Senior Director, Central Operations
Leads Central Operations transformation at Justworks, building standards, systems, KPIs, and AI/automation initiatives. Owns operational excellence, tool governance, data reporting, and L&D for the Operations organization, partnering cross-functionally in a scaling tech environment.
About the job
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.
Skills
AI, Automation, SOPs, KPIs, Process Improvement, Change Management, Data Analytics, Operational Reporting, Third-Party Tools, L&D Programs, Governance, Metrics Definition
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