Head of Operations and Delivery

FUNDINGO; United States; On-site; USD 180,000 - 280,000; Full time

Benefits offered by this job

Remote work

Medical and dental coverage

401(k) with match

Paid holidays

Job summary

FUNDINGO is hiring a Head of Operations & Delivery to own the operating execution of our client delivery organization. This leader will be accountable for ensuring that commitments made to customers move from plan to completion across implementations and managed services, with clear ownership of project health, capacity and resource planning, timelines, PM discipline, escalations, and follow-through.

This is a hands-on player-coach role.

Qualifications

• Experience running a complex professional services, implementation, or delivery organization.
• Directly managed PMs or delivery professionals.
• Strong background in capacity planning and portfolio management.
• Experience in configurable enterprise software environments.
• Ability to coach teams and drive accountability.

Responsibilities

• Own the portfolio of active client implementations and managed-services workstreams with clear visibility on milestones and risks.
• Own capacity and resource planning across PMs and implementation resources.
• Establish and run the operating cadence for Delivery (portfolio reviews, health checks, escalation management).
• Directly manage and coach PMs and implementation team members with clear expectations.
• Standardize delivery fundamentals (plans, status, handoffs, go-live, post-go-live).
• Partner with Solutions, Product, Engineering, and QA to resolve blockers and release risks.
• Oversee transition from implementation to ongoing support and services.

Skills

Portfolio management

Capacity planning

Project management

People coaching

Cross-functional leadership

Tools

Salesforce ecosystem

Job description

FUNDINGO is hiring a Head of Operations & Delivery to own the operating execution of our client delivery organization.

This leader will be accountable for ensuring that commitments made to customers move from plan to completion across implementations and managed services, with clear ownership of project health, capacity and resource planning, timelines, PM discipline, escalations, and follow-through.

This is a hands-on player-coach role. At our stage, we are not looking for someone who simply designs the operating system and manages leaders beneath them. We need someone who will stay close to the portfolio, coach PMs and implementation resources, run operating cadences, step into at-risk engagements when needed, and build the processes that eventually make that level of intervention less necessary.

The role will work closely with our Solutions & Enablement function, which provides deep product expertise and solution design.

Operations & Delivery owns making sure the right people and expertise come together at the right time and that commitments made to customers are executed successfully.

This role exists because FUNDINGO is scaling into larger and more complex engagements. We need an experienced operator who has run this type of function before and can bring greater structure, predictability, accountability, and operational rigor while remaining close to the work.

ABOUT FUNDINGO

FUNDINGO is a Salesforce-native loan management platform helping lenders manage the complete lending lifecycle, including origination, servicing, accounting, borrower management, and workflow automation.

Our customers include non-bank lenders, private lenders, CDFIs, financial institutions, and organizations with complex lending operations. FUNDINGO serves as a mission-critical operating platform that powers how these organizations run their businesses.

Our implementations can be complex and highly configurable, requiring coordination across customers, project managers, implementation resources, product experts, engineering, QA, and third-party vendors.

We are looking for someone who can bring proven Professional Services and delivery experience into that environment and help us mature how we operate as we scale.

WHAT YOU WILL OWN

• Own the portfolio of active client implementations and managed-services workstreams, maintaining clear visibility into milestones, commitments, risks, dependencies, and next actions.
• Own capacity and resource planning across PMs, implementation resources, and shared specialists, proactively identifying over-allocation, upcoming demand, and competing priorities.
• Establish and personally run the operating cadence for Delivery, including portfolio reviews, project-health reviews, resource planning, and escalation management.
• Directly manage and coach PMs and implementation team members, setting clear expectations and holding owners accountable for commitments and follow-through.
• Ensure client commitments have clear owners and dates, identify slippage early, and drive issues through resolution rather than allowing them to fall through the cracks.
• Personally step into at-risk projects and client escalations when necessary while coaching the team to increasingly handle those situations independently.
• Standardize the fundamentals of client delivery, including project plans, client meeting structure, status reporting, action tracking, requirements handoffs, UAT/readiness, go-live, and post-go-live transitions.
• Partner closely with Solutions & Enablement to bring the right product expertise and solution guidance into each engagement.
• Partner with Sales on implementation feasibility, scoping, handoffs, upcoming demand, and client-facing delivery conversations.
• Partner with Product, Engineering, and QA to identify and resolve blockers, dependencies, release risks, and delivery commitments.
• Own the operational execution of managed services and coordinate the transition from implementation into ongoing support and services.
• Strengthen change-management and change-order discipline so scope, timeline, and commercial implications are identified and addressed early.
• Build the processes, documentation, tooling, and KPIs required to make delivery increasingly predictable and scalable.
• Ensure knowledge is documented and transferred so individual SMEs do not become permanent bottlenecks or single points of failure.
• Bring enough fluency in the software development lifecycle, sprint cadence, ticket hygiene, QA gates, and release management to hold cross-functional teams accountable to a consistent process.

WHAT SUCCESS LOOKS LIKE

• Leadership has clear visibility into the health, next milestones, risks, and ownership for every active client engagement.
• Resource demand and capacity are visible in advance rather than discovered when people become overloaded.
• PMs and implementation resources consistently operate within a clear delivery cadence.
• Client meetings, status reporting, action tracking, and follow-up become more structured and consistent.
• Commitments have owners and dates, and missed commitments are surfaced and addressed early.
• At-risk projects are identified and addressed before the customer escalates.
• Implementation timelines and milestone predictability materially improve.
• Client escalations require less CEO and executive intervention.
• Managed-services work is prioritized, staffed, and tracked through a predictable operating process.
• Cross-functional dependencies with Sales, Solutions, Product, Engineering, and QA are surfaced earlier and resolved more consistently.
• Senior product and solution SMEs spend more time solving high-value problems and less time chasing project execution.
• Documentation and knowledge transfer reduce dependence on individual team members.
• Delivery becomes increasingly repeatable and scalable without sacrificing the flexibility required by FUNDINGO's customers.

WHAT WE ARE LOOKING FOR

• You have personally run a complex Professional Services, implementation, or delivery organization, ideally with direct responsibility for a portfolio of concurrent implementations.
• You have directly managed PMs, implementation consultants, or similar client-delivery professionals.
• You have strong experience with capacity planning, resource allocation, project portfolio management, and prioritization.
• You have worked in configurable enterprise software environments where implementations are not simple or identical from customer to customer.
• You understand requirements gathering, implementation planning, scope management, UAT, go-live, and post-launch support.
• You have personally managed difficult client situations and know when to step in versus when to coach your team to lead.
• You know how to create accountability without becoming the person who personally carries every project.
• You are comfortable having direct performance conversations when commitments are repeatedly missed.
• You can turn complex delivery environments into simple, understandable operating processes that teams actually use.
• You are comfortable being both a leader and a hands-on operator.
• You enjoy building structure in an environment where not every process or artifact exists yet.
• You have enough technical fluency to work credibly with Product, Engineering, QA, and technical implementation resources without needing to be the deepest technical or product expert in the room.
• You have a track record of measurable, sustained impact rather than only short-term leadership engagements.

STRONG FIT BACKGROUNDS

Particularly relevant backgrounds include:

• Professional Services or Implementation leaders from complex SaaS companies
• Heads or Directors of Delivery who have directly managed implementation portfolios and teams
• Leaders from lending, fintech, financial software, or other complex configurable software environments
• Leaders from the Salesforce ecosystem or other highly configurable enterprise platforms
• Operators from growth-stage companies who have built structure with limited existing infrastructure
• Consulting or services leaders who combine strong client presence with hands-on operational discipline
• Experience in lending or financial software is particularly valuable, but not required.

CANDIDATE TRAITS THAT MATTER

• High ownership
• Strong follow-through
• Operational discipline
• Clear and concise communication
• Sound judgment under pressure
• Comfort with ambiguity
• Willingness to roll up sleeves
• Ability to coach and hold people accountable
• Ability to simplify complexity
• Strong cross-functional credibility
• Pattern recognition from prior implementation and scaling experience
• Bias toward action without sacrificing process

WHAT WE OFFER

The opportunity

• Be part of the legacy of a growing company at an inflection point, with the chance to make a real impact on our mission
• Build and operate the delivery engine behind increasingly complex and enterprise-level customer engagements.
• Take meaningful ownership rather than inheriting a narrowly defined corporate function.
• Work directly with company leadership and have visibility into the broader business.
• Build a function that can grow in scope and responsibility as FUNDINGO grows.
• Help shape the operating model of a Salesforce-native lending technology company.
• Work in a fully remote environment with a distributed team.

The package

• Competitive compensation package based on experience and market
• Full-time role with significant growth potential as FUNDINGO scales
• 100% of employee medical and dental premiums covered
• 401(k) with maximum match, vested as you go
• 15 paid holidays per year