Director, Operations Excellence
New
Based in the United StatesFull-TimeDirector
Salary$190,000 to $230,000
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Job Details
- Experience
- Minimum of 10 years of experience
- Required Skills
- Project ManagementSalesforceJiraOperations ManagementProcess improvementChange ManagementServiceNow
Requirements
- Bachelor's degree in Business Administration, Operations Management, or a related field.
- Minimum of 10 years of experience in operations leadership, process improvement, quality management, or related cross-functional roles within complex organizations.
- Proven track record of driving measurable operational improvements and influencing stakeholders across organizational boundaries.
- Experience establishing or leading operational excellence, quality management, or transformation functions within scaling technology or services organizations is strongly preferred.
- Strong understanding of end-to-end operational ecosystems, including CRM platforms, order management processes, financial systems, and client-facing technologies.
- Demonstrated expertise in governance design, process standardization, accountability frameworks, and change management initiatives.
- Excellent analytical and problem-solving capabilities, with the ability to identify patterns, diagnose root causes, and implement scalable solutions.
- Exceptional communication and executive presentation skills, with the ability to simplify complex operational concepts into clear business insights.
- Strong project management and organizational skills, capable of managing multiple strategic initiatives simultaneously.
- Collaborative leadership style with the ability to build trust, influence stakeholders, and drive alignment in matrixed environments.
- Certifications in Lean, Six Sigma, project management, or change management methodologies are considered advantageous.
- Experience with operational tools such as Salesforce, Jira, ServiceNow, or similar platforms is preferred.
Responsibilities
- Build and lead the Operations Excellence function, establishing governance models, operating rhythms, escalation frameworks, and cross-functional engagement strategies.
- Oversee operational quality management across end-to-end business processes, ensuring issues are identified, tracked, prioritized, and resolved with clear accountability.
- Lead cross-functional triage efforts for critical operational challenges, coordinating stakeholders and driving timely corrective actions.
- Conduct root cause analysis to identify systemic process gaps and implement sustainable solutions that improve operational performance and data quality.
- Develop, document, and maintain standard operating procedures and process frameworks that support organizational consistency and scalability.
- Identify and implement automation opportunities and process enhancements that reduce manual effort and improve efficiency.
- Establish and maintain centralized knowledge management practices to preserve institutional knowledge and promote organizational alignment.
- Design and manage operational quality scorecards, dashboards, and executive reporting frameworks to provide visibility into trends, risks, and performance metrics.
- Serve as a trusted advisor to senior leadership by translating complex operational data into actionable insights and strategic recommendations.
- Foster a culture of continuous improvement, operational rigor, and accountability across multiple teams and functions.
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