Director, OneForma Operations
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Job Description
Director of Operations at Centific overseeing OneForma’s global platform operations and managing operational managers. Driving operational excellence and cross-functional alignment for scalable solutions with a focus on GenAI.
Responsibilities:
- Lead and directly manage the team of operational managers (Support, Engagement, Platform Education, PMO)
- Provide strategic direction, performance feedback, and career development support to team leads and their direct reports
- Coordinate priorities across teams to ensure alignment with OneForma’s platform goals and annual operations plan
- Serve as the central point of accountability for cross-departmental execution, removing blockers and ensuring communication flow
- Foster a culture of accountability, clarity, and professional growth across all direct-reporting managers
- Coach managers on communication, delegation, and strategic thinking
- Own operational performance tracking and reporting across assigned teams
- Partner with Data and Analytics to extract actionable insights from user, project, and support data
- Establish clear metrics and KPIs for each function (Support resolution rates, Engagement metrics, PMO delivery timelines, Education completion, etc.)
- Serve as the operational connector between internal stakeholders within OneForma Operations
- Ensure smooth coordination of initiatives and timely communication Collaborate between PMO, Engagement, Support + Product, Engineering to push those priorities forward
- Identify process inefficiencies and lead continuous improvement initiatives across operations
- Implement systems and tools that improve information flow, reporting consistency, and team coordination
- Support the VP of Operations in executing new strategic programs
Requirements:
- 8–10 years of experience in operations, community or program management
- Proven ability to lead multi-disciplinary, global teams
- Strong analytical capability with experience using dashboards, KPIs, or data visualization tools (e.g., Power BI, Tableau, Looker)
- Exceptional communication and collaboration skills across technical and non-technical stakeholders
- Demonstrated ability to manage competing priorities and maintain operational consistency in a fast-paced environment
Benefits:
- Health insurance
- Retirement plans
- Paid time off
- Professional development opportunities
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