Head of Operations & Business Management

Director, Operations Excellence
This strategic leadership opportunity is ideal for an experienced operations professional passionate about driving large-scale transformation and building high-performing operational frameworks. The role sits at the center of cross-functional collaboration, focusing on operational quality, process optimization, governance, and continuous improvement initiatives that directly impact client experience and business scalability. As a foundational leadership position with strong executive visibility, you will have the opportunity to establish new standards, implement accountability structures, and shape the future of operational excellence across a complex and rapidly evolving environment. The position offers significant influence, executive partnership, and the ability to deliver measurable business outcomes through data-driven decision-making and process innovation.
Accountabilities:

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.
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.
Benefits

• Competitive total compensation package with an on-target earnings range of $190,000 to $230,000, depending on experience, qualifications, and location.
• Comprehensive medical, dental, and vision insurance coverage.
• 401(k) retirement savings plan.
• Generous paid time off and paid company holidays.
• Paid parental and caregiver leave programs.
• Access to professional development opportunities, certifications, and continuous learning initiatives.
• Exposure to cutting-edge technologies and innovation-driven environments.
• Inclusive and collaborative workplace culture that values diversity, growth, and employee well-being.
• Additional employee benefits and wellness programs.