Director of Operations

Industry: Enterprise SaaS, AI-Enabled Technology, Cloud Platforms, Digital Operations, Customer Delivery, Business Process Optimization, and Operational Excellence
Location: USA Remote
Compensation Package: $320K – $409K

About the Organization

We are a large, enterprise-scale SaaS, AI-enabled technology, cloud platform, digital operations, customer delivery, business process optimization, and operational excellence organization supporting complex business functions, enterprise customers, distributed teams, technology platforms, and high-volume operating workflows across the United States. The company operates in a fast-moving digital environment where operations leadership directly influences customer experience, execution quality, productivity, process consistency, cost discipline, workforce scalability, service reliability, and long-term enterprise performance.

This is not a traditional operations role focused only on task coordination, routine reporting, or basic process administration. The Director of Operations will serve as a business operations leader responsible for improving how teams plan, execute, measure, and scale work across a large remote-first organization. This role will connect operational strategy, business process improvement, performance management, customer delivery, workflow optimization, cross-functional coordination, resource planning, and operational reporting into one disciplined operating model.

The company is continuing to invest in AI-enabled operations, workflow automation, enterprise systems, customer lifecycle visibility, operational dashboards, process documentation, service delivery standards, business intelligence, productivity improvement, operating cadence maturity, vendor coordination, and scalable execution practices. As the organization grows, leadership is seeking a Director of Operations who can bring strong operating judgment, analytical thinking, process discipline, people leadership, and cross-functional partnership to a highly visible leadership role.

The Director of Operations will lead operational execution across business processes, performance reporting, customer delivery support, resource alignment, workflow improvement, operating routines, vendor coordination, process governance, and cross-functional initiatives. This leader will work closely with Operations, Finance, Customer Success, Sales, Product, Technology, Data Analytics, HR, Legal, Procurement, and Executive Leadership to ensure priorities are translated into clear actions, measurable outcomes, and consistent follow-through.

This role requires a leader who understands how operational details affect enterprise results. The ideal candidate will know how to identify process gaps, improve service delivery, build dashboards, manage cross-functional projects, support planning routines, reduce friction between teams, strengthen operating documentation, improve team accountability, and use data to guide decisions.

The selected candidate will help build a more scalable, measurable, and reliable operations function. This includes improving operating rhythms, strengthening internal handoffs, reducing process variation, supporting customer-facing execution, improving workflow visibility, and ensuring teams have the structure, tools, and reporting needed to perform at a high level.

This is a high-impact opportunity for an operations leader who wants to improve business execution, support enterprise growth, build scalable processes, and help a large technology-driven organization operate with greater clarity, speed, and accountability.

Essential Duties and Responsibilities

• Lead operational execution across business processes, customer delivery support, workflow optimization, performance reporting, resource alignment, operating routines, and cross-functional initiatives.

• Build and execute an operations roadmap that improves process consistency, service quality, productivity, customer outcomes, reporting visibility, team accountability, and enterprise scalability.

• Partner with senior operations leaders and executive stakeholders to translate strategic priorities into clear operating plans, milestones, ownership models, and measurable performance outcomes.

• Manage operating cadences, including weekly business reviews, process improvement meetings, performance updates, project reviews, resource planning sessions, and cross-functional execution routines.

• Identify operational bottlenecks, process gaps, handoff issues, customer delivery risks, productivity challenges, reporting limitations, and workflow inefficiencies.

• Lead process improvement initiatives that simplify work, reduce manual effort, improve cycle times, strengthen documentation, and increase consistency across teams.

• Partner with Customer Success and Sales to improve customer lifecycle execution, account handoffs, delivery readiness, escalation management, service quality, and customer experience.

• Partner with Product and Technology teams to support system adoption, workflow improvement, operational tooling, data visibility, and product-to-operations alignment.

• Partner with Finance to support budget visibility, resource planning, cost tracking, vendor spend, operational efficiency, and business performance analysis.

• Develop dashboards, reports, scorecards, operating summaries, project trackers, decision memos, and performance narratives for leadership review.

• Support vendor and partner coordination, including service expectations, performance tracking, renewal planning, issue resolution, and operational accountability.

• Strengthen process documentation, standard operating procedures, playbooks, escalation paths, approval workflows, and knowledge management practices.

• Lead cross-functional initiatives from planning through execution, ensuring timelines, owners, dependencies, risks, and success measures are clearly managed.

• Build, mentor, and lead operations team members while creating a culture of accountability, service quality, data-driven decisions, process discipline, and continuous improvement.

Job Qualifications and Requirements

• Bachelor’s degree in Business Administration, Operations Management, Finance, Industrial Engineering, Information Systems, Data Analytics, Supply Chain, or a related field required.

• MBA, master’s degree, or advanced education in operations, business analytics, process improvement, project management, or enterprise management preferred.

• 10+ years of progressive experience in operations, business operations, customer operations, operational excellence, process improvement, program management, strategic operations, or enterprise execution.

• 5+ years of leadership experience managing operations teams, process improvement functions, customer operations teams, business operations programs, or cross-functional execution initiatives.

• Experience within enterprise SaaS, AI-enabled technology, cloud platforms, fintech, cybersecurity, healthcare technology, digital products, business services, consulting, or large distributed enterprise environments strongly preferred.

• Proven success improving business processes, scaling operating routines, building dashboards, strengthening service delivery, reducing operational friction, and supporting enterprise growth.

• Strong understanding of operating models, workflow design, KPI tracking, project governance, customer lifecycle operations, resource planning, process documentation, and performance management.

• Experience building operating reports, dashboards, process maps, project trackers, business review materials, standard operating procedures, and executive-ready updates.

• Familiarity with tools such as Salesforce, HubSpot, NetSuite, Workday, Jira, Confluence, Asana, Monday.com, Smartsheet, ServiceNow, Tableau, Power BI, Looker, Snowflake, Google Workspace, Microsoft 365, or similar platforms preferred.

• Strong analytical ability with experience interpreting operational data, identifying trends, measuring performance, evaluating tradeoffs, and recommending practical improvements.

• Experience working with Operations, Finance, Sales, Customer Success, Product, Technology, HR, Legal, Procurement, Data Analytics, vendors, and senior business leaders.

• Excellent communication, problem-solving, stakeholder management, project leadership, process improvement, documentation, and team leadership skills.

Personal Capabilities and Qualifications

• Strong operations leader with the ability to connect strategy, process execution, customer outcomes, team productivity, reporting visibility, and measurable business performance.

• Highly organized and structured, with the ability to manage multiple priorities, clarify ownership, track dependencies, and keep teams aligned.

• Analytical and data-informed, with the ability to use metrics, dashboards, customer signals, workflow data, and operational trends to guide improvement.

• Business-minded and practical, with the ability to understand how operational decisions affect customer experience, revenue, cost, productivity, and enterprise scalability.

• Process-focused but flexible, with the ability to improve standards and governance without creating unnecessary complexity or slowing execution.

• Collaborative and able to influence Operations, Finance, Sales, Customer Success, Product, Technology, HR, Legal, Data Analytics, and Executive Leadership around shared priorities.

• Customer-centered, with the ability to improve internal operations in ways that directly support customer delivery, service quality, and long-term relationship strength.

• Calm and decisive under pressure, especially during customer escalations, process failures, urgent deadlines, system issues, or cross-functional conflicts.

• Strong people leader who can coach team members, improve accountability, build operational capability, and create a culture of ownership and continuous improvement.

• High integrity and discretion when handling customer data, operational reports, financial information, workforce planning materials, vendor details, and leadership communications.

Strategic Support

The Director of Operations will provide strategic support by helping the organization improve how priorities are planned, coordinated, measured, and executed across business functions.

This role will help leadership make better decisions about process design, operational capacity, customer delivery, workflow improvement, vendor performance, reporting needs, resource alignment, and execution risks. The Director will ensure operations are not managed as a reactive coordination function, but as a disciplined business capability that improves clarity, consistency, and measurable performance.

Key areas of strategic support may include:

• Operations strategy and execution roadmap development.
• Business process improvement and workflow optimization.
• Operating cadence and business review management.
• KPI tracking, dashboards, and performance reporting.
• Customer delivery support and lifecycle operations improvement.
• Cross-functional initiative planning and execution.
• Resource planning and capacity visibility.
• Vendor coordination and performance management.
• Process documentation, SOPs, and operational playbooks.
• Escalation management and risk visibility.
• Cost tracking and operational efficiency support.
• System adoption and workflow automation partnership.
• Team development and operating discipline improvement.
• Leadership reporting and decision-support materials.

The Director of Operations will help ensure the company operates with stronger processes, clearer ownership, better visibility, and more consistent execution as it scales.

Working Conditions

• Location: USA Remote.

• Primarily remote leadership environment with regular operations reviews, performance discussions, project updates, customer delivery meetings, workflow planning sessions, vendor reviews, and cross-functional coordination.

• Flexibility required during customer escalations, urgent operational issues, planning cycles, system rollouts, process changes, reporting deadlines, or high-priority business initiatives.

• Occasional travel may be required for leadership off-sites, operational workshops, customer meetings, company gatherings, vendor discussions, or strategic planning sessions.

• Regular collaboration with Operations, Finance, Customer Success, Sales, Product, Technology, HR, Legal, Procurement, Data Analytics, vendors, and Executive Leadership.

• Fast-paced enterprise technology environment with high visibility around operational execution, customer delivery, process quality, reporting accuracy, productivity, and business scalability.

• Role requires handling confidential customer information, operational data, financial reports, vendor details, workforce planning materials, process documentation, and leadership communications with discretion.

Job Function

• Operations Leadership
• Business Operations
• Operational Excellence
• Process Improvement
• Customer Delivery Operations
• Performance Management
• Workflow Optimization
• Cross-Functional Execution
• KPI Reporting
• Resource Planning
• Vendor Coordination
• Project Governance
• Operating Cadence Management
• Business Process Documentation
• Leadership Reporting

Compensation & Benefits

Compensation Package: $320K – $409K

The total compensation package may include base salary, performance bonus, operations performance incentives, process improvement incentives, long-term incentives, equity participation where applicable, and additional leadership-level benefits depending on experience, qualifications, and final role alignment.

Benefits may include:

• Comprehensive medical, dental, and vision coverage.
• Performance bonus eligibility.
• Operations performance and process improvement incentive opportunities.
• Long-term incentive opportunities.
• Equity or ownership-aligned compensation where applicable.
• Retirement savings plan with company contribution.
• Paid time off and company holidays.
• USA remote work flexibility.
• Leadership visibility across operations, customer success, finance, product, and technology teams.
• Leadership coaching, operations development, and professional growth support.
• Support for operational excellence, process improvement, analytics, AI-enabled operations, project management, and leadership education programs.
• Wellness, employee assistance, and work-life support programs.
• Access to modern analytics, workflow, CRM, project management, collaboration, BI, finance, and enterprise operations platforms.

Why Join Us

This is an opportunity to join a large technology-driven organization where operations leadership directly influences execution quality, customer delivery, productivity, process scalability, and long-term enterprise performance.

The Director of Operations will have the opportunity to improve operating systems, strengthen business processes, support customer-facing execution, build performance visibility, and create scalable routines for a remote-first enterprise.

You will work in an environment that values practical execution, data-driven decisions, process discipline, customer focus, accountability, and continuous improvement. The company is investing in AI-enabled operations, workflow automation, business intelligence, enterprise systems, operational analytics, and scalable process design.

For an operations leader who enjoys solving business problems, improving how teams work, building reliable processes, and turning operational strategy into measurable results, this role offers the scope, visibility, and leadership platform to make a meaningful impact.