Director, Delivery Lead 2, Marketing Services

Who We Are

WillowTree, a TELUS International Company, is an award-winning digital product consultancy driven by innovation and grounded in strategy and user-centric design. We create long-term partnerships with the world’s leading brands to build and design digital flagship products crucial to our clients’ business needs. We’re a global consultancy with a client list that includes the NBA, Capital One, Mastercard, Charles Schwab, PepsiCo, AB InBev, Marriott, Domino's, and many more. Ultimately we measure ourselves by the outcomes we achieve for our clients. 

In January 2023, WillowTree was acquired by TELUS International (Symbol: TIXT).  The combined company brings an unparalleled ability to deliver customer service solutions to our clients, including apps, websites, voice experiences, content moderation, AI annotation, and customer experience representatives.

Check out what some of us love about working at WillowTree here.

Location & Flexibility

When team members told us they needed more flexibility and autonomy around where and how they worked, we acted, creating two options to accommodate two different styles of work. One non-negotiable principle along the way? We had to retain our deep culture of collaboration, both among ourselves and with our clients. Introducing Work From Near (Hybrid) and Work From Anywhere (Remote) at WillowTree. Learn more here.

This role is classified as: Work From Near (Hybrid)

The Opportunity

As a Director, Delivery Lead 2 at WillowTree, you will partner with engineering, design, strategy, and growth marketing directors (craft leaders) to successful project and client outcomes by bridging marketing strategy with cutting-edge technology. We are looking for a strong player/coach with a blend of technical acumen, strategic thinking, and exceptional leadership skills. Your ability to communicate effectively, manage risks proactively, and foster a collaborative team environment will be crucial in establishing and growing client partnerships.

Responsibilities 

• Lead and execute complex digital projects that integrate marketing strategy with technology, including enterprise web solutions, e-commerce platforms, marketing automation systems, and Customer Data Platforms (CDPs).
• Apply Agile and software development principles to delivery execution, coaching teams and influencing stakeholders to ensure project success.
• Proactively identify and mitigate risks that could impact delivery, assessing their level of impact and leading remediation efforts.
• Manage scope effectively, translating high-level requirements into discrete work items while maintaining alignment with business and user needs.
• Create a collaborative, psychologically safe team environment that encourages equal participation, celebrates diverse perspectives, and promotes group problem-solving.
• Develop and articulate comprehensive project plans and goals, ensuring alignment across teams and driving seamless implementation.
• Track budget burn rates and forecast staffing needs, optimizing resource allocation and minimizing budget underruns.
• Identify and pursue extension and expansion opportunities by developing a deep understanding of client business needs, user requirements, and industry trends.
• Contribute to account strategy by developing relationships with key stakeholders and participating in account planning activities.
• Conduct regular client visits (up to 20% of the time) during high-impact project milestones to ensure alignment and address emerging issues.

Qualifications

• 7+ years of experience in the software development industry, with a focus on project/program leadership roles (e.g., Project Manager, Product Manager, Product Owner, Team Lead, or Scrum Master).
• Proven track record of leading large-scale digital projects from discovery through UX design, implementation, and deployment.
• Strong knowledge of UX/UI principles, web development processes, and digital marketing technologies.
• Demonstrated ability to manage complex marketing strategy and software projects with multiple executive stakeholders.
• Excellent communication skills, with the ability to tailor messaging to diverse audiences and deliver compelling presentations.
• Experience in applying various project management frameworks (Agile, Scrum, Kanban, etc.) and adapting to different delivery environments.
• Skilled in facilitating working sessions with client stakeholders and internal teams, driving collaboration and innovation.
• Ability to simplify complex ideas, manage ambiguity, and maintain clarity across teams and clients.
• Proven track record as a mentor and leader, fostering an inclusive environment for idea sharing and team growth.
• Experience in proactive risk and issue identification, assessment, and remediation.
• Strong scope management and negotiation skills, with the ability to prioritize and adjust project elements as needed.
• Demonstrated ability to create psychologically safe team environments and provide actionable growth feedback.

Bonus Points

• Professional experience as a Project/Product Manager and/or Scrum Master at a major technology consultancy or agency.
• Experience with enterprise content management system implementations (e.g., Adobe Experience Manager, Drupal, Sitecore, Contentful, Contentstack, Optimizely).
• Familiarity with marketing automation and customer engagement platforms (e.g., Adobe Journey Optimizer, Adobe Campaign, Marketo, Braze, Salesforce Marketing Cloud, Segment, Amplitude).
• Strong understanding of digital marketing principles, strategies, and tactics (A/B testing, personalization, SEO, analytics, email marketing).
• Experience managing distributed project teams and remote work environments.
• Track record of contributing to account planning and growth activities, including business development and client relationship expansion.
• Experience managing projects for executive-level client partners, including Fortune 500 clients, delivering impactful business results.
• Relevant certifications: CSM, CSPO, PMP, SAFe Agilist (SA), SAFe Program Consultant (SPC), etc.
• Demonstrated contribution to broader discipline initiatives, such as mentorship, onboarding, interviewing, or process improvements.
• Proactive pursuit of personal growth and skill acquisition through available learning opportunities.

Why WillowTree?

We offer a place to be yourself.

Our differences, both visible and invisible, benefit our teams, our communities, and the products we craft. That’s why WillowTree strives to build a team with diverse backgrounds, skills, and perspectives. You’ll work hard here; however, we’ll balance that with a culture that supports your growth and cares about your well-being. We’re committed to creating an environment of inclusion — a place where every Tree can thrive.

We want you to reach your fullest potential and part of your professional development at WillowTree will include dedicated time to innovate on passion projects and an annual stipend to fund your professional pursuits.

WillowTree upholds our core values in every aspect of our work. We promote safe and inclusive work environments and maintain a drug-free workplace. We celebrate our differences and provide equal employment opportunities to all team members and applicants without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Diverse teams build better products. We acknowledge that the tech industry especially lacks opportunity for those who are of non-traditional backgrounds and in underrepresented groups. In order to create the best products for everyone, we know that it's important for our team to reflect the diversity of our users, and we are committed to being the change we want to see.