Professional Services Director of Technical AI Delivery

About Kustomer

Kustomer is the industry leading conversational CRM platform perfecting every customer experience.  Built with intelligent tools such as AI and Automation, no code-configuration and a connected data platform that unifies data from multiple sources through a single timeline, Kustomer empowers businesses to operate with greater efficiency and deliver more personalized service to customers across any channel, making every interaction more meaningful and memorable. Today, Kustomer is the core platform for leading brands like Abercrombie, Nuts.com, Skims, Turo, Priceline and Sweetgreen.

Kustomer was founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel and has raised over $200M in funding backed by leading VCs. Meta announced its intention to acquire Kustomer in 2020 and completed the transaction in 2022. Kustomer joined Meta’s Business Messaging Group to transform the way people and businesses communicate through modern messaging channels.  In 2023, Kustomer spun out from Meta as a standalone company backed by original partners, Battery, Redpoint and Boldstart Ventures, who have invested $60M in capital, ensuring Kustomer’s growth and success for many years to come. 

Our Krew is made up of passionate and collaborative people who really care about what they do and the people they help. We look for people who are dedicated to enhancing the customer service experience for everyone involved, as it's the core of what we do. We're growing our business with no plans of slowing down. We actively seek individuals who want to learn and be challenged every day. Kustomer has a strong NYC presence and is also a remote friendly company, with Krew members located throughout the US and United Kingdom. We believe in togetherness to help foster strong relationships, collaboration and communication, and our Krew  gets together for both KKO and Kamp Kustomer  each year.

About the Role 

As the Director of Technical AI Delivery, you will lead the design, build, and scale of our technical services function focused on delivering our AI-powered products, AI for Agents (AIA) and AI for Customers (AIC). This is a strategic leadership role that bridges Engineering, Product, and Customer Success to ensure high-quality technical outcomes in post-sale delivery. 

This role is ideal for a former developer or technical delivery leader who thrives in ambiguity, enjoys building scalable technical functions, and is passionate about enabling customers through cutting-edge AI solutions.

You’ll be responsible for:

• Build and scale a new technical delivery function focused on AI/ML-powered solutions across global customer segments 

• Design and implement service delivery methodologies, SDLC tooling, and frameworks for scalable, high-quality technical execution 

• Hire, coach, and lead a team of Architects, Developers, and Analysts across multiple geographies 

• Drive repeatable delivery models and partner closely with Product & Engineering to refine roadmaps and improve serviceability 

• Act as a strategic feedback loop into Product and Engineering for roadmap alignment and customer-informed innovation 

• Serve as executive sponsor for complex AI implementations, ensuring stakeholder alignment and successful outcomes 

• Collaborate with Sales, Customer Success, and Solutions teams to shape pre-sales scoping, offering design, and field enablement 

• Analyze delivery KPIs to drive capacity planning, team design, and operational improvements 

• Champion customer-centric design and delivery for technical engagements in a fast-paced, high-growth SaaS environment 

Your qualifications:

• 10–15 years in Technical Delivery, Professional Services Engineering, or Development roles at SaaS companies 

• Former developer or architect with strong fluency in modern SDLC, technical architecture, and AI/ML solution design 

• Proven experience building and scaling customer-facing technical teams and frameworks 

• Skilled at translating technical complexity for C-level, Product, and Engineering stakeholders 

• Deep understanding of post-sale delivery motions for AI/ML-powered or data-intensive products 

• Track record of partnering cross-functionally to influence product direction and delivery innovation 

• Strong operational capabilities in delivery tooling, quality control, and resource planning 

• Ability to thrive in high-growth environments, introduce structure, and lead through ambiguity 

• Bachelor's degree or equivalent experience 

• Ability to travel as needed

HIPAA Compliance

All roles at Kustomer may involve handling sensitive personal data.

Benefits

Kustomer offers an array of benefits including competitive salaries and stock options. In the U.S. we offer 100% healthcare coverage, 401K, WiFi and Mobile reimbursement, and a generous vacation policy; in the UK we also offer pension, supplemental health insurance and other perks.

Diversity & Inclusion at Kustomer

Kustomer is committed to bringing together individuals from different backgrounds and perspectives.

We strive to create an inclusive environment where everyone can thrive, feel a sense of belonging, and do great work together.We are proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, Veteran status, or any other legally protected status.

Disclaimer: Kustomer only contacts candidates from company email addresses ending in kustomer.com and does not seek funds from candidates in any circumstances.