Director, Delivery

Company Description

PG Forsta is the leading experience measurement, data analytics, and insights provider for complex industries—a status we earned over decades of deep partnership with clients to help them understand and meet the needs of their key stakeholders. Our earliest roots are in U.S. healthcare –perhaps the most complex of all industries. Today we serve clients around the globe in every industry to help them improve the Human Experiences at the heart of their business. We serve our clients through an unparalleled offering that combines technology, data, and expertise to enable them to pinpoint and prioritize opportunities, accelerate improvement efforts and build lifetime loyalty among their customers and employees.

Like all great companies, our success is a function of our people and our culture. Our employees have world-class talent, a collaborative work ethic, and a passion for the work that have earned us trusted advisor status among the world’s most recognized brands. As a member of the team, you will help us create value for our clients, you will make us better through your contribution to the work and your voice in the process. Ours is a path of learning and continuous improvement; team efforts chart the course for corporate success.

Mission
We empower organizations to deliver the best experiences. With industry expertise and technology, we turn data into insights that drive innovation and action. 

We partner clients to gather the voice of consumers and the workforce to gain insights that address unmet needs.  Through the use of integrated data, advanced analytics and strategic advisory services, we are helping clients transform their organizations to deliver high quality services and lifetime loyalty. 

Values

• Energize the customer relationship: Our clients are our partners. We make their goals our own, working side by side to turn challenges into solutions. 
• Success starts with me: Personal ownership fuels collective success. We each play our part and empower our teammates to do the same. 
• Commit to learning: Every win is a springboard. Every hurdle is a lesson. We use each experience as an opportunity to grow. 
• Dare to innovate: We challenge the status quo with creativity and innovation as our true north. 
• Better together: We check our egos at the door. We work together, so we win together. 

Job Description

The Director of Delivery is a key leadership position responsible for overseeing the successful delivery of client-focused projects, managing application support functions, ensuring high-quality implementation, and driving operational excellence across the delivery teams. This role will focus on driving client satisfaction through the seamless execution of delivery and application support services, ensuring that all systems perform optimally and that clients experience high levels of service and issue resolution.

This position works closely with cross-functional leaders in Sales, Product, Technology, and Support teams to optimize delivery processes, enhance client satisfaction, and drive business growth. The Senior Director will lead, mentor, and develop a team of Delivery Managers, Application Support Engineers, and Implementation Specialists, fostering a culture of accountability, collaboration, and continuous improvement.

Key Responsibilities:

• Strategic Leadership & Execution
  • Lead the development and execution of delivery strategies, ensuring successful product implementations and seamless application support for clients.
  • Define and implement a "North Star" strategy for delivery and support teams, continuously evolving people, processes, systems, and success metrics to improve service delivery, efficiency, and client engagement.
  • Collaborate with cross-functional teams (Sales, Product, Engineering, etc.) to inform strategic priorities, allocate resources, and align delivery operations with application support needs.
  • Oversee the application support lifecycle, ensuring efficient and responsive resolution of client issues, system optimizations, and enhancements post-implementation.
• Team Leadership & Development
  • Lead, mentor, and develop a team of Delivery Managers, Application Support Engineers, and Specialists, ensuring clear goal-setting, performance measurement, and growth opportunities.
  • Foster a culture of collaboration, accountability, and continuous learning, ensuring that the team operates effectively and meets or exceeds client expectations in both delivery and support functions.
  • Identify and remove barriers to team success, including addressing resource gaps, optimizing workflows, and improving internal