Job Description

About The Role:

This is a strategy-and-operations role, not a reporting role. The Associate Director, Delivery Operations sets the big-picture direction for how delivery runs — building the processes, models, and cadences that Implementation Engineering leadership and other delivery owners use day to day. The role facilitates and enables; it doesn't own the accountable outcomes itself, and it doesn't own report production — it owns making sure the right communication reaches the right stakeholders.

A Day in the Life:

• Work with Implementation Engineering leadership to ensure every active implementation has a live, credible milestone plan and forecast, and set the standard for how forecast accuracy (planned vs. actual) is tracked.
• Ensure account health ratings are backed by real, current evidence — usage, milestones, escalations, customer sentiment — rather than optimism or stale data.
• Build and maintain capacity models that map delivery demand against available resources by role, skill, and geography; run scenario planning (lean / balanced / high-touch) to inform hiring and staffing decisions; flag capacity risk early.
• Ensure a working change-control process exists for scope expansion on active accounts, with every change documented with rationale and impact.
• Define go-live readiness criteria together with Implementation Engineering leadership and ensure they're applied consistently; own the escalation path when readiness is contested.
• Ensure cost-to-serve is tracked at the account and portfolio level and that the numbers reconcile, partnering with Finance.
• Ensure every red or at-risk account has a real recovery plan with named owners and dates, built jointly with Implementation Engineering leadership rather than assembled after the fact.
• Ensure customer-owned and Innovaccer-owned dependencies are clearly and honestly separated in account plans, so blockers aren't hidden behind ambiguous ownership.
• Identify manual, repetitive delivery workflows that are candidates for automation or agentification, and partner with Engineering / Implementation Automation to design, pilot, and scale AI agents that reduce manual effort — tracking adoption and impact against a stated business case.
• Ensure leadership always has a real-time, trusted view of delivery health, capacity, and risk by directing what needs to be communicated and to whom — facilitating leadership reviews and driving decisions, not just relaying status.
• Partner with Legal, Security, and Finance on delivery-related risk areas such as contractual SOW commitments and data governance obligations.

What You Need

• 8–12 years of experience in delivery operations, implementation management, program/PMO, or business operations within B2B SaaS or enterprise software, ideally in a technical delivery environment.
• Demonstrated experience building and running capacity models, resource plans, or staffing scenarios tied to demand forecasts.
• Hands-on experience identifying and driving automation or AI-agent adoption in operational workflows — not just conceptual familiarity.
• Strong analytical skills — comfortable in Excel/Sheets, SQL, or BI tools to interpret delivery data and dashboards and translate them into decisions.
• Excellent stakeholder management and communication skills across Implementation Engineering, Engineering, Product, Finance, Customer Success, and C-Suite.
• Strong business acumen and judgment to prioritize, structure ambiguous problems, and drive them to closure independently, with low tolerance for unverified numbers or assumptions presented as fact.
• MBA from a premier B-school (IIM, ISB, or equivalent) preferred.