Head of Delivery (m/f/d)

We are transforming the flexible workspace industry! Valve was founded to propel forward and democratise access to the fast-growing flexible workspace industry. As work transitions to a more distributed and hybrid normal, flexible workspaces will be a key enabler of a richer, more enjoyable workplace experience for employees. We believe flexible workspaces confer huge social, lifestyle and economic benefits to all their occupiers through improved work/life balances, human-centric workplaces, greater communities, and lower occupancy costs. Valve provides vital industry infrastructure to professionalise and accelerate the flexible workspace revolution.

Your new role: We’re hiring a world-class Head of Delivery (m/f/d) to lead our next phase of operational excellence and customer impact. This is a new, high-impact role at the heart of our growth strategy. You’ll bring deep operational experience, a strategic mindset, and spine-tingling ambition to drive and deliver even more value to our customers. Our Customer Success team already operates at an exceptional standard, responding to client needs within a one-hour SLA, providing best-in-class training sessions, and consistently exceeding expectations. Now, we’re looking to raise the bar even higher: enhancing quality, designing new playbooks, and shaping a world-class delivery experience that scales with our business. You’ll report directly to the VP of Operations and be based in our London HQ (hybrid working supported), working across teams to build systems, coach high performers, and drive results that matter.

Key requirements for this role include proven expertise with Google Business Profile, performance or brand marketing delivery, and strong digital marketing analytics (you know your CLTV from your CPA). Head of Delivery is more than just a management role; it’s a chance to architect the systems, processes, and people that will define how Valve shows up for its customers. You’ll design onboarding journeys, support models, and reporting frameworks that reflect our values: clear, human, and quietly robust. You’ll champion our customers’ goals, shape their success, and lead a talented team to deliver impact with calm confidence.

What will keep you challenged:

• Lead a growing team with structure, care, and clarity
• Set and manage goals, conduct 1:1s and performance reviews
• Offer ongoing coaching, training, and career support
• Collaborate with the VP of Operations on headcount planning and hiring

Team Leadership:

• Lead a growing team with structure, care, and clarity
• Set and manage goals, conduct 1:1s and performance reviews
• Offer ongoing coaching, training, and career support
• Collaborate with the VP of Operations on headcount planning and hiring

Customer Experience:

• Shape, deliver, and iterate the entire customer onboarding experience
• Develop educational materials and training that empower customers to get the most out of Valve’s solutions
• Build relationships with senior client stakeholders, aligning our roadmap to their goals
• Partner with Product to identify platform improvements based on customer needs
• Lead qualitative and quantitative research to stay close to the pulse of operator demand

Customer Success:

• Create repeatable systems to report on impact and value — monthly, clearly, and consistently
• Oversee customer renewals and solution expansion with a focus on retention and satisfaction
• Define the metrics, methods, and moments that keep Success performance high and relevant

Customer Support:

• Build scalable support processes with fast, responsive triage and clear escalation routes
• Track, meet, and report on our 1-hour SLA for key support channels with our customers
• Launch feedback loops and surveys to continuously improve experience and insight

Which skills/traits contribute to your success?

• You care deeply about customers, and it shows in how you lead, communicate, and design processes
• You’ve delivered solutions across Google Business Profile, Apple Business Connect, and Bing Places
• You bring experience across support, account management, and customer strategy
• You’ve worked in a fast-growth tech company or digital media environment
• You’re data-fluent, with a strong grasp of acquisition and success metrics
• You’ve led teams and have taken formal steps in your own leadership development
• You take ownership. When something needs doing, you do it

What we want you to bring:

• A systems mindset, with high standards and structured delivery
• Strong interpersonal instincts: You build rapport quickly and earn trust
• Operational creativity: The ability to design processes that actually work
• Clear communication with customers and colleagues
• A calm presence, even when things move fast

Our commitment to you:

• Competitive salary & equity package
• Training and development — first month in Valve, we will invest in a training course for your specialist area with a plan for future training
• Flexible working — we are pragmatic, not dogmatic; be where you are most effective at producing the best outcome for the company
• Investment in your home working setup; we want to support your productivity, satisfaction, and effectiveness
• Proven management and leadership team that invests time to progress your career as fast as possible — your rapid success is a mutual interest
• Quarterly off-sites, monthly team nights out, and annual international company events

Do you want to be part of a fast-growing, exciting company? We look forward to receiving your application soon!