Director, Services Operations – Planning
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Job Description
Director of Client Operations & Planning driving operational clarity for a trusted commerce network. Collaborating with executive leadership on strategic priorities and operational outcomes.
Responsibilities:
- Own the executive client operations performance package and narrative used for executive leadership team (ELT), board, and investor reporting.
- Develop and maintain clear visibility into operational performance, priorities, risks, and outcomes across the client organization.
- Partner with executive leadership to translate strategic priorities into operational plans and measurable outcomes.
- Ensure alignment of operational initiatives with enterprise strategy and business unit goals.
- Run the enterprise client initiative portfolio, including intake, prioritization, sequencing, and execution discipline.
- Establish governance processes that ensure initiatives are aligned with strategic priorities and appropriately resourced.
- Monitor initiative progress, identify risks, and ensure clear escalation paths to leadership when execution risks arise.
- Maintain transparency across leadership teams regarding priorities, dependencies, and progress.
- Drive cross-functional accountability across initiatives by working closely with functional leaders to track commitments, timelines, and outcomes.
- Challenge assumptions, timelines, and risks constructively to ensure initiatives remain on track and deliver intended results.
- Facilitate alignment across Sales, Client Operations, Product, Marketing, Finance, and other functional partners to resolve operational dependencies.
- Govern the operational enablement standards library, including playbooks, templates, operating cadences, and best practices.
- Ensure teams have access to standardized operational frameworks that support scalable execution and consistency across the organization.
- Continuously refine operating models, processes, and internal frameworks to improve efficiency and execution quality.
- Own identification and evaluation of AI-enabled operational opportunities across the client organization.
- Develop business cases for automation and AI adoption that improve productivity, efficiency, and operational performance.
- Track adoption, outcomes, and benefits through a structured AI benefits register and operational improvement roadmap.
- Lead the principal expert bench, ensuring expertise is deployed transparently against the organization’s highest-priority opportunities and initiatives.
- Coordinate subject matter expertise to support complex operational initiatives, strategic projects, and high-impact transformation efforts.
- Own operational strategies for Retail Media, Digital Marketing, and Service Partnerships in partnership with functional leaders.
- Ensure operational plans support strategic growth priorities while maintaining execution discipline and resource alignment.
- Build strategic content and performance narratives for Town Halls, Operations Council meetings, executive reviews, and board sessions.
- Partner closely with the CEO Chief of Staff to coordinate executive-level messaging, updates, and leadership alignment.
- Maintain regular engagement with the CEO Chief of Staff to ensure business unit responsiveness to ELT priorities, requests, and strategic initiatives.
Requirements:
- 10+ years of experience in strategy, operations, business operations, consulting, or similar leadership roles within technology, SaaS, or complex enterprise environments.
- Proven experience leading cross-functional initiatives and driving operational execution across multiple functions.
- Strong strategic and analytical skills with the ability to translate complex data and operational insights into actionable plans.
- Demonstrated experience managing complex initiative portfolios or strategic programs across large organizations.
- Strong executive communication skills with experience preparing materials and insights for senior leadership or board-level discussions.
- Ability to influence senior stakeholders and drive accountability across organizational boundaries.
- Exceptional organizational and program management skills with the ability to manage competing priorities and complex initiatives simultaneously.
Benefits:
- Medical, dental and vision benefits: Affordable health care plans and company HSA contributions, starting on Day 1
- A 6% 401(k) match
- Competitive time off package with 20 days of Paid Time Off, 9 Company-Paid holidays, 2 paid floating holidays, 7 paid sick days, 2 Wellness days, and 1 Paid Volunteer Day; at 3 years of service PTO increases to 22 days, and at 5 years it increases to 25 days
- 12 weeks primary caregiver leave & 4 weeks secondary caregiver leave
- Accident, critical illness, and hospital indemnity insurance
- Pet insurance
- Legal assistance and identity theft insurance plans
- Life insurance 2x salary
- Access to the Calm app and the Employee Assistance Program
- $65/month Remote work stipend for internet
- Culture and team-building activities
- Tuition assistance
- Career development opportunities
- Charitable contribution match up to $250 per year
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