Customer Operations Delivery Lead: Enterprise – Service Delivery & Customer Operations (m/w/d)

WHO WE ARE:
At Wire, we're on a mission to help customers to protect what matters by driving open innovation and providing the most secure and easy-to-use collaboration platform. Join us to play an important role in our dynamic team. Wire is bringing a cutting-edge secure communications solution to the marketplace and as our business grows we are expanding and refining our commercial organisation. 
If you're passionate about redefining secure communication and want to work at the forefront of privacy-first technology, join us as a Customer Operations Delivery Lead. In this role, you will take full ownership of a strategic enterprise account, driving end-to-end service delivery, leading complex onboarding and rollout initiatives, and acting as the single point of accountability across all operational and delivery touchpoints, with customer satisfaction and success at the heart of everything you do. 
You will lead, and be accountable for a team across product, engineering and customer support, owning escalations by:• shaping delivery priorities
• ensuring SLA performance
• engaging senior stakeholders to deliver measurable outcomes. 

Together, let’s build a world where privacy and security define how organisations communicate—securely, reliably, and at scale.

GENERAL INFORMATION:
• Employment Type: Permanent
• Previous working experience: 10+ years
• Working hours: 40hrs/week
• Working Location: Stuttgart/Berlin (Germany)
• Reports to: Head of Service Delivery & Customer Operations
• Department: Commercial
• Desired start date: ASAP

YOUR CHALLENGE AT WIRE:
As a Customer Operations Delivery Lead: Enterprise, you will take full ownership of one of Wire’s most strategic enterprise customers. You will be the single point of accountability for service delivery excellence, ensuring seamless coordination across teams, proactive issue resolution, and continuous value delivery.
In this role, you will be the lead and trusted partner to the account, driving alignment between their needs and internal execution across Product, Engineering, Customer Support.

Your main responsibilities are:• Own end-to-end delivery and operational performance for a key strategic customer, ensuring exceptional service levels and long-term success.
• Be the single point of accountability for the customer account, relationships, escalation management, and resolution of complex customer issues.
• Lead a cross-functional team within a matrix structure (detailed below)  with full accountability for these resources
• Drive release planning and customer communication, ensuring transparency and expectation management on product updates and delivery timelines.
• Build strong, trust-based relationships with senior customer stakeholders, particularly in enterprise environments.
• Identify risks, dependencies, and operational gaps within the customer experience, and proactively implement improvements to enhance service delivery.
• Ensure internal alignment and prioritisation of customer needs, balancing business objectives with customer expectations.
• Support continuous improvement of delivery processes, contributing to scalable and efficient customer operations.
• Lead complex onboarding and rollout for large-scale enterprise organisations, ensuring structured, efficient, and scalable adoption.
• Prioritise and drive delivery of critical features, fixes, and enhancements by aligning customer needs with Product and Engineering roadmaps.
• Manage and escalate critical topics executive sponsors, ensuring the right information is made visible for timely decision-making at the highest level
• Own service performance against SLAs, ensure the team is delivering clear reporting, insights, and continuous improvement initiatives to ensure operational excellence and customer satisfaction.

Enterprise Matrix organisation Structure• Customer Operations and Delivery Lead: Enterprise
• Customer Support Manager
• Senior Technical Support Engineer
• Product Manager
• Field Engineering

YOUR PROFILE:
• 10+ years of experience in enterprise service delivery, customer operations, or technical account management within a SaaS or technology environment.
• Proven experience managing complex, high-value enterprise customers.
• Experience working closely with Product and Engineering teams to prioritise and deliver critical features, fixes, and enhancements in line with customer and business needs.
• Demonstrated ability to engage with and escalate to executive stakeholders, effectively communicating risks, priorities, and decisions in high-impact situations.
• Strong understanding of SLA management, service performance monitoring, and reporting, with the ability to translate data into actionable insights and improvements.
• Proven experience leading onboarding and rollout for large-scale enterprise customers, including complex stakeholder environments and structured implementation programs.
• Strong experience in triage, escalation management, and cross-functional coordination in a fast-paced environment.
• Demonstrated ability to lead delivery planning, including release coordination and stakeholder communication.
• Excellent stakeholder management skills, with the ability to engage and influence at senior levels.
• Fluency in German and English is required.
• Strong problem-solving mindset with a proactive, ownership-driven approach.

WHY WIRE?:
• Join a market-proven company with more than 2,000 customers and play a vital role in shaping the future of secure communication. At Wire, you’ll find an open and collaborative environment where innovation thrives.
• A yearly education budget of 1000 EUR to support your professional growth.
• Urban Sports Club membership to help you stay balanced and healthy.
• Flexible working arrangements work from our Berlin office or remotely within Germany.
• Daily fresh breakfast, fruits, snacks, and barista-quality coffee in our Berlin office.
• Equal opportunity employers we celebrate diversity and are committed to creating an inclusive environment for all employees.

CONTACT:
Interested? We’d love to hear from you. Feel free to apply here.