Senior Director, Central Operations

Responsibilities

Lead the Transformation and Automation Agenda

• Lead Operations transformation with focus on AI and automation solutions to reshape operations.
• Reimagine workflows for efficiency, quality, and speed improvements.
• Serve as primary Operations liaison for company-wide AI/automation initiatives, partnering with Technology, Customer Success, Revenue, and Finance.
• Build change management to ensure adoption.

Build and Lead the Central Operations Team

• Build, develop, and retain high-performing team.
• Set strategic vision, foster accountability and continuous improvement.

Drive Operational Excellence

• Define standards framework including SOPs, controls, and quality benchmarks.
• Drive continuous process improvement.
• Manage governance cadence for evolving standards.

Own Data, KPIs, and Operational Reporting

• Own KPI framework: metric definitions, ownership, targets.
• Ensure timely, reliable reporting and dashboards.
• Serve as authoritative source for Operations success metrics.

Govern Systems and Tools

• Own Operations tool stack: configuration, governance, vendor relationships, license management.
• Ensure tooling aligns with processes.
• Evaluate and introduce new tools with IT/Engineering.

Build Learning and Development Foundation

• Own L&D: onboarding, skills development, manager training, transformation programs.
• Build scalable L&D infrastructure.

Qualifications

• 10+ years in operations, business operations, product, or related function, with 3-5 years leading teams.
• Success building operational infrastructure (SOPs, KPIs, controls) in scaling organizations.
• Track record leading transformation/automation, including AI/process tools.
• Strong analytical skills for metrics, data quality, insights.
• Hands-on experience owning operational tools/platforms.
• Experience building/overseeing L&D programs in operations.