maintain proactive communication regarding project milestones, timelines, and issue resolution.
• Partner with Customer Success to ensure successful adoption and a smooth transition following implementation.
• Support customer satisfaction by delivering consistent, high-quality customer experience.

Cross-Functional Collaboration

• Collaborate with Product, Engineering, Sales, Customer Success, and Technical Support to resolve customer issues and improve delivery outcomes.
• Communicate customer feedback and operational insights to support product enhancements and process improvements.
• Coordinate internal resources to ensure successful software deployments.

Operational Excellence

• Monitor service delivery performance and key operational metrics.
• Develop and maintain implementation documentation, standard operating procedures, and best practices.
• Identify opportunities to improve efficiency, scalability, and customer experience.
• Assist leadership with operational reporting and continuous improvement initiatives.

Onboarding & Customer Experience Oversight

• Oversee onboarding execution through the Associate Customer Growth Manager (ACGM) function
• Ensure smooth transitions from onboarding to long-term growth and account management
• Coordinate project priorities and resource assignments to meet customer commitments and service level agreements (SLAs).
• Monitor project progress, identify risks, and proactively resolve issues to ensure successful customer outcomes.
• Serve as the primary point of escalation for operational and customer delivery challenges.
• Ensure consistent execution of service delivery standards, processes, and quality expectations.

Skills

• Strong leadership, coaching, and collaboration skills.
• Excellent customer relationship management and communication abilities.
• Strong project coordination and organizational skills.
• Ability to prioritize competing initiatives while meeting deadlines.
• Analytical problem-solving and decision-making capabilities.
• Working knowledge of software implementation lifecycles, APIs, integrations, and customer onboarding.
• Experience with CRM and project management platforms such as Salesforce, Jira, Monday.com, Asana, or similar tools.
• Proficiency with Microsoft Office and Google Workspace.

Experience

• 4–6 years of experience in Service Delivery, Software Implementation, Customer Success, Professional Services, Technical Support, or Operations.
• Experience leading projects, coordinating teams, or serving in a lead role.
• Experience delivering SaaS, enterprise software, cloud-based applications, retail technology, or POS solutions.
• Demonstrated ability to manage multiple customer implementations in a fast-paced environment.
• Device Delivery Experience
• Retail Loyalty Experience

Join us in shaping innovative technology solutions that empower our organization! This role offers an exciting chance to lead a talented team dedicated to delivering exceptional services while advancing your career in a vibrant environment committed to excellence.

Pay: From $65,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Flexible schedule
• Paid time off

Work Location: In person