Senior Manager, Customer Delivery (ERP Platform)

The Senior Manager, ERP Platform is the integrated operational leader for the ERP portfolio directly owning execution and managing a team of 14 individuals across Development, QA, Support (Tier 2-3), and Professional Services within the ERP domain.

The ideal candidate is a strong operational leader who can align technical execution with customer outcomes and business priorities. This role is accountable for portfolio performance metrics that directly impact retention, with a clear mandate to reduce churn drivers and deliver predictable, high-quality execution across the ERP portfolio.

This position offers the opportunity to lead at scale, requiring sound judgment, a data-driven approach, and the ability to remove cross-functional obstacles in a fast-moving software environment.

Responsibilities

• Own operational performance of the ERP portfolio in service of GRR outcomes, including measurable improvements in customer experience, portfolio stability, and churn risk reduction.

• Directly own prioritization and execution across Development, QA, Support (Tier 2-3), and Professional Services within the ERP domain pod.

• Establish and manage pod-level KPIs tied to portfolio health and retention impact, including:

• Delivery predictability/velocity

• SLA adherence and customer-impacting aging

• Backlog health (defect and enhancement)

• Escalation volume and trend reduction

• Customer satisfaction / sentiment signals

• Recurring defect rate and time-to-remediation

• Services on-time delivery, utilization, and margin hygiene

• Drive prioritization decisions based on customer impact, churn risk, and portfolio health, ensuring the highest-risk work is surfaced and executed with urgency.

• Improve average resolution time and reduce escalation trends by enforcing clear Tier 2-3 operating mechanisms and escalation management.

• Implement structured root cause analysis and prevention mechanisms to reduce recurring defects and customer-impacting incidents.

• Drive predictable delivery using Agile/flow-based practices with transparent planning, execution, and release discipline.

• Ensure Professional Services engagements deliver on time and within scope while improving predictability, utilization, and alignment to product capabilities.

• Create durable feedback loops across Support, PS, and Development to eliminate churn drivers and improve product quality.

• Lead weekly pod operating reviews with clear action ownership, risk tracking, and KPI visibility.

• Partner with Customer Success and Account teams to proactively mitigate churn risk, stabilize at-risk accounts, and translate customer pain into execution priorities.

• Drive continuous operational improvement across ERP delivery functions, removing bottlenecks and increasing throughput without compromising quality.

• 10+ years leading cross-functional teams in enterprise software environments, preferably ERP or complex enterprise applications.

• Demonstrated success owning delivery execution across Engineering (Development/QA), Support (Tier 2-3), and Professional Services with measurable outcomes.

• Demonstrated track record improving operational metrics that influence customer satisfaction and retention.

• Strong understanding of Agile, Kanban, or flow-based delivery models.

• Experience improving escalation management and reducing recurring defects.

• Bachelor's degree in Business, Technology, Computer Science, or related discipline required.

• Willingness to travel up to 30%

This role supports a hybrid work model with an expectation of two in-office days per week at our Tampa office. In-office requirements are subject to change.