Director, OneForma Operations

Centific

23d•Remote

About The Position

The Director of Operations, OneForma will drive the day-to-day operational excellence and cross-functional alignment of OneForma’s global platform operations. Reporting directly to the VP of Operations, this role is responsible for managing and developing the operational managers overseeing Community Support, Engagement, Platform Education, and PMO. The ideal candidate combines analytical rigor, strong communication, and people leadership to ensure that these teams deliver measurable impact, operational consistency, and continuous improvement. This role is critical to scaling operational capacity and partnering with executive leadership to execute flagship programs through disciplined management and cross-team coordination.

Requirements

8–10 years of experience in operations, community or program management, with at least 3 years in a leadership role managing other managers.
Proven ability to lead multi-disciplinary, global teams.
Strong analytical capability with experience using dashboards, KPIs, or data visualization tools (e.g., Power BI, Tableau, Looker).
Exceptional communication and collaboration skills across technical and non-technical stakeholders.
Demonstrated ability to manage competing priorities and maintain operational consistency in a fast-paced environment.

Nice To Haves

Experience in digital platforms, crowdsourcing, or community-based ecosystems.
Familiarity with learning platforms, online engagement, or user support operations.
Exposure to PMO or program governance best practices.
Comfort working across time zones and remote-first environments.

Responsibilities

Lead and directly manage the team of operational managers (Support, Engagement, Platform Education, PMO).
Provide strategic direction, performance feedback, and career development support to team leads and their direct reports.
Coordinate priorities across teams to ensure alignment with OneForma’s platform goals and annual operations plan.
Serve as the central point of accountability for cross-departmental execution, removing blockers and ensuring communication flow.
Foster a culture of accountability, clarity, and professional growth across all direct-reporting managers.
Coach managers on communication, delegation, and strategic thinking.
Own operational performance tracking and reporting across assigned teams.
Partner with PMO and Platform to maintain, expand, and track OneForma Operations KPIs, providing weekly and monthly insights.
Partner with Data and Analytics to extract actionable insights from user, project, and support data.
Establish clear metrics and KPIs for each function (Support resolution rates, Engagement metrics, PMO delivery timelines, Education completion, etc.).
Serve as the operational connector between internal stakeholders within OneForma Operations.
Ensure smooth coordination of initiatives and timely communication.
Collaborate between PMO, Engagement, Support + Product, Engineering to push those priorities forward.
Maintain visibility into platform governance updates (owned by Engineering), ensuring full visibility in coordination with PMO and Product Success teams.
Identify process inefficiencies and lead continuous improvement initiatives across operations.
Implement systems and tools that improve information flow, reporting consistency, and team coordination.
Support the VP of Operations in executing new strategic programs (e.g., loyalty initiatives, fraud prevention collaboration, or major platform releases).