Sr Director of Customer Operations & Delivery

Hypori; United States; Remoto; USD 200.000 - 230.000; Tempo pieno

Vantaggi offerti da questo lavoro

401(k) with company match

Health, dental, and vision insurance

Parental leave

Life and disability insurance

Annual performance bonus

Descrizione del lavoro

Hypori, Inc. is seeking a mission-driven Senior Director of Customer Operations and Delivery to own post-sale delivery for federal programs.

You will lead a delivery team from deployment through renewal, guiding program managers and coordinating with Security, Engineering, and Sales to align on timelines and outcomes. The role requires extensive experience in customer success and software/SaaS programs for the Department of War or Intelligence Community, plus a TS/SCI clearance.

Competenze

• 10+ years in customer success, program delivery, or professional services.
• 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.
• Working knowledge of federal acquisition and the contract lifecycle, including renewals and recompetes.

Mansioni

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

Conoscenze

Customer success leadership

Program delivery

Team leadership

Descrizione del lavoro

Sr Director of Customer Operations & Delivery

Remote - US

Hypori, Inc. is a high-growth cybersecurity SaaS company transforming how organizations think about secure mobility. Our virtual workspace platform enables users to access enterprise apps an d d ata from a ny mobile device—with zero data on the endpoint and total personal privacy. Backed by $55M in funding from investors including UBS, AE Industrial Partners, Hale Capital Partners, and GreatPoint Ventures, Hypori is expanding into new commercial and regulated markets. Learn more at hypori.com.

Overview

Hypori is a high-growth cybersecurity SaaS company transforming secure mobility. Our virtual workspace platform gives users access to enterprise apps and data from any mobile device, with zero data on the endpoint and total personal privacy. Backed by $55M from investors including UBS, AE Industrial Partners, Hale Capital Partners, and GreatPoint Ventures, we are expanding into new commercial and regulated markets.

Hypori is looking for a mission-driven, operationally rigorous Senior Director of Customer Operations and Delivery to join our Customer Success team. You will own post-sale delivery for Hypori’s federal programs, from deployment and accreditation through adoption, support, and renewal, and lead the program managers and delivery team who serve our Department of War and Intelligence Community customers. You will report to the SVP of Customer Success.

Hypori is proven at scale. More than 95,000 Department of War users are on the platform today, the Army runs BYOD on it, and we hold IL5, FedRAMP High, NIAP Common Criteria, NSA CSfC, and CMMC 2.0 Level 2. As our federal programs grow in size and classification level, the person in this seat builds the delivery engine that keeps mission customers successful and renewing.

Responsibilities

• Own delivery and customer outcomes across Hypori’s federal programs, including deployment, on-boarding, adoption, support, and renewal
• Lead, hire, and develop a team of program managers and delivery staff, setting clear goals and holding a high bar for execution
• Serve as the senior point of contact for federal program offices and mission owners, including in classified settings
• Build the delivery playbook: implementation methodology, program governance, success criteria, and KPIs for time to deployment, adoption, and customer health
• Manage program scope, schedules, risks, and contract deliverables, and keep customers informed through regular program reviews
• Support accreditation and authorization work, including ATO packages and security documentation, with customers and Hypori’s security team
• Partner with Engineering, Product, Support, and Sales to resolve escalations and bring mission requirements into the product roadmap
• Work with Sales and Contracts on renewals, re-competes, and expansions, and own the delivery approach in proposals
• 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
• A 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, the Risk Management Framework, and the ATO process
• Executive presence and clear, confident communication with senior government and military leaders
• Location: hybrid, or remote, with travel up to 40% percent to customer sites

Who You Are

• Speed: You move with urgency and get things done today, not next week
• Focus: You spend your time on the programs and risks that matter most to the mission
• Extreme ownership: Your programs, your team, your renewals. No excuses
• Accountability: You do what you say, when you say. You flag risks early, to your team and your customer
• Coachability: You ask for feedback, act on it, and get better
• Humility: You know what you don’t know, and you say so
• Creativity: You find new ways to deploy faster, remove friction, and keep mission customers successful

Preferred Attributes

• TS/SCI preferred
• Experience with mobile, BYOD, VDI, or zero trust deployments
• Experience with classified networks and environments such as JWICS or SIPRNet
• Experience building or scaling a delivery or customer success function at a high-growth SaaS company
• Military service or Department of War or Intelligence Community civilian experience

About Us

Compensation: $ 200,000 – $230 ,000 base salary (commensurate with experience), plus an annual performance bonus.

About Us

Hypori Inc. provides a generous benefits package for full-time employees that includes medical, dental, and vision insurance, parental leave, and life and disability packages. We also invest in our employees' futures by providing a 401(k) plan with employer-matching contributions that vest starting from your first day of employment. In addition to the base compensation, Hypori also offers a performance bonus, which is primarily contingent upon company-wide performance. We are dedicated to investing in the tools and skills required to be strong, collaborative colleagues and people managers to help build and retain a strong workforce.

Hypori is an Equal Employment and Affimative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, veteran status, or any other characteristic protected by law.

At Hypori, we are committed to creating and promoting an inclusive workplace that embraces differences and perspectives – making us a stronger, more successful company. In doing so, we are committed to providing reasonable accommodation to applicants with disabilities where appropriate. Applicants requiring reasonable accommodation for any part of the application or hiring process should contact [e-mail] for assistance.