Senior Director, Customer Delivery

As the Senior Director of Customer Delivery at fabric, you'll oversee the full lifecycle of onboarding implementation, ensuring successful project execution from start to finish. You'll be responsible for building project plans, managing resources, and serving as a strategic partner to customers to resolve their business challenges. Your leadership will drive the effective deployment of our commerce platform and ensure that our customer delivery teams are optimized for efficiency, ultimately fostering customer satisfaction and retention.

To succeed as a Senior Director of Customer Delivery at fabric, you'll need at least 10 years of leadership experience in enterprise Retail SaaS, focusing on customer delivery and solution architecture. Key qualifications include strong expertise in retail technology stacks, proven experience driving automation initiatives, and a solid understanding of API-first architecture. Additionally, the ideal candidate should possess excellent problem-solving abilities and experience managing high-pressure customer escalations.

Success for the Senior Director of Customer Delivery at fabric is rooted in delivering measurable outcomes for our customers through effective project management and strategic guidance. This involves monitoring operational metrics, managing high-impact implementations, and ensuring customer satisfaction at all stages of the process. A successful leader in this role will not only improve the delivery framework but also build strong partnerships with customers, resulting in long-lasting relationships and repeat business.

At fabric, the culture is fast-paced, collaborative, and focused on innovation. As a Senior Director of Customer Delivery, you'll be in an environment where personal and professional growth is prioritized. The team is made up of skilled individuals passionate about transforming retail through technology, and you'll find yourself among peers who value communication, creativity, and a customer advocate mindset, all of which foster a sense of belonging and purpose within the company.

The impact you can have as a Senior Director of Customer Delivery at fabric is substantial. By leveraging AI and automation, you’ll enable our customers to significantly accelerate their business processes. Your leadership will not only enhance customer experience but also help fabric fortify its reputation as a leader in the commerce platform space. Driving transformative change in how enterprise software is implemented, you will directly shape the future of retail technology.

When answering this question, be sure to highlight specific examples where you have led large-scale enterprise SaaS implementations. Talk about your approach to managing project timelines, stakeholder communication, and overcoming challenges during the deployment process. Emphasize your adaptability and how your background equips you to handle the complexities of the Senior Director role at fabric.

In response, focus on instances where you strategically implemented AI solutions to streamline operations or improve customer engagement. Discuss specific tools or technologies used and their impact on your team's efficiency and customer outcomes. Articulate how this experience positions you to effectively lead customer delivery initiatives at fabric.

When answering, emphasize the importance of communication, understanding client needs, and proactive problem-solving. Share examples of how you have built trust over time, resolved conflicts, and ensured customer satisfaction. Illustrating your customer-centric approach will demonstrate your alignment with fabric's mission.

Here, narrate a specific situation where you successfully managed a crisis or escalated customer issue. Focus on your analytical skills, the steps you took to resolve the problem, and how you ensured accountability and transparency throughout the process. Highlighting your ability to perform well under pressure will resonate with fabric's emphasis on operational excellence.

In your response, clarify that operational excellence involves consistently delivering high-quality results while minimizing risks and optimizing workflows. Discuss metrics you consider important and share how you monitor and enhance these metrics in a delivery context, particularly as it would apply to the Senior Director role at fabric.

Answer by highlighting situations where you successfully partnered with diverse teams, such as Engineering, Product, and Sales, to achieve a common goal. Give examples of how you navigated different priorities, which resulted in successful project outcomes, showcasing your ability to act as connective tissue between departments.

Discuss how you develop comprehensive budgets that take into account all aspects of project delivery, including resource allocation and potential risks. Share any frameworks or tools you use to track spending against the budget and how you manage budget changes with stakeholders, underlining your strategic financial acumen.

Respond with a structured overview of your onboarding process, detailing how you set expectations, maintain communication, and gather feedback during the implementation phase. Explain how utilizing intelligent workflows can enhance this process and result in quicker time-to-value for customers, particularly referencing fabric's objectives.

Talk about key performance indicators (KPIs) like customer satisfaction scores, Net Promoter Score (NPS), project timelines, and resource utilization that you regularly monitor. Highlight how you use data analysis to derive actionable insights that drive improvement in these metrics, aligning with fabric's commitment to operational excellence.

Share your philosophy on agility in leadership, discussing how you assess changing environments and the importance of flexibility within your teams. Provide examples where adaptability led to successful outcomes, reinforcing that being proactive in understanding customer needs is key in a fast-evolving digital landscape like fabric's.