Full-Time Senior Director, Customer Delivery
Fabric is hiring a remote Full-Time Senior Director, Customer Delivery. The career level for this job opening is Senior Manager and is accepting Canada based applicants remotely. Read complete job description before applying.
Fabric
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Who we are: We are a brilliant team making our history to evolve the commerce industry. fabric is the next-generation commerce platform designed for customers to build world-class experiences. fabric empowers businesses to deliver commerce that drives conversions and customer outcomes. Leading retailers trust fabric. Founded in 2017 by industry veterans, fabric brings Amazon-level technical principles to retail.
Where we hire: Canada (Toronto & Vancouver)
Your Next Career: We seek a transformative, AI-native Sr. Director of Customer Delivery to lead our Customer Delivery, Success, and Support teams. This role is about leading a category-defining shift in enterprise software implementation. Lead a team that harnesses AI, automation, and operational excellence to significantly improve customer speed, while ensuring measurable outcomes.
Your Responsibilities:
- Oversee the full implementation lifecycle: requirements through go-live.
- Build and manage project plans, resourcing, and execution roadmaps.
- Partner with customers to solve business problems.
- Define, budget, and document project plans.
- Communicate project plans to stakeholders.
- Own operational metrics, delivery frameworks, and COE processes.
- Direct Product/Engineering and SIs (partner agencies).
- Oversee program management of deployment, testing, and rollout.
What You Bring to the Table:
- 10+ years leadership in enterprise Retail SaaS, customer delivery & solution architecture.
- Proven experience driving automation initiatives, ideally using AI.
- Deep expertise in Retail Stack (OMS, WMS, TMS, RMS, ERP). Shopify ecosystem knowledge is a plus.
- Strong technical acumen (API-first architecture, applied AI/ML).
- Track record of leading complex implementations with speed and quality.
- Strong analytical & problem-solving skills.
- Experience handling high-pressure situations.
- Business & Economics Focus (budgeting, cost control, ROI).
- Operational Excellence (scaling, optimizing SLAs, KPIs, minimizing risks).
- Customer advocate mindset, fostering key partnerships and increasing retention.
- Empathetic, hands-on leader with clarity and accountability.
- Adaptable, resilient, thriving in high-pressure environments.
- Expert communicator & influencer.
- Comfortable operating in ambiguity.
Salary: CAD $170,000 - 225,000 (annual)
Benefits: Competitive compensation packages, PTO, benefits, wellness programs, retirement savings.