Sr Director of Customer Operations & Delivery

Overview 

Hypori is a high-growth cybersecurity SaaS company transforming secure mobility. Our virtual workspace platform gives users access to enterprise apps and data from any mobile device, with zero data on the endpoint and total personal privacy. Backed by $55M from investors including UBS, AE Industrial Partners, Hale Capital Partners, and GreatPoint Ventures, we are expanding into new commercial and regulated markets. 

Hypori is looking for a mission-driven, operationally rigorous Senior Director of Customer Operations and Delivery to join our Customer Success team. You will own post-sale delivery for Hypori’s federal programs, from deployment and accreditation through adoption, support, and renewal, and lead the program managers and delivery team who serve our Department of War and Intelligence Community customers. You will report to the SVP of Customer Success. 

Hypori is proven at scale. More than 95,000 Department of War users are on the platform today, the Army runs BYOD on it, and we hold IL5, FedRAMP High, NIAP Common Criteria, NSA CSfC, and CMMC 2.0 Level 2. As our federal programs grow in size and classification level, the person in this seat builds the delivery engine that keeps mission customers successful and renewing. 

Responsibilities 

• Own delivery and customer outcomes across Hypori’s federal programs, including deployment, on-boarding, adoption, support, and renewal 

• Lead, hire, and develop a team of program managers and delivery staff, setting clear goals and holding a high bar for execution 

• Serve as the senior point of contact for federal program offices and mission owners, including in classified settings 

• Build the delivery playbook: implementation methodology, program governance, success criteria, and KPIs for time to deployment, adoption, and customer health 

• Manage program scope, schedules, risks, and contract deliverables, and keep customers informed through regular program reviews 

• Support accreditation and authorization work, including ATO packages and security documentation, with customers and Hypori’s security team 

• Partner with Engineering, Product, Support, and Sales to resolve escalations and bring mission requirements into the product roadmap 

• Work with Sales and Contracts on renewals, re-competes, and expansions, and own the delivery approach in proposals 

• Coordinate with prime contractors, integrators, and partners on joint deployments 

• Report on program health, delivery metrics, and renewal forecasts to the executive team 

Qualifications 

• 10+ years in customer success, program delivery, or professional services, including 5+ years leading teams 

• Active TS/SCI clearance (U.S. citizenship required) 

• Experience delivering software or SaaS programs to the Department of War or Intelligence Community 

• A track record managing complex, multi-stakeholder programs against contract requirements, schedules, and budgets 

• Working knowledge of federal acquisition and the contract lifecycle, including renewals and recompetes 

• Familiarity with federal security requirements such as IL5, FedRAMP, the Risk Management Framework, and the ATO process 

• Executive presence and clear, confident communication with senior government and military leaders 

• Location: hybrid, or remote, with travel up to 40% percent to customer sites 

Who You Are 

• Speed: You move with urgency and get things done today, not next week 

• Focus: You spend your time on the programs and risks that matter most to the mission 

• Extreme ownership: Your programs, your team, your renewals. No excuses 

• Accountability: You do what you say, when you say. You flag risks early, to your team and your customer 

• Coachability: You ask for feedback, act on it, and get better 

• Humility: You know what you don’t know, and you say so 

• Creativity: You find new ways to deploy faster, remove friction, and keep mission customers successful 

Preferred Attributes