Director, Delivery

PG Forsta is the leading experience measurement, data analytics, and insights provider for complex industries-a status we earned over decades of deep partnership with clients to help them understand and meet the needs of their key stakeholders. Our earliest roots are in U.S. healthcare -perhaps the most complex of all industries. Today we serve clients around the globe in every industry to help them improve the Human Experiences at the heart of their business. We serve our clients through an unparalleled offering that combines technology, data, and expertise to enable them to pinpoint and prioritize opportunities, accelerate improvement efforts and build lifetime loyalty among their customers and employees.

Like all great companies, our success is a function of our people and our culture. Our employees have world-class talent, a collaborative work ethic, and a passion for the work that have earned us trusted advisor status among the world's most recognized brands. As a member of the team, you will help us create value for our clients, you will make us better through your contribution to the work and your voice in the process. Ours is a path of learning and continuous improvement; team efforts chart the course for corporate success.

Mission

We empower organizations to deliver the best experiences. With industry expertise and technology, we turn data into insights that drive innovation and action.

We partner clients to gather the voice of consumers and the workforce to gain insights that address unmet needs. Through the use of integrated data, advanced analytics and strategic advisory services, we are helping clients transform their organizations to deliver high quality services and lifetime loyalty.

Values

• Energize the customer relationship: Our clients are our partners. We make their goals our own, working side by side to turn challenges into solutions.
• Success starts with me: Personal ownership fuels collective success. We each play our part and empower our teammates to do the same.
• Commit to learning: Every win is a springboard. Every hurdle is a lesson. We use each experience as an opportunity to grow.
• Dare to innovate: We challenge the status quo with creativity and innovation as our true north.
• Better together: We check our egos at the door. We work together, so we win together.

The Director of Delivery is a key leadership position responsible for overseeing the successful delivery of client-focused projects, managing application support functions, ensuring high-quality implementation, and driving operational excellence across the delivery teams. This role will focus on driving client satisfaction through the seamless execution of delivery and application support services, ensuring that all systems perform optimally and that clients experience high levels of service and issue resolution.

This position works closely with cross-functional leaders in Sales, Product, Technology, and Support teams to optimize delivery processes, enhance client satisfaction, and drive business growth. The Senior Director will lead, mentor, and develop a team of Delivery Managers, Application Support Engineers, and Implementation Specialists, fostering a culture of accountability, collaboration, and continuous improvement.

Key Responsibilities:

• Strategic Leadership & Execution
  • Lead the development and execution of delivery strategies, ensuring successful product implementations and seamless application support for clients.
  • Define and implement a "North Star" strategy for delivery and support teams, continuously evolving people, processes, systems, and success metrics to improve service delivery, efficiency, and client engagement.
  • Collaborate with cross-functional teams (Sales, Product, Engineering, etc.) to inform strategic priorities, allocate resources, and align delivery operations with application support needs.
  • Oversee the application support lifecycle, ensuring efficient and responsive resolution of client issues, system optimizations, and enhancements post-implementation.
• Team Leadership & Development
  • Lead, mentor, and develop a team of Delivery Managers, Application Support Engineers, and Specialists, ensuring clear goal-setting, performance measurement, and growth opportunities.
  • Foster a culture of collaboration, accountability, and continuous learning, ensuring that the team operates effectively and meets or exceeds client expectations in both delivery and support functions.
  • Identify and remove barriers to team success, including addressing resource gaps, optimizing workflows, and improving internal processes to maximize performance across delivery and support activities.
• Focus on Client Satisfaction
  • Ensure high levels of client satisfaction by overseeing the quality of implementation and post-implementation support services.
  • Work closely with cross-functional teams to address client needs, prioritize deliverables, and ensure seamless delivery of services.
  • Monitor client feedback and use insights to drive improvements in service delivery, application performance, and overall client experience.
  • Advocate for the client's needs within the organization, ensuring that delivery and support teams are aligned with client satisfaction goals and addressing issues proactively.
  • Lead troubleshooting and root cause analysis efforts for client-reported issues, working closely with technical teams to resolve problems quickly and prevent recurrence.
• Process Optimization & Continuous Improvement
  • Identify opportunities for process improvements across the delivery lifecycle and support functions, focusing on efficiency, transparency, and quality in both implementation and ongoing support.
  • Establish and maintain high standards for project management practices, including clear timelines, risk mitigation, and adherence to SLAs, KPIs, and support processes.
  • Utilize data-driven insights to track team performance, client health, and support outcomes, driving decisions to improve operational performance and client success.
• Cross-functional Collaboration
  • Work closely with Sales, Product, and Engineering teams to ensure alignment on deliverables, expectations, and product roadmaps.
  • Ensure the accurate scoping of client projects, collaborating with sales teams to set realistic expectations and ensure alignment between pre-sales and post-sales processes.
  • Provide regular feedback to Product and Engineering teams regarding client needs, product enhancements, and potential new business opportunities.
• Reporting & Accountability
  • Establish regular reporting mechanisms to track the health of client accounts, project status, application support cases, and team performance, providing senior leadership with actionable insights.
  • Manage and communicate project timelines, deliverables, and resource allocation, ensuring that client commitments are met on time and that application support SLAs are consistently adhered to.
  • Take full accountability for the successful delivery of client projects, including managing scope changes, mitigating risks, and resolving issues proactively.
  • Establish clear SLAs for application support services, ensuring that support teams respond to client inquiries, incidents, and requests within defined timeframes, with a focus on high client satisfaction and issue resolution.

• Education & Experience
  • Bachelor's degree in Business, Technology, or a related field. A Master's degree or relevant certifications (e.g., PMP, ITIL) is a plus.
  • At least 10-15 years of experience in delivery, implementation, or project management roles, with a proven track record of managing large, complex client engagements and application support services.
  • Minimum of 5 years in a leadership role, managing and developing teams of delivery professionals and application support specialists.
• Skills & Expertise
  • Strong leadership and team management skills, with experience leading high-performing, cross-functional teams across both delivery and support functions.
  • Expertise in project management, with a deep understanding of delivery methodologies (Agile, Waterfall, etc.) and tools for tracking and managing project progress.
  • Proven experience managing application support services, including troubleshooting, incident management, and ensuring high system uptime and performance.
  • Ability to think strategically while also executing on day-to-day operational needs, balancing long-term vision with short-term goals.
  • Proven experience with process optimization, continuous improvement initiatives, and scaling delivery and support operations.
• Technical Proficiency
  • Familiarity with enterprise software solutions, application support processes, and product implementation.
  • Strong understanding of application performance monitoring, troubleshooting, and system optimization techniques.
  • Familiarity with ITIL or other best practices in application support management.
  • Proficient in project management and CRM tools (e.g., Jira, Asana, Salesforce) and the ability to leverage technology to enhance team performance and client outcomes.
• Personal Attributes
  • Strong communication skills, with the ability to present to and influence senior leaders and colleagues.
  • A collaborative, solution-oriented mindset, with a focus on achieving results through effective teamwork and client success.
  • Highly organized and detail-oriented, with the ability to manage multiple projects, priorities, and support cases simultaneously.
  • A passion for mentoring and developing talent, fostering a culture of growth and accountability within the team.

Working Conditions:

• Full-time position; may require occasional travel to client sites or other business locations.
• Flexibility in work hours, including the ability to manage teams across different time zones.

Press Ganey Associates LLC is an Equal Employment Opportunity/Affirmative Action employer and well committed to a diverse workforce. We do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, veteran status, and basis of disability or any other federal, state or local protected class.

Pay Transparency Non-Discrimination Notice - Press Ganey will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.

The expected base salary for this position is $127,000.00-$175,000.00 per year. It is not typical for offers to be made at or near the top of the range. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, licensure or certifications obtained. Market and organizational factors are also considered. In addition to base salary and a competitive benefits package, successful candidates are eligible to receive a discretionary bonus or commission tied to achieved results.

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