About Simplilearn
Founded in 2010 and based in Plano, Texas, and Bangalore, India, Simplilearn, a Blackstone portfolio company, is a global leader in digital upskilling, enabling learners across the globe with access to world-class training to individuals and businesses worldwide. Simplilearn offers 1,500+ live classes each month across 150+ countries, impacting over 8 million learners globally. The programs are designed and delivered with world-renowned universities, top corporations, and leading industry bodies via live online classes featuring top industry practitioners, sought-after trainers, and global leaders. From college students and early career professionals to managers, executives, small businesses, and big corporations, Simplilearn's role-based, skill-focused, industry-recognized, and globally relevant training programs are ideal upskilling solutions for diverse career or business goals.
Role Overview:
As the Sr. Director - Customer Success & Client Delivery, you will be responsible for overseeing the strategic direction and execution of all program operations for the Commercial organization. This senior leadership role will ensure that our educational products and services are delivered seamlessly to our corporate clients and business partners. You will drive operational excellence, optimize processes, and collaborate cross-functionally to deliver exceptional outcomes for our clients. This is a high-visibility role with a focus on ensuring the successful deployment and scaling of our EdTech solutions.
Key Responsibilities:
- Strategic Leadership & Execution: Define and execute the overarching strategy for program delivery operations. Align delivery initiatives with company goals and ensure the timely, cost-effective, and high-quality execution of all client projects.
- Client Engagement & Relationship Management: Lead and nurture relationships with key B2B and B2G clients, including partners. Serve as the senior point of contact for delivery matters, ensuring client expectations are met or exceeded throughout the delivery lifecycle.
- Process Optimization & Innovation: Continuously improve delivery processes to increase operational efficiency, reduce costs, and enhance client satisfaction. Implement best practices in program management, resource planning, and service delivery to meet the evolving needs of our Commercial clients.
- Cross-Functional Collaboration: Work closely with Sales, Product, Solutions Architect and Faculty teams to ensure smooth delivery of customized learning solutions. Collaborate with other departments to ensure seamless handoffs and proactive issue resolution.
- Operational Excellence: Oversee the execution of all program delivery projects, ensuring that all deliverables meet quality standards, timelines, and client specifications. Monitor and manage the performance of delivery teams, resources, and budgets.
- Team Leadership & Development: Lead, mentor, and develop the delivery operations team of 25+ members, fostering a collaborative culture focused on performance and client success. Ensure the team is equipped with the necessary tools, training, and resources to succeed.
- Risk Management & Problem Resolution: Identify potential operational risks and bottlenecks in the delivery process and take proactive steps to mitigate issues. Lead problem-solving efforts to resolve any challenges that arise and ensure minimal impact on client satisfaction.
- Reporting & Analytics: Prepare and present regular reports on delivery performance, client satisfaction, and operational metrics to senior leadership. Use data to inform decision-making and identify areas for improvement.
- Scalability & Growth: Design and implement scalable delivery frameworks to support company growth. Manage resource capacity, forecast future delivery needs, and lead initiatives to support large-scale project deployments.
- Continuous Improvement & Best Practices: Champion a culture of continuous improvement, driving the adoption of best practices across delivery operations. Encourage innovation and identify opportunities for process enhancements.
Qualifications:
- Bachelor's degree in Business, Operations Management, Information Technology, Computer Science, or a related field. A Master's degree is a plus.
- 15+ years of business experience with at least 10+ years of relevant experience in delivery or operations management. At least 8 years in a leadership role, in a similar technology-driven industry.
- Strong background of managing complex client deliverables with Fortune 1000 companies
- Must have experience working with North American clients along with other global enterprises in the Middle East, India and Europe
- Proven track record in managing B2B and B2G delivery operations, with a focus on client success, resource management, and process optimization.
- Exceptional leadership skills with a demonstrated ability to lead, motivate, and develop teams in a fast-paced, dynamic environment.
- Strong business acumen and experience in aligning operations with overall business strategy and goals.
- Excellent communication, negotiation, and relationship management skills.
- Experience with project management and data analytics tools (e.g., Salesforce, Tableau, G-Suite, etc.).
- Ability to thrive in a fast-paced, high-growth environment.
