Customer Operations Delivery Lead (SaaS)

TL;DR

Customer Operations Delivery Lead (SaaS): Driving end-to-end service delivery and operational performance for strategic enterprise accounts with an accent on SLA management, escalation resolution, and cross-functional leadership across product and engineering. Focus on orchestrating complex enterprise rollouts, shaping delivery priorities, and building trust-based relationships with senior stakeholders.

Location: Must be based in Germany (Remote or Hybrid in Berlin/Stuttgart).

Company

hirify.global is a privacy-first communication platform dedicated to providing secure collaboration solutions to global enterprises.

What you will do

• Own end-to-end service delivery and operational performance for key strategic enterprise customers.
• Act as the single point of accountability for escalations, issue resolution, and complex technical stakeholder management.
• Lead cross-functional teams across product, engineering, and support within a matrix structure.
• Drive release planning and communication to ensure alignment between customer needs and internal product roadmaps.
• Manage large-scale enterprise onboarding and rollout initiatives to ensure efficient adoption.
• Monitor SLA performance and implement continuous improvement initiatives for service excellence.

Requirements

• 10+ years of experience in enterprise service delivery, customer operations, or technical account management.
• Fluency in both German and English is required.
• Proven track record of managing complex, high-value enterprise customer relationships.
• Deep experience in SLA management, service performance reporting, and translating data into actionable insights.
• Strong background in steering product and engineering teams to prioritize critical fixes and features.
• Must be based in Germany to accommodate remote or hybrid work arrangements.

Nice to have

• Experience working in privacy-first or secure communications technology sectors.
• Deep understanding of enterprise SaaS implementation lifecycles.

Culture & Benefits

• Collaborative and inclusive environment focused on open innovation and secure communication.
• Yearly education budget of 1000 EUR.
• Urban Sports Club membership for health and wellbeing.
• Flexible work policy with options for remote work or office presence in Berlin.
• Daily fresh food, snacks, and high-quality coffee provided at the Berlin office.