Health & Wellness: Medical, dental, vision, HSA with company match, dependent care FSA, life & disability coverage, voluntary plans, legal/ID protection, pet insurance, EAP

Financial: 401(k) with company match, annual bonus based on company performance, referral bonuses, discounts, phone allowance; field roles: travel pay, per diem, company-paid lodging, and company vehicle (if applicable)

Time Off & Flexibility: Flexible PTO for salaried roles; starting at 15 days (PTO with 2 floating holidays) for hourly roles; paid holidays, floating holidays, parental leave, bereavement leave, and hybrid/remote options

Career Growth: Tuition reimbursement, annual professional development grants, online learning resources, leadership programs, and internal growth opportunities 

Additional Benefits: Recognition programs, scholarships and educational stipends for children, company paid sabbaticals and company outings with access to local events.

Note: benefits eligibility may be based on employment status, tenure, location, or other factors

The Senior Customer Delivery Lead (CDL) is responsible for coordinating execution across multiple projects, programs, and lines of business for assigned customer accounts. This role ensures consistent delivery, alignment across internal teams, and a seamless operational experience for the customer. The CDL serves as the primary operational interface and partners with Key Account Managers (KAMs), P&L leaders, and Project Managers.

Essential Duties and Responsibilities

Account-Level Execution Leadership

• Lead the overall execution cadence for assigned customer accounts across multiple projects, programs, and lines of business

• Establish and manage a consistent operating rhythm, including:

  • Weekly execution reviews

  • Program-level status reporting

  • Cross-functional coordination meetings

• Serve as the central point of coordination to ensure all delivery activities are aligned to customer expectations and contractual commitments

• Maintain a consolidated, real-time view of all active workstreams across the account

Customer-Facing Operational Leadership

• Act as the primary point of contact for all day-to-day operational communication with the customer

• Lead recurring customer meetings, including:

  • Status updates

  • Issue resolution discussions

  • Program reviews

• Ensure communication is:

  • Accurate

  • Consistent

  • Proactive

• Build strong working relationships at the operational level within the customer organization

Cross-Functional Coordination

• Coordinate delivery across:

  • Multiple Project Managers

  • Multiple P&L leaders

  • Shared Services functions

• Align priorities, schedules, and resources across teams to ensure seamless execution

• Identify and resolve:

  • Cross-project dependencies

  • Resource conflicts

  • Scheduling constraints

Program Oversight & Execution Visibility

• Develop and maintain account-level dashboards and reporting that provide visibility into:

  • Project status

  • Key milestones

  • Risks and issues

  • Performance metrics

• Ensure leadership (KAM, P&L leaders, senior management) has clear and timely insight into account performance

• Standardize reporting across projects to ensure consistency and transparency

Risk Identification & Issue Resolution

• Proactively identify risks across programs, including:

  • Schedule delays

  • Resource constraints

  • Vendor performance issues

• Drive resolution by coordinating with appropriate stakeholders across the organization

• Escalate issues appropriately:

  • To P&L leaders for execution-related challenges

  • To KAM for customer-sensitive or strategic issues

Alignment with Account Strategy

• Partner closely with the KAM to ensure execution aligns with overall account strategy and growth objectives

• Provide operational insight to support:

  • Customer planning

  • Account reviews

  • Strategic discussions

• Ensure delivery performance supports long-term customer satisfaction and retention

Support for Growth & Expansion

• Collaborate with KAM / Business Development to:

  • Provide operational input into new opportunities

  • Assess feasibility of proposed solutions

  • Ensure alignment with delivery capabilities

• Support onboarding of new programs or expansions within existing accounts

Continuous Improvement

• Identify opportunities to improve:

  • Delivery processes

  • Coordination efficiency

  • Customer communication

• Work with Shared Services and P&L leaders to implement improvements and standardize best practices

• Drive consistency across programs and accounts

Governance & Compliance Alignment

• Ensure delivery activities align with:

  • Internal processes and standards

  • Quality expectations

  • Contractual requirements

• Coordinate with Quality and other support functions as needed to address compliance or performance issues

Managerial Responsibility

• This position may have direct reports.  

Travel/Shift Requirements

• This position requires travel up to 60%

Physical Demands

• Verbal Communication: Requires the ability to speak clearly and effectively during extended 

phone and video calls, conveying ideas and concepts to customers, leadership, and team 

members. 

• Visual Acuity: Must be able to view and interpret complex documents, spreadsheets, and 

presentations on a computer screen for extended periods. 

• Manual Dexterity: Regular use of hands and fingers is required to operate a computer keyboard, 

• mouse, and other office equipment. 

• Sitting for Prolonged Periods: The role primarily involves sitting at a desk for long periods while 

• working on a computer or participating in virtual meetings. 

• Auditory Ability: Requires the ability to hear and understand information communicated during 

• meetings and conference calls, including discerning varying tones and voices. 

• Cognitive Focus: Must maintain focus and concentration to grasp complex financial concepts, 

• develop strategic plans and make informed decisions during meetings and work sessions. 

Skills and Abilities Required

• Strong understanding of P&L drivers (revenue, contribution margin, labor absorption, freight impact)

• Ability to analyze program-level profitability and forecast risk

• Experience reviewing cost-to-complete projections

• Ability to connect operational performance to financial outcomes

• Ability to present to executive stakeholders (internal and customer-side)

• Strong facilitation skills in high-conflict or high-pressure environments

• Skilled at navigating matrixed organizations

• Ability to influence without formal authority

• Strong negotiation and de-escalation skills

• Ability to connect operational trends to long-term account growth

• Experience building scalable operating rhythms

• Experience standardizing governance across complex programs

• Data-driven decision making

• Quality and audit exposure

• Vendor performance management experience

Education and Experience Required

• Bachelor’s degree in Business, Engineering, Construction Management, Supply Chain, or related field; or equivalent experience.

• 10+ years of experience in program management, operations leadership, or account delivery 

• Experience managing muti-million-dollar customer portfolios

• Direct experience interfacing with enterprise or strategic accounts 

• Experience in telecom infrastructure, construction, or manufacturing delivery environments