Wire is on a mission to help customers protect what matters by providing a secure collaboration platform. They are seeking a Customer Operations Delivery Lead to take ownership of a strategic enterprise account, driving service delivery and ensuring customer satisfaction through effective coordination across teams.
Responsibilities:
- Own end-to-end delivery and operational performance for a key strategic customer, ensuring exceptional service levels and long-term success
- Be the single point of accountability for the customer account, relationships, escalation management, and resolution of complex customer issues
- Lead a cross-functional team within a matrix structure (detailed below) with full accountability for these resources
- Drive release planning and customer communication, ensuring transparency and expectation management on product updates and delivery timelines
- Build strong, trust-based relationships with senior customer stakeholders, particularly in enterprise environments
- Identify risks, dependencies, and operational gaps within the customer experience, and proactively implement improvements to enhance service delivery
- Ensure internal alignment and prioritisation of customer needs, balancing business objectives with customer expectations
- Support continuous improvement of delivery processes, contributing to scalable and efficient customer operations
- Lead complex onboarding and rollout for large-scale enterprise organisations, ensuring structured, efficient, and scalable adoption
- Prioritise and drive delivery of critical features, fixes, and enhancements by aligning customer needs with Product and Engineering roadmaps
- Manage and escalate critical topics executive sponsors, ensuring the right information is made visible for timely decision-making at the highest level
- Own service performance against SLAs, ensure the team is delivering clear reporting, insights, and continuous improvement initiatives to ensure operational excellence and customer satisfaction
Requirements:
- 10+ years of experience in enterprise service delivery, customer operations, or technical account management within a SaaS or technology environment
- Proven experience managing complex, high-value enterprise customers
- Experience working closely with Product and Engineering teams to prioritise and deliver critical features, fixes, and enhancements in line with customer and business needs
- Demonstrated ability to engage with and escalate to executive stakeholders, effectively communicating risks, priorities, and decisions in high-impact situations
- Strong understanding 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 for large-scale enterprise customers, including complex stakeholder environments and structured implementation programs
- Strong experience in triage, escalation management, and cross-functional coordination in a fast-paced environment
- Demonstrated ability to lead delivery planning, including release coordination and stakeholder communication
- Excellent stakeholder management skills, with the ability to engage and influence at senior levels
- Fluency in German and English is required
- Strong problem-solving mindset with a proactive, ownership-driven approach