Client Delivery Operations Lead (SaaS)

TL;DR

Client Delivery Operations Lead (SaaS): Managing the operational cadence and delivery for high-profile sports clients with an accent on team leadership, workflow optimization, and client communication. Focus on translating vague client requirements into actionable delivery plans and leveraging AI to enhance team productivity and quality.

Location: Must be based in Canada. Working hours must align closely with US Eastern Time.

Salary: CAD 95,000 - 110,000

Company

High-growth B2B SaaS platform that allows companies to integrate Stories into their owned platforms, specifically serving major global sports clients.

What you will do

• Lead the day-to-day operating cadence for key client workstreams, including meeting preparation, agendas, and action logs.
• Manage and coach a small team or pod responsible for client delivery, support, and content operations.
• Establish and maintain high standards for team output, including QA checks, incident notes, and post-event reviews.
• Translate ambiguous client requests into clear delivery plans with defined scopes, owners, risks, and timelines.
• Coordinate with product, engineering, and design stakeholders to drive special projects through the business.
• Implement AI tools to accelerate investigation, documentation, and workflow improvement.

Requirements

• Must be based in Canada.
• Availability to work on US Eastern Time (ET).
• Strong experience in team leadership and operational discipline.
• High level of client-facing confidence and professional communication.
• Technical mindset comfortable with SaaS, SDKs, CMS tools, and API-based products.
• Genuine interest in basketball and understanding of the NBA season cadence.

Nice to have

• Experience in sport, media, entertainment, or content-heavy product industries.
• Background in Technical Account Management, Customer Success Operations, or Implementation.
• Proven track record of using AI tools to improve real-world professional workflows.

Culture & Benefits

• 33 days of paid leave and comprehensive benefits.
• Opportunity to work with major sports clients during high-stakes events like the NBA Finals and Draft.
• Modern tooling environment with an emphasis on leveraging AI for speed and quality.
• Fully remote work arrangement within Canada.

Hiring process

• Short recorded online video interview with a mixture of questions.
• Practical take-home task based on a realistic client delivery scenario (AI use encouraged).
• Final team interview focusing on the task, judgment calls, and management approach.