Professional Services Director of Technical AI Delivery

Position Overview

• Location Type: Remote
• Job Type: Full-Time
• Salary: [Not Specified]

Kustomer is the leading conversational CRM platform, dedicated to perfecting customer experiences. Our platform utilizes intelligent tools like AI and Automation, no-code configuration, and a connected data platform to unify data from various sources into a single timeline. This empowers businesses to operate efficiently and deliver personalized customer service across all channels, making every interaction meaningful and memorable. Kustomer serves prominent brands such as Abercrombie, Nuts.com, Skims, Turo, Priceline, and Sweetgreen.

Founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel, Kustomer has secured over $200M in funding from leading venture capital firms. Meta announced its intention to acquire Kustomer in 2020 and completed the transaction in 2022, integrating Kustomer into Meta’s Business Messaging Group to enhance business-customer communication via modern messaging channels. In 2023, Kustomer spun out from Meta as an independent company, supported by its original partners: Battery, Redpoint, and Boldstart Ventures, who invested $60M to ensure Kustomer's sustained growth and success.

Our team, the "Krew," comprises passionate and collaborative individuals committed to improving the customer service experience. We seek dedicated individuals eager to learn and embrace daily challenges. Kustomer maintains a strong presence in NYC and is a remote-friendly company, with team members located across the US and the UK. We value togetherness to foster strong relationships, collaboration, and communication, reflected in our annual events like KKO and Kamp Kustomer.

About the Role: As the Director of Technical AI Delivery, you will spearhead the design, development, and scaling of our technical services function, focusing on delivering our AI-powered products: AI for Agents (AIA) and AI for Customers (AIC). This is a critical leadership position that integrates 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 excels in ambiguous environments, enjoys building scalable technical functions, and is passionate about empowering customers with cutting-edge AI solutions.

Responsibilities

• 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.

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 concepts into business value and driving customer adoption of AI solutions.