Senior Customer Delivery Operations Manager

Acquia empowers the world’s most ambitious brands to create digital customer experiences that matter. With open source Drupal at its core, the Acquia Digital Experience Platform (DXP) enables marketers, developers, and IT operations teams at thousands of global organizations to rapidly compose and deploy digital products and services that engage customers, enhance conversions, and help businesses stand out.

Headquartered in the U.S., Acquia is positioned as a market leader by the analyst community and is listed as one of the world’s top software companies by The Software Report. We are Acquia. We are a global company with employees located in more than 30 countries, and we’re building for the future. We want you to be a part of it!

We are seeking an accomplished Senior Customer Delivery Operations Manager to join our team. The successful candidate will have extensive experience in customer success within the SaaS sector, with a particular focus on leveraging AI to improve customer engagement and delivery. This role demands strategic vision, operational excellence, and the ability to work hands-on to drive customer-focused initiatives. A key aspect of this position is influencing teams across the organization to adopt and embrace new strategies.

Key Responsibilities:

- Operational Strategy: Develop and implement a robust strategy for customer delivery operations, encompassing onboarding, adoption, support, and service delivery.

- Hands-On Execution: Be prepared to engage directly in operational tasks to ensure successful execution of customer delivery strategies.

- Cross-Functional Leadership: Collaborate with R&D, account management, and customer success teams to ensure alignment on customer experience goals and operational initiatives.

- AI-Driven Transformation: Utilize AI technologies to innovate and elevate the customer delivery experience, ensuring we remain at the forefront of industry standards.

- Performance Evaluation: Analyze and report on customer delivery metrics to measure success, identify areas for improvement, and implement changes as needed.

- Customer Advocacy: Act as a customer champion, providing valuable feedback to internal teams to enhance both product offerings and service delivery.

Qualifications:

- Significant experience in a customer success operations role, preferably within the SaaS industry.

- Proven track record of using AI-driven insights to enhance customer operations and experiences.

- Strong strategic planning and operational execution skills.

- Superior communication and relationship-building abilities, with a talent for influencing stakeholders at all organizational levels.

- A proactive nature with hands-on experience in tactical tasks to support operational success.

Preferred:

- Experience with CRM systems and customer success platforms.

All qualified applicants will receive consideration for employment without regard to race, color, religion, religious creed, sex, national origin, ancestry, age, physical or mental disability, medical condition, genetic information, military and veteran status, marital status, pregnancy, gender, gender expression, gender identity, sexual orientation, or any other characteristic protected by local law, regulation, or ordinance.