Director, Operations Excellence

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director, Operations Excellence based in the United States.

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.

• 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.