Senior Director, Customer Delivery

fabric; Canada; Remote; CAD 170,000 - 225,000; Full time

Job summary

An established industry player is seeking a transformative Sr. Director of Customer Delivery to redefine enterprise commerce. This pivotal role involves leading the Customer Delivery, Success, and Support teams to enhance implementation processes using AI and operational excellence. You will be at the forefront of delivering high-impact solutions while collaborating with various internal teams and ensuring customer satisfaction. If you are passionate about driving change in the e-commerce landscape and have the expertise to lead complex implementations, this opportunity is perfect for you, offering a dynamic environment and the chance to make a significant impact.

Benefits

Competitive compensation packages

PTO and Holiday plans

Medical, Dental, Life, and Vision benefits

Wellness & Technology Programs

Retirement Savings Plan

Fast-paced, fun and collaborative environment

Personal and professional investment in team members

Qualifications

• 10+ years in leadership roles within Retail SaaS and customer delivery.
• Proven experience in driving automation initiatives using AI.

Responsibilities

• Oversee onboarding and implementation lifecycle for customers.
• Build project plans and manage execution strategies.
• Serve as a strategic partner to solve customer business problems.

Skills

Leadership in enterprise Retail SaaS

Driving automation initiatives

Technical acumen across API-first architecture

Analytical and problem-solving skills

Customer advocacy mindset

Expert communicator and influencer

Adaptability and resilience

Education

10+ years of leadership experience

Tools

Retail Stack (OMS, WMS, TMS, RMS, ERP)

Shopify ecosystem

Job description

Who we are: We are a brilliant team making our history to evolve the commerce industry. fabric is the next-generation commerce platform that is designed to provide the commerce services customers expect so they can build world-class experiences, anywhere.
fabric is on a mission to revolutionize commerce for everyone, and we empower businesses that are striving to deliver commerce that drives conversion and customer outcomes. Leading retailers, including Chico’s, Brooklinen, and Ashley’s Furniture, trust fabric to run their modern commerce business. Headquartered in San Francisco, fabric was founded in 2017 by a group of industry veterans determined to bring the same technical principles found at Amazon to retail.
No matter what field you are in, fabric has exciting opportunities for people passionate about making a difference and skilled at what they do!
Here are four questions you should ask yourself:

1. Do I believe in fabric's mission?
2. Am I eager to build cool things?
3. Am I excited to collaborate with brilliant people?
4. Am I motivated to disrupt e-commerce?

If the answer is yes, we want to talk to you!
Where we hire: Canada (Toronto & Vancouver)
Your Next Career: fabric is redefining the future of enterprise commerce—and we’re looking for a transformative, AI-native Sr. Director of Customer Delivery to lead our Customer Delivery, Success, and Support teams. This is more than a delivery role—it’s a chance to lead a category-defining shift in how enterprise software is implemented and experienced. We’re seeking a leader who can harness the power of AI, automation, and operational excellence to 10x how fast our customers move, while ensuring measurable, meaningful outcomes.
You’ll oversee the full implementation lifecycle of fabric’s commerce platform—guiding strategy and execution across onboarding, enablement, support, and retention. Working cross-functionally with Engineering, Product, and Marketing, you’ll be the connective tissue between our internal teams and our enterprise customers—delivering high-impact, AI-powered solutions at scale.
Your Responsibilities:

1. Oversee the full lifecycle of onboarding and implementation—from requirements through go-live.
2. Build and manage project plans, resourcing strategies, and execution roadmaps—backed by intelligent workflows.
3. Serve as a strategic partner to customers to help solve their business problems using your domain, business and technical expertise.
4. Define, budget, and document detailed project plans and requirements to manage technical design, architecture, and implementations for customer deliverables.
5. Communicate project plans and requirements to all fabric stakeholders (Product, Engineering, Sales, and Solution Engineering) for sign-off.
6. Own operational metrics, delivery frameworks, and Correction of Errors (COE) processes grounded in systems thinking.
7. Direct Product/Engineering and SIs (partner agencies) to secure resource allocation for development and implementation needs.
8. Oversee program management of deployment, testing, and successful rollout of customer implementations.

What You Bring to the Table:

1. 10+ years of leadership experience in enterprise Retail SaaS, customer delivery & solution architecture.
2. Proven experience driving automation initiatives (ideally using AI) within customer-facing teams.
3. Deep expertise in Retail Stack: OMS, WMS, TMS, RMS, ERP. Bonus: strong understanding of Shopify ecosystem.
4. Strong technical acumen across API-first architecture, applied AI/ML.
5. A track record of leading complex implementations with speed and quality.
6. Strong analytical and problem-solving skills: Ability to query and interpret data, derive actionable insights.
7. Experience under pressure: Proven ability handling high-pressure customer escalations, SI disengagements, and delivery failures, ensuring accountability and recovery plans.
8. Business & Economics Focus: Budget planning, cost control, and ROI-driven decision-making and ability to convert new requirements into Change Requests.
9. Operational Excellence: Experience in scaling delivery operations, optimizing SLAs, KPIs, and service quality while minimizing operational risks.
10. Customer advocate mindset, ensuring satisfaction and fostering key partnerships across all fabric customers to increase retention and satisfaction.
11. Empathetic, hands-on leader who brings clarity, transparency, and accountability to every initiative.
12. Adaptability & Resilience, thriving in high-pressure environments and adjusting to rapidly changing business needs.
13. Expert communicator and influencer across technical and business stakeholders.
14. Comfortable operating in ambiguity.

The base salary for this role will be between CAD $170K to 225K. The annual base salary range for this full-time position reflects the minimum and maximum target salaries for the position across all Canada locations. Actual pay may vary, depending on qualifications, experience and location. In addition, this role may be eligible for an annual performance bonus, equity options, and company benefits (your recruiter can share more details during the hiring process). Final offer amounts may vary from the amounts listed above.
What we bring to the table:

1. Competitive compensation packages
2. PTO and Holiday plans
3. Benefits packages which include Medical, Dental, Life, and Vision
4. Wellness & Technology Programs
5. Retirement Savings Plan
6. Fast-paced, fun and collaborative environment
7. A team invested in you both personally and professionally

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