Director, Business Operations

AARP • Washington, DC

1d • $135,000 - $150,000 • Hybrid

About The Position

AARP is a nonprofit, nonpartisan organization dedicated to empowering people 50 and older. Business Operations manages shared support services and enterprise-wide functions, including records information management, business continuity planning, workplace safety and security, travel, food service, the staff health clinic and fitness center, parking, facilities and real estate management, media operations, and print and mail services.

The Director, Business Operations oversees operations in alignment with business unit or department strategy, plans, goals, and objectives. The role leads projects and process improvements, develops plans for successful execution, and manages project resource allocation. Working with internal partners such as Finance, Human Resources, Information Technology, and Facilities, the Director addresses operational needs and collaborates with senior management to identify opportunities and implement strategic and tactical plans. The position also leads a team of business operations professionals and advances digital and operational transformation initiatives.

This position is based in a hybrid work environment. AARP observes Mondays and Fridays as remote workdays, except for essential functions. Remote work may only be performed within the United States and its territories.

Requirements

• Bachelor’s degree in Business Administration, Operations Management, Hospitality Management, Facilities Management, or a related field.
• At least 8 years of progressive experience in corporate operations, workplace services, facilities management, or business services, including leadership responsibility for strategy, service delivery, and program management.
• Experience managing multiple operational programs simultaneously, such as corporate travel, food services, managed print services, parking, or other workplace-related programs, and balancing competing priorities while maintaining service and stakeholder satisfaction.
• Strong leadership and team development skills, including coaching staff, managing vendor partners, and fostering a customer-focused service culture.
• Experience directing outsourced service providers and managing vendor relationships across multiple service lines, including contract administration, statement of work management, and performance oversight.
• Demonstrated success identifying and implementing operational improvements, process enhancements, and service delivery efficiencies that improve customer experience and business outcomes.
• Experience collaborating with Finance, Procurement, Information Technology, Facilities, and other business partners to advance program objectives and operational priorities.
• Experience developing and implementing procedures, service standards, performance metrics, and reporting processes to measure effectiveness and drive accountability.
• Experience managing program budgets, forecasting expenditures, and monitoring vendor performance against financial and operational objectives.
• Strong communication and stakeholder management skills, with the ability to build effective working relationships across all levels of the organization.
• Regular and reliable job attendance.
• Effective verbal and written communication skills.
• Respect and understanding of others to maintain professional relationships.
• Independent judgment in evaluating options and making sound decisions.
• AARP will not sponsor an employment visa for this position.

Nice To Haves

• Master’s degree in Business Administration (MBA) or a related field.
• Experience leading workplace experience, employee services, or corporate amenities programs in a corporate, nonprofit, or professional services environment.
• Experience implementing technology-enabled solutions, automation tools, or digital platforms to improve operational efficiency, service delivery, and user experience.
• Experience establishing and analyzing key performance indicators (KPIs), service level agreements (SLAs), and customer satisfaction metrics to inform program strategy and continuous improvement initiatives.

Responsibilities

• Collaborate with cross-functional teams on strategic and tactical business unit objectives, identify process and program efficiencies, resolve challenges, identify trends and systemic issues, and support strong communication in a matrixed environment.
• Provide data analysis and reporting to senior management and represent the business unit on internal working groups.
• Develop, advise, support, coordinate, and collaborate on special and high-level strategic projects across the department and organization.
• Organize and integrate initiatives, solutions, and actions for management; raise issues and address operational challenges.
• Oversee implementation of projects and provide administrative-level oversight for division-wide or enterprise-wide projects, programs, and initiatives as needed.
• Partner with vice presidents and executive leadership to identify, define, and plan operational opportunities.
• Liaise with suppliers to ensure annual compliance and maintain good business standing.
• Assist in developing backup and recovery plans for critical business systems and functions.
• Direct sourcing and management of vendors and their activities related to program design, implementation, and enhancements.
• Develop long-term goals and strategic and tactical plans; monitor the organization’s position within the industry; and align division plans with organizational goals and other internally facing units.
• Communicate performance results to senior management and recommend strategies based on reviews.
• Manage the development of the business operations team by setting performance expectations, prioritizing work, and aligning team capabilities with current and future business needs.
• Advance digital and operational transformation by partnering with technology and functional leaders to modernize processes, improve data quality, and enable scalable, efficient operations.

Benefits

• 401(k)
• 100% company-funded pension plan
• Health, dental, and vision plans
• Life insurance
• Paid time off, including company and individual holidays, vacation, sick, caregiving, and parental leave
• Performance-based and peer-based recognition
• Tuition reimbursement

What This Job Offers

• Job Type: Full-time
• Career Level: Senior