31 applicants

Company

ABBYY · 1 day ago

Director, Product Experience & Delivery Management

United States

Full-time

Remote

Director/Executive

$130K/yr - $195K/yr

5+ years exp

Maximize your interview chances

AnalyticsCommunications Infrastructure

Insider Connection @ABBYY

Discover valuable connections within the company who might provide insights and potential referrals.
Get 3x more responses when you reach out via email instead of LinkedIn.

Responsibilities

Develop and execute the service delivery strategy to ensure high-quality, consistent, and scalable service for clients.

Lead, mentor, and manage a team of Service Delivery Managers and Product Owners, fostering a culture of client-centricity, accountability, and continuous improvement.

Align service delivery objectives with business goals, working with senior leadership to prioritize resources, set targets, and allocate budgets.

Lead, inspire, and develop a high-performing support team, including recruiting, training, and coaching to foster a customer-first culture.

Build career development and performance management plans for team members at all levels.

Build strong relationships with key clients, acting as a strategic advisor to understand their needs and ensure a positive service experience.

Proactively manage client expectations, regularly reviewing and communicating service performance, and addressing any escalations.

Oversee the service delivery framework for client onboarding, training, and long-term engagement to ensure a seamless experience.

Provide additional product expertise and guidance to customers during product launches.

Implement and optimize service delivery processes, tools, and workflows, aiming to increase efficiency and standardization across teams.

Collaborate with Product, Engineering, and Customer Success teams to refine and improve product/service offerings based on customer feedback and industry trends.

Develop and track performance metrics (KPIs) to ensure adherence to contractual SLAs, identify gaps, and drive continuous improvement initiatives.

Drive Supportability in collaboration with Product and Development teams, ensure that how the product is supported is also part of the definition of done for releases.

Identify and mitigate potential risks within the service delivery framework, ensuring compliance with all applicable regulations, standards, and internal policies.

Prepare and maintain disaster recovery and business continuity plans for uninterrupted service delivery.

Proactively identifying and manage possible escalations, avoiding escalations coming from the field or customers.

Ensure effective internal and external incident communications, status updates, and Root Cause Analysis (RCA) management.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Service Delivery ExperienceService Delivery OperationsLeadership & People ManagementCustomer-Centric MindsetITIL CertificationSaaS ExperienceRelationship-Building

Required

Proven experience in Service Delivery, Customer Success, or Operations within the tech industry, with at least 5 years in a leadership role.

Strong understanding of the company’s products and technical offerings, with the ability to communicate technical concepts to both technical and non-technical stakeholders.

Proven experience managing large-scale service delivery operations with complex, multi-tiered services or products. Strong knowledge of service delivery processes, frameworks, and best practices (e.g., ITIL, Six Sigma).

Exceptional customer service skills, with a focus on understanding customer sentiment and ensuring SLAs for all aspects of service delivery.

Ability to manage complex customer issues, work cross-functionally with internal teams, and identify creative solutions to meet customer needs.

Strong interpersonal and communication skills, with the ability to build trust with stakeholders across the company and with customer executives.

Experience with Support and service delivery metrics and KPIs, monitoring and alerting tools, and reporting platforms to monitor effectiveness of service delivery programs.

Strong leadership and people management skills, with experience in coaching & mentoring and developing individuals and teams.

Preferred

Must have previous experience driving Service Delivery strategy within Technical Support, Customer Care, Customer Success, or Product Management function in a software-as-a-service (SaaS) environment.

ITIL (Information Technology Infrastructure Library) certification or equivalent experience in service management best practices is highly desirable.

Bachelor’s Degree in Business, Communications, Information Technology, or a related field; advanced degree preferred.