Digital Banking Operations Director

About the Role We're looking for an Operations Director to lead operations for our Digital Banking Platform organization — a global team of Product and Engineering professionals powering the future of banking. With an annual budget of more than $100 million, this team builds and scales the platforms that millions of customers rely on every day. Reporting to the VP of Operations with a dotted line to the Managing Director of Digital Banking, you'll be the operational backbone of a complex, high‑velocity organization. You'll own the operating model, strategic execution, organizational alignment, and operational metrics that enable this $100M+ P&L to deliver at scale. From defining how work flows through the organization to ensuring priorities stay synchronized across teams, you'll create the structures and discipline that drive results. This is a high‑impact role for a proven operations leader who thrives in complex environments, can architect scalable processes, and brings clarity and accountability to large‑scale execution. What You'll Do Strategic & Operational Leadership: Partner with the Managing Director of Digital Banking as a strategic advisor and operational leader, providing insights and recommendations that shape organizational strategy and execution. Design and manage the operating model that governs how the organization plans, executes, and adapts — defining cadences, governance, and accountability structures. Lead strategic planning cycles, quarterly business reviews, and staff operations that keep the organization aligned and focused. Lead special projects and strategic initiatives that advance organizational goals and drive operational excellence. P&L and Organizational Management: Own P&L accountability for a $100M+ organization, working with Finance to track spending, manage headcount allocation, and ensure financial discipline. Develop and manage headcount plans, workforce distribution, and organizational capacity to align with strategic priorities. Build business cases, conduct variance analyses, and track performance against plan to maintain accountability and drive informed decision‑making. Partner with Finance on budget cycles and cost optimization, but lead on operational prioritization and resource allocation. Operational Excellence & Process Design: Establish processes, workflows, and governance structures that enable the organization to operate at scale without creating bureaucracy. Define how cross‑functional teams (Product, Engineering, Technical Leadership) align and make decisions — creating clarity without slowing execution. Build performance metrics and dashboards that provide visibility into organizational health, execution, and progress against strategic goals. Continuously improve operating rhythms and practices to reduce friction, accelerate decision‑making, and enhance team effectiveness. Stakeholder Alignment & Cross‑Functional Coordination: Align Product, Engineering, Finance, Risk, and Compliance around priorities and execution plans. Facilitate 3‑in‑a‑box alignment (Product, Engineering, Technical Leads) to ensure clear ownership, accountability, and execution. Serve as a critical link between engineering leadership and the broader organization, translating strategy into operational reality. Manage escalations, resolve conflicts, and drive decisions when priorities misalign. Organizational Leadership & Talent Strategy: Partner with HR and Recruiting on hiring plans, organizational design, and workforce strategy for scaling the team. Support long‑term talent development, organizational capability building, and succession planning. Champion a strong culture through change management, morale programs, and recognition initiatives during periods of growth and transformation. Strategic Execution & Innovation: Drive execution against strategic initiatives, removing blockers and keeping teams focused on high‑impact work. Identify opportunities to enhance operational efficiency through better processes, tools, and practices. Stay ahead of organizational trends and bring forward ideas for how the organization can operate more effectively. Responsibilities Conduct ongoing technical assessments of all live partner applications in the demo environment to ensure integration quality, compliance, and performance. Coordinate with partners and internal teams to resolve any partner app issues in the demo environments. Ensure all partner apps are properly deployed to demo environments and continue to stay functioning. Manage and triage the developer support queue, providing timely and accurate responses in collaboration with internal technical teams. Monitor shared support email aliases to ensure partner inquiries are addressed promptly. Mark appropriate work orders as billable based on partner activity and scope of work. Update go‑live dates on work orders to support accurate financial forecasting and revenue recognition by the finance team. Serve as the primary point of contact for partner‑related escalations, ensuring swift resolution through coordination with engineering, support, and partner success teams. Maintain clear records of partner issues, demo environment deployments, and project timelines. Continuously improve workflows and documentation to enhance operational efficiency and partner experience. Identify process gaps and implement improvements to optimize delivery pipelines and team workflows. Ensure clear communication across teams and levels of leadership, providing updates, escalations, and recommendations when needed. Experience & Knowledge 12+ years with advance degree or 15+ years with undergraduate degree in relevant field (e.g., technical project management, partner operations, or platform support). Solid understanding of SaaS environments, APIs, and technical integration workflows. Experience using project management and support tools such as Jira, Confluence, Zendesk, Salesforce, or similar. Strong organizational skills with a detail‑oriented mindset and a proactive approach to problem‑solving. Excellent written and verbal communication, including experience working with both technical and non‑technical audiences. Preferred background in fintech, banking technology, or developer‑focused platforms. Familiarity with cloud infrastructure and modern development practices (CI/CD, containers, staging/demo environments). Fluent written and oral communication in English. Legal & EEO Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, or veteran status. Applicants in California or Washington State may not be exempt from federal and state overtime requirements. #J-18808-Ljbffr Q2 India