Director of Customer Solution Delivery

Insight Global; United States; On-site; USD 150,000 - 210,000; Full time

Job summary

Insight Global is seeking a senior Delivery Leader in the United States to guide multi-product SaaS implementations and professional services. You will lead a hierarchy of delivery leads, own headcount planning, and set accountable operating rhythms to improve delivery speed, quality, and scalability across all product lines.

You will mentor leads into senior roles, manage customer satisfaction and SLAs, and partner with sales, CX, and engineering to translate field learnings into product

Qualifications

• 7+ years in implementation, technical delivery, professional services, or post-sale operations leadership in SaaS.
• Experience managing teams of 20+ across implementation and/or support functions.
• Strong operational instincts — you build accountability systems, track leading indicators, and don't wait for problems to surface.
• Comfortable in a multi-product environment where customer complexity varies significantly.
• Proven track record improving delivery speed, quality, or scalability through process and structure, not headcount.

Responsibilities

• Lead team of leads who each own capacity, quality, escalation handling, and team development within their pod.
• Own headcount planning, capacity forecasting, performance management, and talent development across the delivery team.
• Build a high-accountability team culture with clear metrics, structured operating rhythms, and direct feedback.
• Develop and mentor leads into senior delivery leaders, building a bench for future growth.
• Own implementation timelines, support SLAs, and customer satisfaction across all product lines.
• Design and enforce the multi-suite implementation coordination model — single project plan, single customer communication thread, single go-live sign-off.
• Define cross-pod escalation protocols and hold.
• Leads accountable to resolving issues at their level.
• Partner with the Head of CX Excellence on playbooks, knowledge base standards, and operational tooling.
• Serve as the senior technical escalation point for enterprise and strategic accounts, partnering with Customer Success on at-risk and high-value accounts.
• Provide VP and executive team with regular reporting on delivery health, capacity, and risk.
• Feed recurring customer issues and product gaps into the product roadmap process.
• Collaborate with Sales and Solutions Consulting to scope complex implementations accurately during the sales cycle.
• Partner with the Integrations CoE to prioritize and route integration work across pods efficiently.
• Work with Product and Engineering to translate field delivery learnings into roadmap priorities and tooling improvements.

Skills

Delivery leadership

Team management

Operational discipline

Cross-functional collaboration

Job description

• 7+ years in implementation, technical delivery, professional services, or post-sale operations leadership in SaaS
• Experience managing teams of 20+ across implementation and/or support functions
• Strong operational instincts — you build accountability systems, track leading indicators, and don't wait for problems to surface
• Comfortable in a multi-product environment where customer complexity varies significantly
• Proven track record improving delivery speed, quality, or scalability through process and structure, not headcount

Day to day:

• Lead team of leads who each own capacity, quality, escalation handling, and team development within their pod
• Own headcount planning, capacity forecasting, performance management, and talent development across the delivery team
• Build a high-accountability team culture with clear metrics, structured operating rhythms, and direct feedback
• Develop and mentor leads into senior delivery leaders, building a bench for future growth
• Own implementation timelines, support SLAs, and customer satisfaction across all product lines
• Design and enforce the multi-suite implementation coordination model — single project plan, single customer communication thread, single go-live sign-off
• Define cross-pod escalation protocols and hold
• Leads accountable to resolving issues at their level
• Partner with the Head of CX Excellence on playbooks, knowledge base standards, and operational tooling
• Serve as the senior technical escalation point for enterprise and strategic accounts, partnering with Customer Success on at-risk and high-value accounts
• Provide VP and executive team with regular reporting on delivery health, capacity, and risk
• Feed recurring customer issues and product gaps into the product roadmap process
• Collaborate with Sales and Solutions Consulting to scope complex implementations accurately during the sales cycle
• Partner with the Integrations CoE to prioritize and route integration work across pods efficiently
• Work with Product and Engineering to translate field delivery learnings into roadmap priorities and tooling improvements