Director, Operations - Shared Services
New
We’re a remote-first companyFull-TimeDirector
Salary164,900 - 185,000 USD per year
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Job Details
- Required Skills
- Project ManagementData AnalysisResource PlanningBudget management
Requirements
- Experience in high-volume, tech-enabled service organizations (e.g., Health tech, Fintech, or Marketplace).
- Experience managing managers and leading multi-layered teams through periods of change/growth.
- Strong grasp of operational data and workforce management principles.
- Proven experience defining and executing scalable operational systems and processes.
- Deep understanding of BPO vendor management, including performance reporting and contract negotiation.
- Strategic experience in budgetary management and cost optimization.
- Experience with project management frameworks and operational readiness planning.
- Strong communication skills with ability to explain complex trade-offs to stakeholders.
Responsibilities
- Lead the blended workforce strategy and resource planning for internal and BPO teams.
- Act as the primary point of accountability for BPO vendor performance and relationship management.
- Monitor performance trends to optimize labor efficiency and ensure high-quality service.
- Lead teams responsible for training, content development, and ongoing knowledge management.
- Drive an AI-ready knowledge strategy to power automation and self-service tools.
- Manage the shared services budget for vendor contracts, software, and operational tools.
- Lead negotiation and lifecycle management of vendor contracts in partnership with Legal and Finance.
- Establish and lead a centralized Operations PMO to ensure operational readiness.
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