Remote Delivery Leader - Customer Experience Solutions

Ladders; United States; Remote; USD 121,000 - 170,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

401(k) plan with company match

Generous paid time off

Job summary

Ladders seeks a Delivery Manager - Customer Experience to lead service delivery for customer experience solutions across a defined region, with a strong focus on execution, client satisfaction, and financial performance.

In this role you will partner with sales, services, account management and technology partners, coach the team, resolve escalations, and align delivery practices to client needs and business goals while maintaining strategic client relationships.

Qualifications

• Bachelor's degree required.
• 7 years of experience in large-scale technical solutions or 11 years of relevant work experience, including 1+ year in a managerial role.
• Excellent communication skills with a focus on presenting technology recommendations from a business perspective.
• Proven ability to build relationships across various levels and functions.
• Strong problem-solving skills for client and project challenges.
• Ability to thrive in dynamic environments with change and ambiguity.
• Experience in developing long-range project plans for complex initiatives.
• Familiarity with Cisco, Microsoft CX products, Citrix, Zoom, RingCentral, and Dialpad

Responsibilities

• Lead operational oversight for professional services delivery in the assigned region
• Collaborate with cross-functional teams to meet delivery and organizational goals
• Build relationships with technology partners and account managers to drive service success
• Maximize financial performance through collaboration with sales and services teams
• Manage team performance through coaching and training aligned with client demands
• Ensure adherence to best practices in service delivery across solutions and geographies
• Act as an escalation point for team performance and client satisfaction issues
• Participate in client engagements, including sales calls and strategic planning

Skills

Communication

Relationship building

Problem solving

Adaptability

Project planning

Tech familiarity

Education

Bachelor's degree

Tools

Cisco

Microsoft CX

Citrix

Zoom

RingCentral

Dialpad

Job description

Ladders seeks a Delivery Manager - Customer Experience to lead service delivery for customer experience solutions across a defined region, with a strong focus on execution, client satisfaction, and financial performance.

In this role you will partner with sales, services, account management and technology partners, coach the team, resolve escalations, and align delivery practices to client needs and business goals while maintaining strategic client relationships.