Director of Customer Delivery – Government Agency Implementation and Partnership Expert

Are you a seasoned leader with a passion for delivering exceptional customer experiences? Do you thrive in fast-paced, innovative environments where no two days are ever the same? If so, we invite you to join arenaflex, a leading platform designed to modernize the administrative operations of government, as our Director of Customer Delivery. At arenaflex, we're on a mission to maximize the effectiveness of government operations at all levels, bringing greater efficiency, compliance, and data insights to today's government leaders. Our cutting-edge software tackles hard engineering problems like real-time collaboration, complex document building automation, AI-powered content suggestions, and much more. We're not just building software – we're transforming the way government agencies work. As our Director of Customer Delivery, you'll lead our implementation and delivery efforts for government agency customers, managing 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.

What You'll Do

As our 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 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 proven team leader with 3+ years of experience managing delivery or implementation teams. You should have a consultant mindset – you listen first, adapt quickly, and focus on customer outcomes. You're comfortable being both a manager and individual contributor, jumping between strategic oversight and hands-on project work. You excel at customer-facing interactions and can handle difficult conversations with professionalism and empathy. You have high emotional intelligence (EQ) and are naturally charismatic – customers trust and connect with you.

Essential Qualifications

* 3+ years of experience managing delivery or implementation teams

• Consultant mindset – 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
• Excel at customer-facing interactions and can handle difficult conversations with professionalism and empathy
• High emotional intelligence (EQ) and naturally charismatic – customers trust and connect with you
• Experience with complex B2B implementations or similar customer delivery processes
• Can 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
• Communicate clearly and proactively, especially when things don't go as planned

Preferred Qualifications

* Experience working with government agencies or similar complex organizations

• Proven track record of delivering successful customer implementations
• Strong understanding of procurement and project management processes
• Experience with arenaflex or similar software platforms
• Strong analytical and problem-solving skills
• Ability to work in a fast-paced, dynamic environment

What We Offer

* Competitive salary: $165,000-$195,000

• 100% benefits coverage for employee
• 401K Profit Share plan
• Flexible PTO
• Home office stipend

Work Environment

Employees located within 30 miles of our hub cities – San Francisco, Sacramento, and Washington, D.C. – are required to work onsite from Tuesday to Thursday. Remote work is available on other days.

Join Our Team

If you're a seasoned leader with a passion for delivering exceptional customer experiences, we invite you to join arenaflex as our Director of Customer Delivery. Apply now and be part of a team that's transforming the way government agencies work. Apply for this job