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.