Director, Business Operations, Service Experience
About The Position
Establish overall business or technical strategy for the business operations of aligned organization. Influence decisions as an advisor or counsel to business leadership. Drive strategic objectives and ensure resources are effectively allocated. Provide oversight and support for planning and management of financial, budget, and headcount targets. Act as a liaison between business leadership, staff, and other key partners. Optimize workflows and drive process improvements to enhance organizational performance. Drive and monitor Objectives and Key Results (OKRs) to address gaps in business and operations. Support teams on cross-functional initiatives focused on operational efficiency, The Director, Business Operations is expected to understand market trends, and have a technical and commercial mindset; this role will collaborate with cross-functional stakeholders on workstreams to balance commercial needs and operational risks with technical tradeoffs (e.g., program, product, & compliance management, business planning, OKR alignment, investment analyses, workforce planning, etc.). This role will design operational processes and set benchmarks to empower the global team to win at scale. 10+ years relevant experience and a Bachelor's degree OR Any equivalent combination of education and experience.
Requirements
- 10+ years relevant experience and a Bachelor's degree OR Any equivalent combination of education and experience
Responsibilities
- Develop strategies and investment analyses that balance operational, product, and commercial tradeoffs; provide recommendations to senior leadership through storytelling and quantitative rigor
- Maintain a repository of competitive intelligence and stay informed of the market trends, working with Commercial leads & customer research teams to inform opportunities & mitigate risk
- Evolve team operating model including processes to enable strategic planning and the monitoring of business performance across the organization
- Drive analyses on the impact of product and operational investments, including impact on revenue, unit economics, and overall customer
- Evaluate market trends, and collaborate with market business leaders to set benchmarks policies for technical and commercial GTM goals
- Use data to drive operational efficiency, improve funnel conversion and retention, and identify opportunities to enhance the customer journey
- Drive workstreams focused on quality assurance through the standardization of GTM systems, processes, and tools
- Create, track, and align organizational goals, metrics, and key performance indicators; identify and mitigate execution risk
- Plan, design, and orchestrate workforce management initiatives and footprint strategy that optimize for budget constraints, operational efficiency, and talent capabilities
- Own end-to-end planning and execution of commercial, technical, & support workstreams, including stakeholder and project management
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What This Job Offers
Job Type
Full-time
Career Level
Director
Number of Employees
5,001-10,000 employees
