Sr Director of Customer Operations & Delivery

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

For our client, we are seeking a Sr Director of Customer Operations & Delivery to join the team of a leader in the Information Technology space.

This leader will own customer delivery and operational execution across complex federal programs, ensuring deployments, onboarding, adoption, support, and renewals run smoothly. The role is highly cross-functional and will partner closely with Engineering, Product, Support, Sales, and external partners to align mission requirements and resolve escalations. The right leader will bring strong federal program discipline, executive presence, and the ability to translate contract and security requirements into consistent customer outcomes.

Location: Remote

Compensation: $200,000 – $230,000 annually

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

Qualifications

• 10+ years in customer success, program delivery, or professional services, including 5+ years leading teams
• Active TS/SCI clearance; U.S. citizenship required
• Experience delivering software or SaaS programs to the Department of War or Intelligence Community
• Proven track record managing complex, multi-stakeholder programs against contract requirements, schedules, and budgets
• Working knowledge of federal acquisition and the contract lifecycle, including renewals and recompetes
• Familiarity with federal security requirements such as IL5, FedRAMP, and the ATO process
• Executive presence and clear communication with senior government and military leaders

Benefits

• Medical, dental, and vision insurance
• Parental leave
• Life and disability insurance
• 401(k) plan with employer-matching contributions
• Performance bonus based on company-wide performance

Our client is an equal opportunity employer.