Customer Operations Delivery Lead – Service Delivery, Customer Operations

Role Overview

• Take full responsibility for delivery and operational performance for a strategic key customer, ensuring exceptional service levels and long-term success.
• Serve as the single point of contact for the customer account, managing relationships, escalation handling, and resolving complex customer requirements.
• Lead a cross-functional team within a matrix organization with full accountability for these resources.
• Conduct release planning and customer communications to ensure transparency and manage expectations around product updates and delivery timelines.
• Build strong, trust-based relationships with senior customer stakeholders, particularly within enterprise environments.
• Identify risks, dependencies, and operational gaps in the customer experience and proactively implement improvements to optimize service delivery.
• Ensure internal alignment and prioritization of customer needs while balancing company objectives and customer requirements.
• Support continuous improvement of delivery processes to promote scalable and efficient customer operations.
• Lead complex onboarding and rollout projects for large-scale enterprise organizations to ensure structured, efficient, and scalable adoption.
• Prioritize and drive the delivery of critical features, bug fixes, and improvements by aligning customer needs with product and engineering roadmaps.
• Manage and escalate critical issues to executive sponsors to ensure the right information is visible in a timely manner for top-level decision making.
• Own service performance against SLAs, ensuring the team delivers clear reporting, insights, and continuous improvement initiatives to maintain operational excellence and customer satisfaction.

Requirements

• 10+ years of experience in service delivery for enterprise customers, customer operations, or technical account management in a SaaS or technology environment.
• Proven experience managing complex, high-value enterprise customers.
• Experience working closely with product and engineering teams to prioritize and deliver critical features, bug fixes, and improvements based on customer and business needs.
• Demonstrated ability to communicate with executives and escalate risks, priorities, and decisions in high-impact situations.
• Strong knowledge of SLA management, service performance monitoring, and reporting, with the ability to translate data into actionable insights and improvements.
• Proven experience leading onboarding and rollout processes for large-scale enterprise customers, including complex stakeholder environments and structured implementation programs.
• Extensive experience in triage, escalation management, and cross-functional coordination in a fast-paced environment.
• Demonstrated ability to plan delivery activities, including coordinating releases and stakeholder communications.
• Excellent stakeholder management skills, with the ability to engage and influence at senior levels.
• Fluent German and English are required.
• Strong problem-solving approach with a proactive, responsible mindset.

Benefits

• Annual training budget of EUR 1,000 to support your professional development.
• Urban Sports Club membership to help you stay balanced and healthy.
• Flexible working arrangements — work from our Berlin office or remotely within Germany.
• Daily fresh breakfast, fruit, snacks, and premium barista coffee in our Berlin office.
• Equal opportunity employer — we celebrate diversity and are committed to an inclusive environment for all employees.