Director, Customer Delivery & Outcomes

Ema Unlimited, Inc.

Job Overview

Location

United Kingdom (Remote)

Job Type

Full-time

Full Job Description

📋 Description

• Ema is at the forefront of enterprise AI, building the world's first Universal AI Employee. This role is pivotal in ensuring our strategic enterprise clients achieve tangible, measurable outcomes through our advanced agentic AI platform. You will be the ultimate owner of a portfolio of key accounts, responsible for every aspect of their success, from initial engagement to ongoing value realization and expansion. This is a high-impact position where your strategic leadership and deep understanding of customer needs will directly drive the adoption and success of cutting-edge AI solutions, transforming complex enterprise workflows and replacing manual operations with reliable, scalable AI systems.
• As the Director, Customer Delivery & Outcomes, your day-to-day responsibilities will be multifaceted and demanding, reflecting the comprehensive ownership this role entails. You will serve as the primary point of accountability for your assigned enterprise accounts, acting as the main contact for any customer issues, whether they relate to delivery, product quality, adoption challenges, critical escalations, or future expansion opportunities. A significant part of your role involves maintaining a comprehensive, holistic view of each account, meticulously tracking engagement status, identifying and mitigating risk exposure, managing the opportunity pipeline, and aligning with the customer's strategic priorities on a quarterly basis. This includes developing and executing robust account plans, outlining engagement roadmaps, forecasting resource needs, conducting thorough risk assessments, and formulating effective growth strategies.
• A core function of this role is Delivery Orchestration. You will be responsible for staffing and directing cross-functional delivery teams, which may include Engineering Leads, Implementation Managers, and AI Application Engineers, across your portfolio of accounts. Your oversight will extend to ensuring the quality of delivery across all engagements; this involves reviewing solution architectures, participating in go-live rehearsals, and verifying the rigor of evaluation processes. You will also manage interdependencies between different engagements within a single account, such as shared integration infrastructure required for parallel deployments. As the primary delivery escalation point, you will lead 'war room' sessions, coordinate resolution efforts between Engineering and Product teams, and ensure clear, consistent communication of solutions back to the customer. While you will not be writing code, your technical judgment will be crucial in reviewing architectures, challenging scope that may be unrealistic, and ensuring overall go-live readiness. Your primary leverage will come from your orchestration skills and sound decision-making.
• Outcome Ownership and Continuous Improvement are central to this role. You will be directly accountable for post-go-live outcomes, including user adoption, demonstrable Return on Investment (ROI), accuracy of AI performance, and the cultivation of user trust. This involves conducting regular usage readouts, analyzing key metrics such as AI deflection rates, false positive/negative trends, human-in-the-loop escalation patterns, user bypass rates, and other trust signals. A critical aspect is the ability to differentiate between product-related issues and those stemming from process, training, or expectation gaps, recognizing that not all perceived problems are engineering failures. You will drive iterative improvement cycles, moving from readout and diagnosis to prioritization, fixing, and re-measurement. Crucially, you will translate these technical outcomes into clear business language, articulating efficiency gains, cost savings, and error reductions, supported by actionable diagnosis and strategic plans, rather than relying solely on raw data dashboards.
• Executive Stakeholder Leadership is paramount. You will lead Quarterly Business Reviews (QBRs) with VP/C-level stakeholders, presenting comprehensive updates on outcomes, identified risks, proposed improvement plans, and the strategic roadmap for each account. A key skill will be navigating complex internal customer politics, facilitating alignment between differing priorities of various departments, such as IT and Business units, around shared success metrics. You must be adept at communicating difficult news credibly, presenting data, diagnosis, and recovery plans transparently without eroding trust. You will also be responsible for handling high-stakes C-level escalations, stepping in when critical stakeholders question ROI or threaten contract termination, acting as the primary point of contact and resolution.
• Commercial Growth is a direct result of your ability to deliver exceptional value. You will grow your book of business by identifying and capitalizing on outcome-driven expansion opportunities. This involves delivering the initial Statement of Work (SOW) excellently, rigorously measuring and proving ROI, presenting this evidence compellingly to the C-suite, and then proposing subsequent SOWs that are firmly grounded in demonstrated value. You will identify new use cases by developing a deep understanding of customer business processes and pain points, rather than by simply promoting a product catalog. Your judgment will be key in knowing when to push for expansion versus when to focus on stabilizing and optimizing existing deployments, as premature expansion can erode trust. You earn the right to grow by consistently delivering first. You will also co-sell with the Sales team, providing the essential delivery credibility and outcome evidence that facilitates the closure of expansion proposals.
• You will serve as a vital Product & Platform Partner, acting as the voice of your customers to the Product and Core Engineering teams. This involves translating observed field patterns into structured, actionable feedback, moving beyond isolated, one-off requests. You will identify cross-customer patterns that may indicate broader platform gaps or strategic opportunities. You will collaborate closely with Product management on customer-facing roadmap discussions, providing insights on what features are needed, what is currently lacking, and how to effectively manage customer expectations regarding product development.
• Finally, Team Development is an integral part of your leadership. You will coach and mentor Engineering Leads and Implementation Managers, focusing on enhancing their skills in architecture quality, customer communication, delivery discipline, and outcome-oriented thinking. You will promote the adoption of shared standards and best practices across all engagements within your portfolio. Furthermore, you will contribute to building reusable assets at the account level, such as engagement playbooks, QBR templates, outcome tracking frameworks, and criteria for qualifying expansion opportunities, thereby institutionalizing best practices and accelerating future success.

🎯 Requirements

• 15+ years of experience in enterprise technology delivery, consulting, account management, or customer leadership roles.
• 5+ years of direct, end-to-end ownership of enterprise accounts, encompassing delivery, outcomes, relationship management, and growth, rather than managing individual projects within larger accounts.
• Proven track record of managing or directing delivery teams (e.g., Engineering Leads, Technical Program Managers, consultants) specifically assigned to your accounts.
• Demonstrated experience in post-go-live outcome ownership, including measuring ROI, tracking adoption, driving continuous improvement initiatives, and successfully rebuilding customer trust following production issues.
• Commercial accountability, with a history of growing account revenue through outcome-driven expansion strategies, not solely focusing on retention.
• Experience managing enterprise stakeholders at the VP/C-level across multiple concurrent accounts.
• A strong production track record, demonstrating success beyond Proof of Concepts (POCs), with a focus on scale and accountability.

🏖️ Benefits

• Remote work opportunity within the United Kingdom.
• Opportunity to work with cutting-edge agentic AI technology.
• Be a key player in a rapidly scaling startup environment.
• Ownership of strategic enterprise accounts and direct impact on customer success and company growth.
• Collaborative environment with experienced leadership from top tech companies.

Skills & Technologies

Remote

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Ema Unlimited, Inc.

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About Ema Unlimited, Inc.

Ema Unlimited, Inc. provides an AI-powered universal employee platform that automates complex workflows across support, sales, legal, and compliance teams. Its agentic system integrates with enterprise applications, synthesizes data, and executes tasks through natural language commands, reducing manual effort and accelerating decision-making for mid-market to Fortune 500 organizations.

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