Senior Manager, Customer Delivery (ERP Platform)

The Senior Manager, ERP Platform is the integrated operational leader for the ERP portfolio directly owning execution 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.