Director, Customer Success & Delivery

Bachelor's Degree in Business, Risk Management, Operations, or related field

10-15 years' experience in delivery management, operations, project leadership, or related functions

5-7 years' proven leadership experience overseeing high-performing teams in a matrixed or multi-disciplinary environment

Insurance designations (CPCU, CIC, etc.) and/or project management certifications (PMP, PgMP, Agile, etc.) strongly preferred

Proven ability to lead complex projects, develop governance structures, and drive operational improvements

Promote knowledge sharing, cross-training, and continuous improvement across the department.

Develop, coach, and retain a high performing team by providing effective leadership, recruiting, coaching, training, and performance evaluation to team members. Participate in the knowledge management process by directing knowledge management activities and training resources to team members.

Evaluate account health indicators and collaborate with other leaders and internal team members to strengthen long-term client partnerships; Serve as an executive escalation point, providing strategic insight, issue resolution, and proactive risk management.

Participate in client and prospect meetings to provide expert-level credibility, thought leadership, and alignment on strategic initiatives.

Incorporate client feedback and industry trends into improvements to delivery processes and solutions; Oversee internal execution for key client accounts, ensuring service standards, SLAs, and delivery outcomes are consistently met.

As the

Director, Customer Success & Delivery

, for Propellint, a ReSource Pro company, you will be responsible for ensuring end-to-end excellence across delivery operations, client account management, workers' compensation solutions, and project governance. You will guide a matrixed team of Business Analysts, development resources, and cross-functional partners to deliver high-quality, scalable, and compliant solutions that meet ReSource Pro's organizational standards and client expectations. The Director, Customer Success & Delivery, will partner closely with Sales, Account Management, Product, Technology, and Executive Leadership to drive operational performance, strength client relationships, and expand ReSource Pro's presence and capabilities within the Technology Services ecosystem.

We hire the best because we believe great people create exceptional experiences. That's why we hire individuals who not only bring talent and passion, but who thrive in our unique culture and live out our Core Values: Commitment to Community, Teamwork, Passion for Excellence, Service-Centric, and Best Self.

All remote positions are based in the United States, and candidates must reside within the U.S. to be eligible for consideration.

In This Role, You Will...

Focused exclusively on the insurance industry, ReSource Pro is the trusted partner insurance organizations rely on to optimize performance, streamline operations and process engineering, and drive growth. Serving 2,000+ carriers, brokers, wholesalers, and MGAs, ReSource Pro is a recognized market leader in insurance workflow optimization, data and technology services, and strategic operating model transformation. Maintaining a 96%+ client retention rate for over a decade, ReSource Pro is the only firm serving the insurance industry to have earned a spot on the Inc. 5000 list 16 times—placing it among the top 0.02% of repeat honorees across all sectors in the Inc. list’s 40+ year history.