Director Customer Deployment & Delivery

Hi Marley is looking for a strategic and customer-obsessed Director to lead our Customer Deployment & Delivery organization. This leader will build on our reputation as a trusted partner while evolving how we deliver value to customers as our product portfolio expands and AI-powered solutions become an increasingly important part of the customer experience.

You will develop and lead a high-performing team responsible for implementation integrations and customer deployment ensuring customers achieve meaningful business outcomes while helping shape the future of our delivery model. This is an opportunity for an operator and builder who is energized by scale ambiguity and the chance to influence how customer deployment evolves at a growing company. Teamwork and shared enthusiasm are a core part of our culture which is why this role involves joining us in the Boston office for 2-3 days each week. 

What You’ll Do: 

• Lead and develop a high-performing Customer Deployment & Delivery organization responsible for implementation integrations onboarding adoption readiness and successful customer launches
• Ensure customers achieve meaningful business outcomes while preserving the trusted-partner experience that has become a hallmark of Hi Marley
• Build strong relationships with customer stakeholders serving as a strategic advisor who helps customers successfully adopt new ways of working and maximize the value of their investment at the start
• Drive excellence in customer deployment outcomes from kickoff through transition to Customer Success ensuring consistent execution accountability and high-quality delivery
• Continuously improve deployment methodologies processes playbooks and tools to increase scalability quality predictability and time-to-value
• Design and evolve delivery approaches based on customer segment product complexity and business objectives balancing customer outcomes with efficient use of team capacity
• Establish and monitor key performance indicators that measure deployment quality customer outcomes adoption team productivity and operational effectiveness
• Partner closely with Product Engineering Customer Success Support Sales and Learning & Enablement to create a seamless customer experience and ensure deployment insights influence product and business decisions
• Identify opportunities to leverage automation technology and emerging capabilities to improve customer outcomes streamline delivery and increase organizational leverage
• Help shape how Hi Marley evolves its deployment and services model as our product portfolio expands and AI-powered solutions become an increasingly important part of the customer experience
• Operate effectively in ambiguity helping the organization evaluate test and refine new approaches to customer deployment service delivery and adoption
• Foster a culture of accountability continuous improvement customer obsession innovation and team development while building the next generation of leaders within the organization 

What We’re Looking For: 

• 10+ years of experience leading enterprise SaaS implementation professional services customer deployment consulting or customer transformation organizations.
• 5+ years of people leadership experience including building developing and leading high-performing teams through growth and change.
• Experience in the P&C insurance industry and an understanding of insurance operations workflows and customer experience challenges.
• Proven success leading complex customer deployments and driving measurable business outcomes in a B2B software environment
• Strong consultative leadership skills with the ability to build trusted relationships guide customers through organizational change and influence executive stakeholders
• Experience designing improving and scaling operational processes delivery methodologies or service models that improve customer outcomes and organizational effectiveness
• Demonstrated ability to partner effectively across Product Engineering Sales Customer Success Support and other cross-functional teams
• Experience leading multidisciplinary teams that combine implementation integration consulting and customer-facing delivery expertise
• Strong business acumen executive presence and communication skills with the ability to engage both technical and business audiences
• Demonstrated ability to operate effectively in ambiguity solve complex problems and drive progress in environments where the answer is not always obvious
• Intellectual curiosity and a growth mindset with enthusiasm for exploring how emerging technologies and evolving customer expectations can shape future customer experiences
• A genuine curiosity about AI and emerging technologies paired with the judgment to apply them thoughtfully and responsibly 

Compensation Benefits & Perks: 
At Hi Marley we are committed to fair and transparent pay practices. The annual base salary for this role is expected to fall within the range of [$109000–$202000] depending on experience skills qualifications and location. Offers are determined based on these factors as well as internal peer equity. It’s most common for new hires to start near the midpoint of the range allowing room for growth as employees develop in their role. 

What We Do

Hi Marley is the first intelligent conversational platform built for P&C insurance and powered by SMS. Designed by insurance professionals Hi Marley enables lovable convenient conversations across the entire ecosystem saving money and time for carriers while building customer loyalty through delightful interactions. Hi Marley's industry-leading collaboration coaching and analytics capabilities deliver crucial insights that streamline carrier operations while enabling a frictionless customer engagement experience. The solution is made for the enterprise; it’s fast to deploy easy to use and seamlessly integrates with core insurance systems. Through its advanced conversational technology Hi Marley reduces friction – empowering innovative carriers to reinvent the customer and employee experience.

Why Work With Us

Our team is made up of people who care about each other and are passionate about what we do in and outside of work. We promote a culture of continuous learning always seeking ways to be better for ourselves our team and our customers. Creativity is encouraged and valued throughout the company and is paramount to our innovation.

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