Senior Director, Central Operations

Required

• You're an operations leader who sees this moment in operations for what it is: a rare inflection point where AI and automation are reshaping what's possible, and where the leaders who move first will define the next generation of operational excellence. You bring deep expertise in standards, systems, and process design, paired with the vision to imagine what operations can become and the discipline to get there. You've built operational infrastructure before: the SOPs, controls, systems, KPI frameworks, and governance cadences that turn a high-performing team into a high-performing organization. You're a builder at heart, energized by creating structure where there isn't any, and you lead teams through ambiguity and change with conviction and clarity. You influence across the organization, earning trust, driving adoption, and making change stick even where you don't have direct authority. You're also a natural connector between Operations and the partners across Technology, Customer Success, Revenue, and Finance who are critical to making the company's transformation agenda real.
• Your Success Profile
• As the Senior Director of Central Operations, you will lead the transformation of our Operations organization at one of the most exciting moments in the function's history. You will build the operational backbone that sets the standards, systems, and capabilities for how the organization works, and you will lead the AI and automation agenda that will fundamentally reshape how operations gets done. This is a rare opportunity to stand up a centralized function from the ground up, shape its vision, and drive change that will be felt across every team in Operations.
• 10+ years of experience in operations, business operations, product, or a related function, with at least 3-5 years leading teams.
• Demonstrated success building operational infrastructure (SOPs, KPIs, controls frameworks) in a fast-growing or scaling organization.
• Proven track record leading transformation or automation initiatives, including hands-on experience evaluating, deploying, or governing AI or process automation tools in an operational context.
• Strong analytical skills with the ability to define metrics, oversee data quality, and turn reporting into actionable insights.
• Hands-on experience owning and governing operational tools and third-party platforms.
• Experience building or overseeing L&D programs, particularly in an operations context.
• Exceptional influencing and communication skills, with a proven ability to drive change across teams outside of direct ownership and influence at the executive level.
• Experience operating in a compliance-adjacent, regulated, or high-stakes service environment where quality and accuracy have direct customer or legal impact is a plus.
• Familiarity with process improvement methodologies (Lean, Six Sigma, or equivalent) is a plus.