Job Description:The
Senior Director, Client Delivery is a key senior leader responsible for shaping and executing the strategic direction of client delivery for real estate broker operations. This role ensures the seamless implementation of complex solutions, fosters long-term client relationships, and drives operational excellence across a portfolio of high-impact engagements for our real estate broker solutions . The Senior Director leads a team of senior delivery professionals and collaborates cross-functionally with internal stakeholders to elevate service quality, accelerate time-to-value, and deliver measurable business outcomes for our clients.
This role requires a strong leader who combines deep delivery expertise with a strong business acumen to influence product development, streamline delivery methodologies, and scale client operations efficiently within a matrixed, high-growth environment.
Key Responsibilities:Leadership & Strategy- Define and execute the strategic vision for client delivery, aligned with organizational goals and growth initiatives.
- Serve as a senior member of the delivery leadership team, contributing to company-wide planning, budgeting, and performance reviews.
- Partner with product, technology, and customer success teams to evolve delivery frameworks, methodologies, and client onboarding experiences.
- Foster a culture of high performance, innovation, and continuous improvement across delivery operations.
Client Delivery Oversight- Oversee end-to-end delivery for the most complex client projects, ensuring successful outcomes related to scope, timeline, and quality.
- Serve as an executive sponsor and escalation point for strategic client relationships and high-risk engagements.
- Implement delivery best practices and governance frameworks to ensure repeatable, scalable success across teams and projects.
Team & Organizational Leadership- Lead, mentor, and grow a high-performing team of managers and delivery professionals.
- Drive organizational development initiatives including talent acquisition, succession planning, and capability building.
- Champion a diverse, inclusive, and collaborative work environment that drives employee engagement and retention.
Client Engagement & Advocacy- Cultivate trusted advisor relationships with key clients, ensuring a deep understanding of their business goals and how our solutions can accelerate their success.
- Collaborate with Customer Success and Sales leadership to support client renewals, expansions, and retention strategies.
- Embed structured mechanisms to capture and act on client feedback to inform product enhancements and service improvement.
Operational Excellence- Monitor and report on KPIs, delivery metrics, and SLAs to track performance, quality, and efficiency.
- Identify and eliminate delivery bottlenecks, inefficiencies, and risks through root cause analysis and proactive planning.
- Drive automation, process improvements, and tooling enhancements to optimize delivery scalability and consistency.
Job Qualifications:- Bachelor's or Master's degree in Business, Computer Science, Engineering, or a related field; MBA preferred.
- 15+ years of experience in client delivery, implementation, or customer success roles within SaaS, enterprise software, or B2B technology environments.
- 7+ years of senior leadership experience leading cross-functional delivery teams in a matrixed organization.
- Proven experience managing large-scale, complex enterprise implementations with multiple stakeholders and dependencies.
- Familiarity with the mortgage, financial services, or real estate technology industries is highly desirable.
- Demonstrated success in scaling delivery operations and building high-performing teams.
- Deep understanding of project management methodologies (Agile, Waterfall, hybrid models) and relevant tools.
- Exceptional communication, negotiation, and executive presence.
- Ability to think strategically while executing tactically.
- Certifications such as PMP, ITIL, or Lean Six Sigma are a plus.
Annual Pay Range:134,400 - 188,000 USD
Application Window:This opportunity is expected to remain posted through the date identified below, subject to business needs.
2026-06-30
Thrive with CotalityAt Cotality, we offer more than just a job, we provide a benefits experience designed to support your whole self. From a flexible working model to competitive time off and standout health coverage with meaningful perks and growth opportunities, our package is built to help you thrive at work and in life.
Highlights, depending on role classification, include:
- Time off: Generous PTO and 11 paid holidays, plus well-being and volunteer time off.
- Family Support: Up to 16 weeks of fully paid parental leave and a baby stipend.
- Health: Multiple medical plan options with mental health and wellness support offerings.
- Retirement: 401(k) with company match and vesting after one year.
- Financial Perks: $400 annual well-being stipend and tuition assistance up to $5,250.
- Extras: Recognition Rewards, Referral bonuses, exclusive discounts and more!
