Senior Manager, Customer Delivery (ERP Platform)

Senior Manager, Customer Delivery (ERP Platform)

At Advantive, we don't just make software—we build careers and power the manufacturing and distribution backbone of the global economy. We are growing fast, investing in AI, and building a culture where motivated, curious people rise quickly.

The Senior Manager, ERP Platform is the integrated operational leader for the ERP portfolio directly owning execution and managing a team of 14 individuals across Development, QA, Support (Tier 2–3), and Professional Services within the ERP domain.

The ideal candidate is a strong operational leader who can align technical execution with customer outcomes and business priorities. This role is accountable for portfolio performance metrics that directly impact retention, with a clear mandate to reduce churn drivers and deliver predictable, high‑quality execution across the ERP portfolio.

This position offers the opportunity to lead at scale, requiring sound judgment, a data‑driven approach, and the ability to remove cross‑functional obstacles in a fast‑moving software environment.

Responsibilities

• Own operational performance of the ERP portfolio in service of GRR outcomes, including measurable improvements in customer experience, portfolio stability, and churn risk reduction.
• Directly own prioritization and execution across Development, QA, Support (Tier 2–3), and Professional Services within the ERP domain.
• Establish and manage pod-level KPIs tied to portfolio health and retention impact, including: Delivery predictability/velocity, SLA adherence and customer-impacting aging, Backlog health (defect and enhancement), Escalation volume and trend reduction, Customer satisfaction / sentiment signals, Recurring defect rate and time-to-remediation, Services on-time delivery, utilization, and margin hygiene.
• Drive prioritization decisions based on customer impact, churn risk, and portfolio health, ensuring the highest-risk work is surfaced and executed with urgency.
• Improve average resolution time and reduce escalation trends by enforcing clear Tier 2–3 operating mechanisms and escalation management.
• Implement structured root cause analysis and prevention mechanisms to reduce recurring defects and customer-impacting incidents.
• Drive predictable delivery using Agile/flow-based practices with transparent planning, execution, and release discipline.
• Ensure Professional Services engagements deliver on time and within scope while improving predictability, utilization, and alignment to product capabilities.
• Create durable feedback loops across Support, PS, and Development to eliminate churn drivers and improve product quality.
• Lead weekly pod operating reviews with clear action ownership, risk tracking, and KPI visibility.
• Partner with Customer Success and Account teams to proactively mitigate churn risk, stabilize at-risk accounts, and translate customer pain into execution priorities.
• Drive continuous operational improvement across ERP delivery functions, removing bottlenecks and increasing throughput without compromising quality.

Qualifications and Experience

• 10+ years leading cross-functional teams in enterprise software environments, preferably ERP or complex enterprise applications.
• Demonstrated success owning delivery execution across Engineering (Development/QA), Support (Tier 2–3), and Professional Services with measurable outcomes.
• Demonstrated track record improving operational metrics that influence customer satisfaction and retention.
• Strong understanding of Agile, Kanban, or flow-based delivery models.
• Experience improving escalation management and reducing recurring defects.
• Bachelor's degree in Business, Technology, Computer Science, or related discipline required.
• Willingness to travel up to 30%

Location: Tampa, FL

This role supports a hybrid work model with an expectation of two in-office days per week at our Tampa office. In-office requirements are subject to change.

Why Advantive?

• Culture of Growth: We don't hire to fill seats—we hire to develop talent. You'll be supported like an athlete, coached like a leader, and challenged like a builder.
• Career Acceleration: Many of our best leaders started in frontline roles like this one. We believe in moving fast and promoting from within.
• Real Impact: You're not a cog in the machine here. Your work helps real businesses that keep supply chains, manufacturing lines, and entire industries running.

Artificial intelligence (AI) technology may be used during the hiring process to record, transcribe, analyze, and rank interview responses. By submitting your application and participating in the interview process, you acknowledge and consent to the use of AI technology in the hiring process.

Interview Process: We believe in identifying a strong fit between our company and our employees and supporting a culture of creative problem solving and innovation. To that extent, if selected for next steps, you will be invited to complete a series of assessments that focus on aptitude and personality prior to a recruiter interview. Everyone at the company from early career all the way to CEO has taken these assessments. The assessment email will be coming from a no-reply email address via our ATS (Hirebridge), so please be on the lookout!

Advantive is an equal opportunity employer. We are committed to equal employment regardless of race, color, ethnicity, ancestry, religion, sex (including pregnancy, sexual orientation, or gender identity or expression), national origin, age, disability, veteran status, or other class protected by applicable law. All qualified applicants will receive consideration for employment without regard to these characteristics. We are committed to providing reasonable accommodations to individuals with disabilities and to ensuring a fair and inclusive hiring process.

Warning! Advantive does not make job offers without conducting face-to-face (including virtual) interviews and will never ask you for money and/or personal information such as Social Security or bank information during the interview process. Job scams have been reported against many companies. For more information, please visit: FTC Job Scams.