Position Purpose and Impact The Director, Business Operations plays a critical role in executing the company’s strategic objectives by driving operational excellence across all facets of the organization. This position directly supports the company’s 5-year Transformation plan, which focuses on delivering a step-change in customer satisfaction through fully rebuilt operational systems and processes. To achieve these goals, the Director will: + Streamline workflows to improve efficiency, reduce waste, and drive performance outcomes + Develop operational systems such as OKRs and performance scorecards to ensure teams action in line with organizational priorities + Lead initiatives to implement technology and automation solutions that reduce manual tasks and improve performance + Support cross-departmental collaboration while holding teams accountable to clear performance metrics + Ensure transparency and accountability across departments through data-driven insights and performance tracking Responsibilities + Design, implement, and monitor business processes to improve performance, drive cost efficiency, and enhance customer satisfaction + Lead and manage cross-functional projects to deliver measurable results in line with the company’s transformation goals + Analyze data to identify trends, uncover opportunities, and provide actionable insights that support strategic decision-making at all levels + Collaborate with key stakeholders to identify operational needs, prioritize initiatives, and optimize workflows for efficiency and effectiveness + Advocate for the adoption of new technologies and automation, driving the full implementation process to optimize business operations + Oversee the creation and management of performance scorecards for every department, ensuring alignment with transformation OKRs + Support the creation and execution of company-wide incentive plans, driving accountability and performance + Manage capacity models and ensure the standardization and optimization of business processes, tools, and systems + Oversee and track performance scorecard reviews, providing data-driven insights and recommendations to leadership for continuous improvement + Lead efforts to ensure a culture of operational excellence, rigor, and high performance through structured meeting cadences, reviews, and transparency Desired Qualifications: + Extensive experience leading operational improvements and strategic initiatives (ideally within the software or SaaS industry) + Strong proficiency in data analytics and business intelligence tools (e.g., Tableau, SQL, Excel) + Proven ability to build and manage cross-functional relationships, including at the executive level + Exceptional problem-solving and critical thinking skills with a results-oriented approach + Outstanding verbal and written communication skills, with experience presenting to senior audiences Desired Education and Experience: + Bachelor’s degree in Business, Operations, or related field; MBA preferred + 8+ years of experience in operations, strategy, or project management roles + Proven track record of managing cross-functional initiatives and driving performance improvements + Experience with data analysis, technology adoption, and business process optimization + Software / SAAS experience a plus Desired Hardware and Software Competency + Comfortable learning and using emerging technologies and platforms + Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word) + Familiarity with project management platforms (e.g., Asana, Jira, Trello) + Knowledge of BI tools (e.g., Tableau, Power BI) for data visualization + Basic understanding of CRM systems (e.g., Salesforce) General Physical Demands The below physical demands are representative of those required to successfully perform the essential functions of this job. + Visual Acuity: Close visual acuity to read and analyze data on a computer monitor. + Hearing Ability: Must be able to communicate effectively in person, over the phone, and through electronic media. + Manual Dexterity: Operation of a phone, keyboard, mouse, and general office equipment. + Repetitive Motion: Regular and consistent use of hands and fingers for typing, writing, and other computer-related tasks. + Lifting and Carrying: Occasional lifting and carrying of office supplies and materials weighing up to 10 pounds. + Sedentary Work and Body Position: The majority of work is performed while stationary or sitting at a desk or computer workstation. Prolonged periods of sitting and working on a computer are required. The ability to maintain the required body positions for extended periods, including sitting and using a computer is required. An ability to move within an office setting as well as departing and returning to a workstation punctually for assigned breaks periods is required.