Director of Customer Delivery – Government Agency Implementation and Partnership Expert

At arenaflex, we're revolutionizing the administrative operations of government by modernizing their administrative processes. Our mission is to maximize the effectiveness of government operations at all levels, bringing greater efficiency, compliance, and data insights to today's government leaders. If you're eager to work in a fast-paced, innovative environment and help drive impactful changes, join us as we strive to make a difference in the lives of citizens.

About the Role

We're seeking a seasoned Director of Customer Delivery to lead our implementation and delivery efforts for government agency customers. As a hands-on leader, you'll manage a team of project managers while also running complex implementation projects yourself. You'll be the strategic partner our customers rely on to successfully deploy arenaflex in their organizations. This isn't about following rigid processes – it's about listening to our customers, adapting on the fly, and ensuring every implementation feels like a true partnership.

Key Responsibilities

As a Director of Customer Delivery, you'll be responsible for:

• Leading and developing a team of 3-5 project managers who coordinate customer implementations
• Running implementation projects yourself as an individual contributor for complex or high-stakes deployments
• Partnering with government agencies to map their procurement and project processes onto our platform
• Coordinating cross-functional delivery teams including solution engineers and product resources
• Collaborating closely with Product Success Leads (PSLs) to ensure co-delivery success and that your project managers support PSL objectives
• Navigating tough conversations when scope changes, timeline adjustments, or expectation management is needed – including stepping in personally for critical customer realignment discussions
• Ensuring customer success through UAT, training, go-live, and ongoing support phases
• Adapting delivery tactics in real-time based on customer needs and project realities
• Serving as an accountability partner to executive leadership on delivery excellence and customer satisfaction
• Reporting weekly on customer delivery health, escalating issues and opportunities to the directors roundtable and executive leadership
• Championing customer partnership over rigid process adherence in all interactions

The Work Environment

You'll be working closely with government agencies who are transforming how they handle procurement and project management. These are complex organizations with established processes, and your job is to help them successfully transition to our platform while feeling supported and equipped throughout the journey. You'll work in close partnership with our Product Success Leads (PSLs), who own the delivery quality and user experience standards. Your team will coordinate with PSLs to ensure seamless co-delivery and that what was promised to customers gets delivered with excellence.

Requirements

We're looking for a seasoned professional with:

• 3+ years of experience managing delivery or implementation teams
• A consultant mindset – you listen first, adapt quickly, and focus on customer outcomes
• Comfortable being both a manager and individual contributor, jumping between strategic oversight and hands-on project work
• Excellent customer-facing interactions and the ability to handle difficult conversations with professionalism and empathy
• High emotional intelligence (EQ) and natural charisma – customers trust and connect with you
• Self-starter who thrives in ambiguous situations and takes initiative without being asked
• Highly adaptable and thrive when project requirements shift or unexpected challenges arise
• Experience with complex B2B implementations or similar customer delivery processes
• Ability to coordinate cross-functional teams without direct management authority, including supporting co-delivery partnerships
• Customer-obsessed and measure success by customer satisfaction, not just timeline adherence
• Clear and proactive communication, especially when things don't go as planned

Benefits

As a Director of Customer Delivery at arenaflex, you'll enjoy:

• Salary: $165,000-$195,000
• 100% benefits coverage for employee
• 401K Profit Share plan
• Flexible PTO
• Home office stipend

About arenaflex

arenaflex is automating public sector procurement and working with some of the biggest government agencies in the U.S. to modernize their digital services by helping them find the best partners. To achieve this goal, we're building cutting-edge software that tackles hard engineering problems like real-time collaboration, complex document building automation, AI-powered content suggestions, and much more.

Join Our Team

If you're a seasoned professional with a passion for customer delivery and partnership, we encourage you to apply for this exciting opportunity. As a Director of Customer Delivery at arenaflex, you'll have the chance to make a real impact on the lives of citizens and help drive impactful changes in the public sector. Apply for this job