Vice President, Customer Delivery

Key Responsibilities
Global Delivery & AI Transformation

Unified Global Delivery: Lead the strategy and execution of Talkdesk’s global delivery model across CCaaS and AI/agentic solutions, including Agentic Delivery and Forward Deployed teams, establishing scalable, repeatable deployment methodologies and a consistent customer experience across our portfolio.
Drive Innovation & Customer ROI: Act as a key catalyst for organizational change, evolving our delivery capabilities as we scale AI and agentic solutions alongside our core CCaaS offerings, building the technical and Forward Deployed capabilities required to deliver increasingly complex AI solutions and ensure enterprise customers accelerate time-to-value and achieve measurable ROI.
Delivery Excellence: Optimize the delivery operating structure and capabilities to meet the changing needs of our product portfolio and customers, bringing together the right Professional Services, technical, and cross-functional resources around customer outcomes.
Product & Technology Alignment: Work in direct partnership with Product and Engineering executive leaders to translate real-world deployment insights, customer edge cases, and field feedback into actionable product roadmap priorities.

Strategic Leadership & Global Impact

Customer Outcomes: Formulate and implement overarching strategies to continuously elevate the customer delivery experience, driving successful implementation, adoption, accelerated time-to-value, and measurable customer outcomes.
Executive Accountability & Enterprise Thinking: Own the overall success of the global customer delivery function. Apply broad business acumen to make strategic, enterprise-wide decisions that impact multiple functions and drive the company's long-term growth and profitability goals.
Financial Management & P&L Governance: Develop, manage, and optimize global multi-million dollar budgets across customer delivery, balancing revenue targets and gross margins while driving operational efficiencies and delivering regular financial and operational reporting to senior leadership.

Cross-Functional Orchestration & Executive Interaction

Strategic Customer Delivery: Provide executive oversight for complex and high-impact customer implementations, ensuring teams are aligned on scope, execution, risks, and outcomes. Step in directly with customers when needed to remove delivery barriers, resolve critical escalations, and ensure successful execution.
Strategic GTM Alignment: Collaborate seamlessly with Sales, Revenue, Product, and Marketing leaders to align pre-sales expectations, execute smooth customer handoffs, ensure successful delivery, and identify opportunities to improve customer outcomes.

Team Development & Organizational Capability

Scale High-Performing Teams: Drive talent strategy across the global delivery organization by recruiting, developing, and retaining world-class leaders and practitioners.
Mentorship & Culture of Excellence: Provide strategic direction, mentorship, and executive succession planning while fostering an inclusive, transparent culture centered on accountability, high-quality execution, and AI fluency.

Desired Background
Experience: 15+ years of progressive leadership experience in Professional Services within global SaaS or cloud enterprise environments, including 5+ years in a senior executive role (VP or SVP).
Technical Leadership: Strong technical foundation and demonstrated ability to lead highly technical customer delivery organizations, engage deeply with Product and Engineering teams, and credibly navigate enterprise architecture, integrations, AI/agentic solutions, and complex deployment environments.
Education: Master's degree or MBA highly preferred; Bachelor's degree required.
Executive Presence: Exceptional communication, persuasion, and C-suite negotiation skills. Proven ability to translate complex technical, product, and operational concepts into clear business value for enterprise executives.
Global Delivery Leadership: Demonstrated success leading complex, large-scale enterprise implementations and evolving global delivery models across multiple products, technologies, and customer segments, including technical and Forward Deployed delivery motions.
Strategic Knowledge & AI Expertise: Deep understanding of enterprise AI delivery (including Generative AI, LLMs, and agentic frameworks), contact center operations (CCaaS/UCaaS), enterprise software implementations, and customer retention strategies.
Complex Problem-Solving: Strong analytical and executive decision-making skills with a track record of implementing innovative solutions to overcome structural, operational, or deployment bottlenecks.
Leadership Scope: Proven ability to build, manage, and inspire large, distributed, multi-tiered global delivery organizations.