Delivery Director

About Stitch and the Role

Stitch is rapidly expanding as a team of passionate marketing technologists, architects, and strategists unified by a common mission: simplifying marketers' workflows using the Braze platform. We believe that although customer engagement is increasingly complex, the right combination of technology, processes, and strategies can enable impressive marketing results. As an Orbit-level certified Braze partner—the top partnership tier—we collaborate with global brands to craft innovative solutions, improve processes, and develop smart strategies that deliver marketing excellence.

This Delivery Director position involves serving as a strategic partner across key accounts, leading and mentoring a high-performing team grounded in accountability, collaboration, and continual learning.

Key Responsibilities

• Manage 8 to 15 client accounts by overseeing project execution, handling first-level management escalations, and maintaining executive stakeholder relationships.
• Lead a cross-functional team that includes Project Managers, Solution Architects, Marketing Strategists, and Technical Producers reporting through Associate Directors.
• Collaborate with Client Partners, Operations, and Delivery leadership to monitor team health, staffing capacity, and account results.
• Partner with Sales and Client Partners during pursuit and pitch activities to secure new business and expand existing client relationships.
• Ensure delivery excellence by enforcing standard methodologies, developing best practices in your functional area, and driving consistent, successful project execution.
• Oversee operational management including project margins, scope resolution, and resource allocation to reduce risks, identifying issues quickly and implementing action plans.
• Provide leadership by managing Associate Directors, fostering a culture of high performance through clear expectations and regular feedback, guiding hiring, training, and onboarding efforts, and celebrating team successes.
• Maintain outstanding customer satisfaction as demonstrated through renewals, growth metrics, client feedback in check-ins, and G2 reviews.
• Innovate by contributing thought leadership that aids in creating packaged solutions aligning with client business goals.
• Be willing to travel up to 20% for various business needs.
• Execute additional duties as assigned.

Success Metrics

• Effectively manage 8-15 client accounts.
• Leverage senior team members and leaders to proactively handle customer risks and relationships.
• Lead Associate Directors organized by competencies and portfolio.
• Deliver projects with target profit margins above 55% and ensure team utilization exceeds 80%.
• Achieve average client check-in scores of 8 or higher.
• Contribute at least 8-10 billable hours weekly supporting delivery leadership and account management.

Candidate Requirements

• Over 12 years of practical marketing technology and customer engagement implementation experience.
• More than 10 years in consulting or professional services with a track record of delivering impactful projects for enterprise clients.
• At least 6 years leading teams, including hiring, coaching, and development responsibilities.
• Experience managing teams of 10 or more, including overseeing managers or team leaders.
• Strong expertise in marketing technology ecosystems, like CDPs, ESPs, data warehouses, and integrations, with the ability to convert strategy into action.
• Excellent executive communication and stakeholder management skills capable of engaging at C-suite and senior leadership levels.
• Proven ability to manage multimillion-dollar enterprise portfolios, balancing margins, capacity, quality, and customer satisfaction.
• Demonstrated capability in building high-performing teams by setting clear goals, coaching, and ensuring delivery excellence.
• Must hold valid authorization to work in the United States or Canada without employer sponsorship currently and in the future.

Benefits

• Comprehensive medical, dental, vision, and life insurance coverage.
• 401(k) retirement plan with company matching.
• Flexible paid time off policy.
• Monthly technology stipend.
• Paid parental leave plans.
• Onboarding experience conducted in-person at our Indianapolis, Indiana headquarters.
• Access to mental well-being support resources.