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Visory is an AI-native financial services company founded in 2022 that automates the finance function for growing businesses across Australia, New Zealand, and the United States. The company uses AI agents (Delphi) to handle routine bookkeeping, payroll, payables, receivables, and financial insights, with human experts overseeing and owning outcomes.
The Head of Customer Delivery leads Visory's entire customer delivery organization—the teams of experts and AI agents that run the finance function for customers. This is a unique leadership role in an AI-native services model where agents handle routine work and people make strategic decisions.
Key Responsibilities:
- Lead service delivery strategy and own customer satisfaction, retention, work quality, and margin outcomes
- Set the service standard and customer experience bar across all markets
- Build and develop Business Performance Partners and technical leads who manage customer teams
- Define the service delivery operating system: cadence, scorecards, accountability structures, and governance that enable autonomous team scaling
- Partner with Product and Engineering to ensure platform and AI improvements translate into delivery gains
- Lead integration of acquired teams and customers into a unified operating model
- Establish the culture and accountability structure that maintains service standards across distributed teams in three countries
This role is unique because it requires leading a delivery model that has never been run at scale in financial services: fewer people per customer, higher standards per person, AI agents as colleagues, and rapid product-to-service iteration cycles.
Requirements:
- Proven experience leading multi-team service or delivery organizations through managers or team leads, with accountability for retention, margin, and service levels
- Customer-first mindset with a track record of lifting customer satisfaction and retention in a service business
- Systems thinking: ability to fix immediate problems and redesign systems to prevent recurrence
- Decisive and direct leadership style; comfortable making calls with imperfect information and holding people accountable with care
- Demonstrated success landing real change in delivery teams (migrations, platform transitions, new technology implementations)
- Desire to lead a team that works with AI daily
Nice to Have:
- Experience in payroll, bookkeeping, accounting, or professional services
- Experience integrating acquired teams or customer books into a unified operating model
- Experience leading distributed teams across time zones
