Director, Operations Excellence
New
United StatesFull-TimeDirector
Salary190,000 - 230,000 USD per year
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Job Details
- Experience
- 10+ years
- Required Skills
- Project ManagementSalesforceJiraOperations ManagementProcess improvementChange ManagementServiceNow
Requirements
- Bachelor's degree in Business Administration, Operations Management, or related field.
- 10+ years of experience in operations, process improvement, quality management, or a related cross-functional leadership role.
- Demonstrated track record of driving accountability and measurable improvement across organizational boundaries.
- Ability to build and lead a quality management function in a scaling technology or services organization.
- Natural systems thinker capable of identifying patterns and translating them into improvement plans.
- Strong facilitation skills, comfortable leading problem-solving discussions with senior stakeholders.
- Proven ability to build governance structures and drive adoption of documented processes.
- Solid project management capabilities to prioritize and advance multiple improvement efforts.
- Clear communicator who can translate operational complexity into executive updates.
- Experience with B2B client platforms, order management ecosystems, or IT services operations is a plus.
- Certification in project management, change management, Lean, or Six Sigma is a plus.
- Familiarity with Salesforce, Jira, ServiceNow, or similar operational tools is preferred.
Responsibilities
- Own the centralized view of operational quality issues across the quote-to-cash process, ensuring resolution with clear accountability.
- Lead rapid triage and cross-functional coordination for critical operational quality failures.
- Identify systemic patterns, facilitate root cause analysis, and track corrective actions through to closure.
- Partner with cross-functional teams to define, document, and maintain standard operating procedures.
- Build and maintain a centralized knowledge base for institutional process knowledge.
- Maintain a regular cadence of reporting to senior leadership and own the operational quality scorecard.
- Establish the Operations Excellence function, including operating models, governance, and escalation paths.
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