Senior Director, Service Delivery

Routespring is hiring a Senior Director, Service Delivery to own service outcomes for a major U.S. airline customer and build a repeatable operating model for future airline accounts. This is a hands-on leadership role with direct accountability for customer outcomes, service recovery, and executive communication. What you’ll own

• Serve as the senior operating lead for the airline account, including weekly operating reviews and executive business reviews.
• Lead incident containment, escalation, root-cause fixes, and prevention across operations, support, product, engineering, and finance.
• Establish service-health measures for SLA performance, recurring incidents, backlog aging, reconciliation exceptions, and closure quality.
• Lead airline-credit and financial-reconciliation workstreams with finance.
• Turn customer needs into prioritized requirements and acceptance criteria while maintaining clear product boundaries.
• Build playbooks and decision rights that can scale across future airline customers.

What we’re looking for

• Significant senior-level experience owning complex enterprise service delivery or customer operations, with direct accountability for a demanding customer.
• A track record of resolving serious operational failures personally, not only overseeing status reporting.
• Airline, travel-management, travel-technology, or operational B2B software experience.
• Strong executive communication, technical fluency, and commercial and financial judgment.
• Authorization to work in the United States and willingness to travel regularly for customer work, including Utah (approximately 20–30%).

This is a full-time, U.S.-remote role. Routespring is an equal opportunity employer and considers qualified applicants without regard to legally protected characteristics.