Director, Client Delivery

Department:
Client Operations & Practice Leadership

Reports To:

Chief Executive Officer (CEO)

Position Type:
Full-Time Remote Contractor

Location:

Remote (Open to candidates in Latin America [LATAM] or South Africa [SA])

Experience

Required:

10+ years in HR, including 3+ years leading consultants or client engagements in a consulting or professional services setting

Schedule:

US Business Hours Alignment

You will own client delivery across the firm. You are accountable for ensuring every active client engagement lands on scope, on margin, and with the client wanting more. You know our deliverables inside and out, hold our consultants accountable to those standards, and lead the response whenever an account or a consultant gets off track.

This is a senior leadership role focused entirely on overseeing client delivery—you will not carry your own client caseload. Your time goes toward setting the quality standard for every deliverable, leading and developing our consultant bench, managing engagement economics, and expanding our existing accounts.

You will work directly with our CEO, with clear ownership of scope, delivery standards, and the consultant experience inside our engagements, supported by decision rights defined in writing from day one.

• Own the quality bar for every deliverable, from handbooks and compliance reviews to job architecture, compensation, and org design.
• Build a clear project plan for every engagement, featuring defined deliverables and target dates, working alongside the assigned consultant.
• Review work before it reaches the client and hold consultants to the established standard, on time and as scoped.
• Serve as the primary resource when consultants (especially mid-level team members) have questions on approach, judgment, or complex client situations.

• Own gross margin across every client engagement: track hours against budget monthly and act on overruns before they impact profitability.
• Help consultants recognize when a client request falls outside the agreed scope, deciding how to respond: absorb, rescope, or propose a change in deliverables.
• Immediately surface the operational impact whenever a consultant shifts focus to an urgent client issue and planned work slips.
• Recommend pricing and staffing changes when an engagement proves structurally unprofitable.

• Act as the primary escalation point when a client raises a concern about a consultant or a deliverable: gather facts within 24 hours, recommend a solution to the CEO, and execute the resolution.
• Identify patterns rather than isolated incidents. If a deliverable or consultant repeatedly slips, refine the process, update QA steps, or recommend a staffing adjustment.
• Maintain a clear health dashboard across all accounts so potential issues are visible before clients raise them.

• Provide consultants with direct, constructive feedback on their work quality and client communication.
• Lead our consultant bench: manage assignments, availability, and readiness for incoming work.
• As new clients onboard, utilize our assignment board to select the right fit, confirm skills and availability, and present a recommended match to the CEO.
• Help onboard and evaluate new consultants before they take on active accounts.

• Identify consulting upsells and expansion opportunities inside existing accounts based on project insights.
• Shape expansion proposals alongside the CEO and help present them to clients.

• Build out our delivery SOPs and playbook detailing how core deliverables are scoped, built, reviewed, and handed off.
• Own AI automation for client delivery: identify where automation can support project plans, deliverable tracking, reminders, scoping, and consultant matching, collaborating with our CIO/Co-founder on implementation.
• Connect those automations to existing tools, including Hub Spot, Slack, Asana, and Claude.

• Engagement Margin:
  Every engagement meets or exceeds its target gross margin, reviewed monthly.
• Retention & Expansion:
  Strong client renewals paired with identified upsell opportunities inside the existing book of business.
• Delivery Quality:
  Deliverables delivered on time and on scope; escalations resolved within one week.
• Bench Readiness:
  Consultants effectively utilized, matched quickly to new work, and receiving regular performance…