USALCO is a leading provider of aluminum-based component products serving industries such as water treatment, pulp and paper, oil refining catalysts, and construction materials. We are committed to safety, quality, and operational excellence across our manufacturing network.
Job Summary
- The Sr. Director Digital Solutions Delivery will build and lead the customer delivery organization that turns Decision Blue® into a scalable, outcome-driven service model for water treatment operators and technical teams.
- This leader will be responsible for customer implementation, onboarding, adoption, managed services, and measurable customer outcomes—ensuring that USALCO's digital tools, chemistry expertise, and field support come together in a repeatable model that improves treatment decisions, strengthens customer relationships, and supports commercial growth.
- The role sits at the intersection of software implementation, water treatment optimization, customer success, technical services, and operational consulting. It requires a leader who can translate complex plant realities into practical delivery processes that help customers make better decisions with greater confidence, consistency, and speed.
Essential Duties & Responsibilities
Customer Implementation
- Design and lead onboarding programs for Decision Blue® customers, including implementation planning, stakeholder alignment, user training, and go-live readiness.
- Develop repeatable implementation methodologies, playbooks, templates, and quality standards that allow USALCO to scale delivery across municipal and industrial customer environments.
- Manage platform deployment activities in coordination with Product, Engineering, Data, Technical Services, Commercial, and customer plant teams.
- Ensure successful customer go-lives that create early value, build operator trust, and establish a clear path to adoption and measurable outcomes.
Customer Success
- Establish customer health monitoring programs that track adoption, engagement, treatment objectives, service needs, and renewal or expansion risks.
- Drive platform utilization by helping operators and technical teams incorporate Decision Blue® insights into day-to-day treatment decisions.
- Lead customer business reviews that connect digital engagement, treatment performance, chemical efficiency, compliance confidence, and operational value.
- Partner with Commercial and Technical Services teams to improve customer retention, deepen account relationships, and identify expansion opportunities tied to customer outcomes.
Managed Services
- Build, implement, and measure recurring digital and technical services offerings that support customer outcomes and USALCO's core business objectives.
- Develop scalable support capabilities that balance superior service, practical plant-level expertise, and cost-effective delivery models.
- Establish outcome-based customer engagement models that demonstrate customer ROI, strengthen long-term account value, and reinforce USALCO's differentiated chemistry-plus-digital offering.
- Leverage AI-enabled tools, automation, and delivery models where appropriate to scale human-in-the-loop decision support while preserving operator judgment and plant accountability.
Operational Excellence
- Create implementation standards, service quality controls, escalation paths, and delivery governance for digital services customers.
- Define customer onboarding, adoption, service, and value-realization KPIs.
- Develop customer maturity frameworks that help plants progress from initial deployment to sustained operating value.
- Build scalable support processes, knowledge resources, and internal feedback loops that improve delivery quality and inform the product roadmap.
Team & Cross-Functional Leadership
- Build and lead customer success, implementation, support, and services delivery teams as the Digital Solutions Division scales.
- Manage internal and partner delivery resources to ensure consistent, high-quality customer execution.
- Work closely with Product, Engineering, and Data teams to ensure delivery experience, customer feedback, and field realities are reflected in the Decision Blue® roadmap.
- Work closely with Commercial, Technical Services, and go-to-market counterparts to establish appropriate account management cadence, customer communication, and thought leadership.
Qualifications
Required Qualifications
- 10+ years leading customer delivery, professional services, customer success, technical services, or implementation organizations.
- Experience implementing SaaS, data, analytics, AI-enabled, or decision-support platforms in operational environments.
- Demonstrated success building customer success, managed services, or professional services functions that create measurable customer value.
- Experience creating repeatable implementation methodologies, service playbooks, customer health processes, and value-realization frameworks.
- Ability to work credibly with operators, plant leadership, technical teams, commercial leaders, and executive stakeholders.
Preferred Qualifications
- Utility, water treatment, industrial, infrastructure, environmental, or process-operations experience strongly preferred.
Success Metrics
- Time-to-value for new customer deployments.
- Customer adoption, engagement, and sustained utilization of Decision Blue® capabilities.
- Net revenue retention and expansion revenue tied to digital services and broader USALCO account growth.
- Gross revenue retention and renewal performance.
- Implementation cycle time, go-live quality, and deployment scalability.
- Customer satisfaction, operator trust, and demonstrated customer value.
- Services margin performance and cost-effective delivery scale.
- Contribution to specialty chemical retention, conversion, and account expansion where digital services support broader customer outcomes
USALCO is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law. As a general policy, does not offer employment visa sponsorships upon hire or in the future.
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