Remote Senior Director: Federal Delivery & Customer Ops

Ladders; United States; Remote; USD 200,000 - 230,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Parental leave

Life and disability insurance

401(k) plan with employer-matching

Performance bonus

Job summary

Ladders is seeking a Sr Director of Customer Operations & Delivery to own delivery and operational execution across complex federal programs. The role requires coordinating deployments, onboarding, adoption, support, and renewals while partnering with Engineering, Product, Support, Sales, and external partners.

The ideal leader will demonstrate federal program discipline, executive presence, and the ability to translate contract and security requirements into consistent customer outcomes.

Qualifications

• 10+ years in customer success, program delivery, or professional services with leadership responsibility.
• Active TS/SCI clearance; U.S. citizenship required.
• Experience delivering software or SaaS programs to federal agencies (DoD/IC).
• Familiarity with federal contract lifecycle, renewals, and compliance.

Responsibilities

• Own delivery and customer outcomes across federal programs, including deployment, onboarding, adoption, support, and renewal.
• Lead, hire, and develop a team of program managers and delivery staff, setting clear goals.
• Serve as the senior point of contact for federal program offices and mission owners.
• Build the delivery playbook, including implementation methodology, program governance, success criteria, and KPIs.
• Manage program scope, schedules, risks, and contract deliverables while keeping customers informed.
• Support accreditation and authorization work, including ATO packages and security documentation.
• Partner with Engineering, Product, Support, and Sales to resolve escalations and align mission requirements.
• Coordinate with prime contractors, integrators, and partners on joint deployments.
• Report on program health, delivery metrics, and renewal forecasts to the executive team.

Skills

Leadership

Executive presence

Cross-functional collaboration

Program delivery

Job description

Ladders is seeking a Sr Director of Customer Operations & Delivery to own delivery and operational execution across complex federal programs. The role requires coordinating deployments, onboarding, adoption, support, and renewals while partnering with Engineering, Product, Support, Sales, and external partners.

The ideal leader will demonstrate federal program discipline, executive presence, and the ability to translate contract and security requirements into consistent customer outcomes.