Delivery Manager - Customer Operations

Genius Sports; New York (NY); Hybrid; USD 72,000 - 120,000; Full time

Benefits offered by this job

Benefits plan

Hybrid working model

Job summary

Genius Sports is seeking a Delivery Manager to lead the planning, execution, and ongoing operational delivery for customer implementations and live services. You will coordinate cross-functional teams across Commercial, Product, Engineering, and Operations to ensure health, readiness, and alignment with customer needs.

In this role, you will own end-to-end delivery, manage plans and risks, and drive seasonal readiness plus post-launch optimization.

Qualifications

• Bachelor's degree or equivalent practical experience in a related field.
• 5+ years delivering complex customer implementations or operational delivery.
• Experience leading multiple concurrent customer engagements.
• Strong customer-facing experience and executive stakeholder management.
• Proficient with project management methodologies.
• Experience managing plans, risks, dependencies, and governance.
• Excellent communication, organizational, and problem-solving skills.
• Experience with global teams in fast-paced environments.
• Experience with Jira, Confluence, Smartsheet, MS Project or similar tools.
• Nice to have: sports tech, SaaS, or enterprise software experience.
• PM certification (PMP, PRINCE2, Agile)

Responsibilities

• Lead end-to-end delivery of customer implementations from initiation to go-live and operations.
• Develop and maintain project plans, budgets, and milestones.
• Coordinate cross-functional teams across multiple departments for delivery.
• Serve as primary operational delivery lead for customers, building relationships.
• Monitor health and performance of deliverables post-launch.
• Resolve complex operational issues during live service delivery with cross-functional teams.
• Coordinate delivery issues and manage stakeholder communications.
• Lead seasonal readiness activities and launch preparedness.
• Manage delivery of additional products and customer enhancements.
• Handle change requests and integrate new capabilities with minimal disruption.
• Lead go-live planning, cutover, hypercare, and post-launch reviews.
• Track milestones, risks, dependencies, issues, and changes.
• Facilitate governance meetings and executive status reporting.
• Maintain delivery documentation and playbooks.
• Capture lessons learned and drive continuous improvement.
• Ensure deployments align with governance, quality standards, and commitments.
• Identify opportunities to improve scalability, automation, efficiency.
• Partner with internal teams for a seamless customer experience.

Skills

Project management

Stakeholder management

Cross-functional collaboration

Communication

Organizational skills

Jira/Confluence/Smartsheet

Experience with Agile

Problem-solving

Education

Bachelor's degree or equivalent in related field

Tools

Jira

Confluence

Smartsheet

Microsoft Project

Job description

THE ROLE:

The Delivery Manager is responsible for the successful planning, execution, deployment, and ongoing operational delivery of Genius Sports products and services for customers. The role owns the customer delivery lifecycle from implementation and go-live through post-launch stabilization, seasonal readiness, and the activation of additional products and services. Working closely with Commercial, Product, Engineering, and cross-functional Operations teams, the Delivery Manager serves as the operational delivery lead for assigned customers, ensuring solutions remain healthy, operationally ready, and aligned with customer requirements throughout the partnership.

Key Responsibilities

• Lead the end-to-end delivery of customer implementations from project initiation through go-live, stabilization, and transition into ongoing operations.
• Develop and maintain project plans, timelines, resource plans, budgets, and delivery milestones.
• Coordinate cross-functional teams across Commercial, Finance, Product, Engineering, Legal, Operations, Supply Chain, and Support, as well as customer teams and external stakeholders, to ensure successful end-to-end customer delivery.
• Serve as the primary operational delivery lead for assigned customers, building trusted relationships and acting as the main point of coordination for delivery-related activities.
• Monitor the operational health and performance of customer deliverables following launch, ensuring implementation commitments continue to be met.
• Lead the cross-functional resolution of complex, customer-impacting operational issues that occur during live service delivery, coordinating internal teams, managing stakeholder communications, driving decision-making, and ensuring timely resolution while minimizing customer impact.
• Coordinate and drive resolution of delivery-related issues by engaging the appropriate internal teams and managing communication with customer stakeholders.
• Lead seasonal operational readiness activities, including planning, testing, operational reviews, training coordination, venue readiness, and launch preparedness for new seasons and competition restarts.
• Manage the operational delivery of additional products, services, and customer enhancements for existing customers, ensuring successful planning, testing, deployment, and adoption.
• Coordinate customer change requests and ensure new capabilities are integrated into existing operational workflows with minimal disruption.
• Lead go-live planning, cutover activities, hypercare, and post-launch reviews to ensure successful service adoption.
• Track project and operational delivery milestones, proactively managing risks, dependencies, issues, and change requests throughout the customer lifecycle.
• Facilitate regular customer governance meetings, project updates, operational readiness reviews, and executive status reporting.
• Maintain accurate project documentation, implementation records, operational playbooks, and delivery reporting.
• Capture lessons learned following deployments, seasonal launches, and service activations, driving continuous improvement across delivery methodologies and operational processes.
• Ensure all customer deployments are delivered in accordance with company governance, quality standards, operational procedures, and contractual commitments.
• Identify opportunities to improve scalability, standardization, automation, and efficiency across the customer delivery lifecycle.
• Partner closely with internal cross-functional teams to ensure a seamless customer experience throughout implementation and ongoing operational delivery.

WHAT YOU'LL BRING

• Bachelor's degree in Business, Engineering, Information Technology, Project Management, or a related field, or equivalent practical experience.
• 5+ years of experience managing complex customer implementations, technical deployments, or operational delivery within a customer-facing environment.
• Demonstrated experience leading multiple concurrent customer engagements and cross-functional initiatives.
• Strong customer-facing experience, including executive stakeholder management.
• Strong understanding and ability to apply project management methodologies.
• Proven experience managing project plans, risks, issues, dependencies, and delivery governance.
• Excellent communication, organizational, and problem-solving skills.
• Experience working across global teams in a fast-paced operational environment.
• Experience with Jira, Confluence, Smartsheet, Microsoft Project, or similar project management tools.
• IT WILL BE A BONUS IF YOU KNOW Experience within sports technology, broadcast technology, SaaS, media, or enterprise software.
• Project Management certification (PMP, PRINCE2, Agile, or equivalent).

This role offers an annualized salary of up to $120,000 USD and includes eligibility for Genius Sports Group’s benefits plan.

We enjoy an ‘office-first’ culture and maximize opportunities to collaborate, connect and learn together. Our hybrid working models differ depending on your role and location. As well as a competitive salary and range of benefits, we’re committed to supporting employee wellbeing and helping you grow your skills, experience and career. Learn more about how rewarding life at Genius can be at Reward | Genius Sports.

One team, being brave, driving change

We strive to create an inclusive working environment, where everyone feels a sense of belonging and the ability to make a difference. Learn more about our values and culture at Culture | Genius.

Let us know when you apply if you need any assistance during the recruiting process due to a disability.