Project Delivery Director

Project Delivery Director

Own the experience behind our most important projects.

A senior, client-facing role leading the commercial delivery and customer experience of strategic projects above $250K across North America.

The Role

This role connects Sales, Solution Design, Operations and Customer Service to keep complex projects moving, protect margin and give clients confidence from pre-award through handover. The objective is not simply to administer projects - it is to solve problems early, lead communication well and turn successful delivery into stronger long-term accounts.

The Mandate

• Join major opportunities before award and stay involved through delivery.
• Own the senior client experience from project award to handover.
• Coordinate internal teams, milestones and customer touchpoints across complex projects.
• Flag risk early, resolve issues quickly and protect delivery confidence.

Attend key site meetings and critical handovers where senior presence adds value.

What Success Looks Like

• Major projects are delivered with clear ownership, communication and follow-through.
• Escalations reduce because risks are surfaced and solved earlier.
• Contractors, consultants and end users see The Splash Lab as a dependable design and delivery partner.
• Successful projects generate repeat specifications, follow-on revenue and stronger strategic relationships.

The premium service experience matches the quality of the product and design proposition.

The Person

A commercially aware project leader who is equally comfortable in front of a client, on a jobsite and around an internal delivery table. You bring strong stakeholder management, practical judgement, calm problem-solving and exceptional follow-through. Experience working with contractors, consultants, architects, designers or end users on complex commercial projects is highly relevant.

Location + Travel

Based with The Splash Lab in Torrance, California, with national travel to strategic project sites and customer meetings as required.

Commercial judgement. Delivery discipline. Client trust.

1. Strategic project engagement

• Support Sales in closing major projects by building client confidence and reducing perceived delivery risk.
• Identify upsell, scope-growth and longer-term account opportunities.

2. White-glove client experience

• Act as the senior point of contact for strategic projects and escalations.
• Maintain proactive communication with contractors, consultants and end users.

3. Project communication + coordination

• Keep delivery, communication and timelines aligned across internal teams.
• Maintain clear visibility of milestones, actions, risks and customer touchpoints.

4. Site presence + relationship management

• Represent The Splash Lab professionally at key project stages and on site.
• Use project engagement to deepen relationships and identify future pipeline opportunities.

5. Customer service + design solutions oversight

• Support customer-facing decisions where commercial judgement and cross-team coordination are required.
• Help improve the way major projects are managed and communicated over time.

6. Post-project growth + brand advocacy

• Maintain relationships after completion and convert successful delivery into repeat business. Partner with Sales and Marketing on case studies, reviews and proof points that support future wins.

Core KPIs

Strategic project win/conversion support | Client satisfaction & escalations | On-time coordinated delivery | Repeat specifications & follow-on revenue | Growth in key contractor, consultant and end-user relationships

Reporting + partnerships

Reports to the Commercial Director. Works closely with both Sales Directors on strategic opportunities; partners with Operations on planning, risk and execution; coordinates with Customer Service and Solution Design; and supports Marketing on post-project advocacy. The remit intentionally spans commercial support, delivery coordination, escalation management and repeat-business development.

Why this role matters

The Splash Lab is moving beyond individual products toward a broader role as a design and delivery partner for exceptional commercial restrooms. This role protects that promise where it matters most: on the largest, most visible and most strategically important projects.