Why This Job is Featured on The SaaS Jobs
This Client Delivery Operations Lead role stands out in SaaS because it sits at the intersection of product usage, client outcomes, and internal execution. In a B2B platform context where customers integrate SDKs and rely on reliable publishing and analytics workflows, delivery quality becomes a core part of retention and product credibility. The emphasis on operating cadence and cross functional coordination reflects a SaaS environment where value is realized through ongoing adoption, not one time delivery.
From a career perspective, the remit builds durable SaaS operating skills: translating ambiguous requests into scoped plans, creating repeatable playbooks, and improving handoffs across product, engineering, support, and content operations. The explicit expectation of thoughtful AI use also signals modern operational maturity, with leverage coming from better systems, documentation, and investigation rather than more meetings.
This role is best suited to professionals who prefer ownership over escalation and who enjoy making complex work legible for both clients and internal teams. It will appeal to someone comfortable being client facing while staying close to technical context, and to leaders who like raising standards through clear processes, coaching, and consistent follow through.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
🇨🇦 CAD 95,000 to CAD 110,000 salary, depending on experience, on a full time, permanent employment contract Â
🌎 Fully remote working anywhere in Canada!Â
🏖️ 33 Days Paid Leave and BenefitsÂ
✨ Opportunity to work close to major basketball and sports clients, including the live rhythms of the season, playoffs, Finals, Draft, offseason, and tentpole content moments.Â
đź’» Modern tooling environment where we expect thoughtful use of AI to improve speed, quality, repeatability, and team performance
Working Hours: this role must align closely with US Eastern Time across weekdays (regardless of your location).Â
ABOUT US
Storyteller is a high growth B2B SaaS platform which allows companies to integrate Stories into their owned and operated platforms. Popularized by Instagram and Snapchat, Stories are perfectly suited for boosting user engagement, audience retention, and driving advertising revenue. For customers, building their own stories experience can take years and a lot of investment however Storyteller has solved this by allowing companies to integrate in days, not years all for one monthly cost.
Our end‑to‑end platform gives companies a best‑in‑class Stories experience in days with native iOS, Android, and Web SDKs, publishing tools, analytics, and ad support.  Â
Why This Role ExistsÂ
Our most important client relationships involve more than relationship management. They involve live product usage, content operations, special projects, tentpole moments, product requests, internal coordination, client communication, and constant follow-through.Â
We need someone who can sit in the middle of that complexity and create forward motion, while also managing the people and operating standards required to make the work reliable.Â
This is not a traditional senior Account Director role. It is not primarily a sales or renewal role. It is also not a passive project-management role. We are looking for a client-facing operations lead who can own the operating rhythm, manage a small team or pod, use AI and tools intelligently, and make sure client commitments turn into delivered outcomes.Â
What You Will Make Happen
- Lead the day-to-day operating cadence for important client workstreams, including meeting prep, agendas, status updates, action logs, follow-ups, and open questions.Â
- Manage and coach a small team or pod responsible for client delivery, support, content operations, or live-event execution.Â
- Set clear standards for team output: client updates, handovers, action logs, QA checks, incident notes, meeting prep, and post-event reviews.Â
- Allocate work across the team, manage coverage, review quality, and make sure urgent client work has clear ownership.Â
- Help lead weekly client and internal meetings by making sure the right context is prepared, the right people are involved, and the right actions are captured and driven through.Â
- Turn vague client asks into clear next steps: scope, questions, owners, risks, dependencies, timelines, and decisions.Â
- Drive special projects through the business by coordinating product, engineering, content, support, design, and leadership stakeholders.Â
- Investigate client issues by gathering context, checking configuration, reviewing evidence, reproducing problems where possible, and escalating with a useful technical summary.Â
- Keep clients informed with clear, calm, accurate updates that set expectations and reduce ambiguity.Â
- Support readiness for launches, live events, campaigns, and tentpole moments by maintaining checklists, escalation paths, risk tracking, staffing/coverage plans, and handovers.Â
- Use AI and internal tools to accelerate investigation, documentation, meeting preparation, QA checks, workflow improvement, follow-up, and team visibility, while validating important outputs yourself.Â
- Spot recurring pain points and turn them into better playbooks, templates, automations, checklists, training, or operating habits.Â
- Maintain visibility across client commitments so important actions do not drift, disappear, or depend on memory.Â
- Build a team culture of high standards, calm execution, direct communication, and ownership.Â
Basketball and Sports Context
This role supports sports clients where timing, context, and fan emotion matter. Basketball knowledge is not a decorative nice-to-have. It helps you understand why a playoff game, Finals run, trade, Draft moment, injury, player milestone, or rivalry can suddenly change the urgency, tone, and value of client work.Â
You do not need to be a basketball analyst, but you should be genuinely interested in the sport and able to understand the rhythm of an NBA season: regular season, All-Star, playoffs, Finals, Draft, free agency, offseason content, and live-game moments. The stronger candidates will understand how fan behavior, content timing, app engagement, and client pressure change across those moments.Â
What Success Looks Like
- Weekly client meetings are prepared, focused, useful, and followed by clear actions.Â
- The team knows what matters, what they own, when it is due, and what good looks like.Â
- Client asks are translated into real delivery plans instead of vague internal discussion.Â
- Product, engineering, content, support, and leadership teams know what matters, why it matters, and what they own.Â
- Risks, blockers, and open decisions are surfaced early with enough context to act.Â
- Clients get timely, accurate, professional updates without having to chase.Â
- Repeated operational problems become better systems, not repeated manual heroics.Â
- AI is used to make individual and team work faster and stronger, but not as a substitute for judgment, ownership, or validation.Â
- Tentpole moments feel prepared rather than improvised.Â
- The team becomes more proactive, more precise, and more accountable because you are leading it.Â
What We Are Looking For
- High agency. You do not wait for perfect instructions when something clearly needs to move.Â
- Strong ownership. You care whether the work actually lands, not just whether an update was sent.Â
- Team leadership. You can set standards, coach people, give direct feedback, review work, manage capacity, and improve team performance.Â
- Operational discipline. You can manage actions, owners, dates, risks, dependencies, coverage, and follow-up without letting things drift.Â
- Good judgment under ambiguity. You can decide what matters now, what can wait, what needs escalation, and what needs more evidence.Â
- Clear written and verbal communication. You can make complex work understandable for clients and internal teams.Â
- Client-facing confidence. You can be calm, precise, and professional with important stakeholders, including when the news is difficult or incomplete.Â
- Technical mindedness. You do not need to be an engineer, but you should be comfortable learning how SaaS products, integrations, SDKs, CMS tools, data, configuration, and support workflows fit together.Â
- Practical AI fluency. You use AI for leverage beyond meeting notes: investigation, drafting, analysis, QA, workflow improvement, automation, team visibility, and repeatability.Â
- Attention to detail. You catch small problems before they become client-visible issues.Â
- Appetite for hard problems. You are drawn to messy, painful, recurring problems and want to fix the underlying system.Â
- Genuine interest in basketball and sports, with enough understanding to appreciate live-event pressure, fan behavior, and the cadence of the NBA season.Â
Nice to have:Â
- Experience managing a small team, pod, support function, delivery team, content operations group, or cross-functional operating cadence.Â
- Experience in client delivery, product operations, implementation, technical account management, customer success operations, support operations, content operations, or project coordination.Â
- Experience working with SaaS platforms, CMS tools, SDK/API-based products, integrations, analytics, or technical support workflows.Â
- Experience in sport, media, entertainment, publishing, live operations, or content-heavy products.Â
- Examples of improving a workflow, dashboard, checklist, handover, QA process, training approach, or automation.Â
- Evidence of using AI tools to improve real work, with a clear view of where human review is still required.Â
What This Role is Not
- It is not a pure sales role.Â
- It is not a senior commercial Account Director role unless the scope changes later.  It is not a passive project coordinator role where you only take notes and chase people.Â
- It is not a traditional product manager role with full roadmap ownership. Â
- It is not a support ticket role where you simply pass issues to engineering.Â
- It is not people management in name only; the role requires raising the standard of the team doing the work.Â
The role sits between client delivery, operations, product, support, team leadership, and AI-enabled workflow improvement.Â
RECRUITMENT PROCESSÂ
- Online video interview (short recorded answers to a mixture of questions)Â
- Practical take-home task based on a realistic client delivery scenario. Sensible AI use is allowed and expected. We will assess how you think, prioritize, validate, communicate, lead a team, and create forward motion.Â
- Final interview with the team to discuss your task, your judgment calls, your team-management approach, and how you would approach the role in practice.
And that’s it!Â
