Manager of Customer Delivery

About the Role

Key Responsibilities

• Hire, train, and lead a high-performing implementation and enrollment team, providing hands-on leadership for day-to-day operations and strategic growth.
• Own customer relationships during the onboarding phase, guiding them to successful solution implementations.
• Execute onboarding strategies that drive exceptional customer experiences and rapid activation.
• Oversee implementation of hardware and software solutions, from initial scoping through go-live.
• Lead complex projects such as enterprise migrations, government client rollouts, and ISV integrations.
• Work closely with Sales Executives, Solution Engineers, Risk & Underwriting teams, and Enrollment Specialists to ensure aligned delivery.
• Monitor the sales pipeline and manage assignment of implementation projects based on resource capacity and customer priority.
• Champion the Voice of the Customer (VoC) to inform product, process, and support improvements.
• Maintain and update the company's equipment website, ensuring accurate product listings and customer-facing content.
• Manage device inventory levels, working with vendors and procurement to ensure availability and prevent shortages.
• Continuously optimize onboarding, integration, and activation processes to reduce friction and enhance customer experience.

Requirements

• Strong leadership skills with experience managing implementation and enrollment teams.
• Experience in executing customer onboarding strategies that deliver rapid activation and high customer satisfaction.
• Ability to oversee hardware and software solution implementations from start to go-live.
• Experience managing complex projects such as enterprise migrations, government rollouts, and integrations.
• Excellent cross-functional collaboration skills with sales, solution engineering, risk, and enrollment teams.
• Operational oversight experience, including inventory management and process optimization.
• Strong communication skills to manage customer relationships and internal teams.
• Experience working in the payments industry or similar technology-driven environments.

Nice to Have

• Experience with vendor and procurement management.
• Familiarity with software integrations and device deployment processes.
• Experience working with government clients or in highly regulated environments.

Qualifications

• Not explicitly specified; relevant experience in customer onboarding, implementation, or operations in a technology or payments environment.

Benefits & Perks

• Not specified in the description.