Director, Services Operations & Planning
About The Position
Rithum™ is the world’s most trusted commerce network, accelerating how brands, suppliers, and retailers work together to deliver seamless e-commerce experiences. We provide an unmatched platform for brands and retailers, enabling them to accelerate growth, optimize operations across channels, scale product offerings and enhance margins. Today, more than 40,000 companies trust Rithum to grow their business across hundreds of channels, representing over $50 billion in annual GMV. Using our commerce, marketing, and delivery solutions, our customers create optimized consumer shopping journeys from beginning to end. Overview As the Director, Client Operations & Planning, you are responsible for driving operational clarity, execution discipline, and strategic alignment across the client organization. This role ensures that strategic priorities translate into measurable operational outcomes through strong governance, performance visibility, and cross-functional accountability. You partner closely with executive leadership, functional VPs, and the CEO Chief of Staff to coordinate enterprise initiatives, strengthen operational planning, and provide executive-level insight into performance and strategic priorities. The Director plays a critical role in ensuring the organization maintains focus on the highest-impact initiatives while enabling leaders to execute with clarity and accountability.
Requirements
- 10+ years of experience in strategy, operations, business operations, consulting, or similar leadership roles within technology, SaaS, or complex enterprise environments.
- Proven experience leading cross-functional initiatives and driving operational execution across multiple functions.
- Strong strategic and analytical skills with the ability to translate complex data and operational insights into actionable plans.
- Demonstrated experience managing complex initiative portfolios or strategic programs across large organizations.
- Strong executive communication skills with experience preparing materials and insights for senior leadership or board-level discussions.
- Ability to influence senior stakeholders and drive accountability across organizational boundaries.
- Exceptional organizational and program management skills with the ability to manage competing priorities and complex initiatives simultaneously.
Nice To Haves
- Bachelor’s degree in a related field preferred.
- Experience in SaaS, commerce technology, or enterprise software environments.
- Experience working in strategy, consulting, or transformation roles supporting executive leadership.
- Experience implementing operational improvements, automation initiatives, or AI-enabled operational programs.
Responsibilities
- Own the executive client operations performance package and narrative used for executive leadership team (ELT), board, and investor reporting.
- Develop and maintain clear visibility into operational performance, priorities, risks, and outcomes across the client organization.
- Partner with executive leadership to translate strategic priorities into operational plans and measurable outcomes.
- Ensure alignment of operational initiatives with enterprise strategy and business unit goals.
- Run the enterprise client initiative portfolio, including intake, prioritization, sequencing, and execution discipline.
- Establish governance processes that ensure initiatives are aligned with strategic priorities and appropriately resourced.
- Monitor initiative progress, identify risks, and ensure clear escalation paths to leadership when execution risks arise.
- Maintain transparency across leadership teams regarding priorities, dependencies, and progress.
- Drive cross-functional accountability across initiatives by working closely with functional leaders to track commitments, timelines, and outcomes.
- Challenge assumptions, timelines, and risks constructively to ensure initiatives remain on track and deliver intended results.
- Facilitate alignment across Sales, Client Operations, Product, Marketing, Finance, and other functional partners to resolve operational dependencies.
- Govern the operational enablement standards library, including playbooks, templates, operating cadences, and best practices.
- Ensure teams have access to standardized operational frameworks that support scalable execution and consistency across the organization.
- Continuously refine operating models, processes, and internal frameworks to improve efficiency and execution quality.
- Own identification and evaluation of AI-enabled operational opportunities across the client organization.
- Develop business cases for automation and AI adoption that improve productivity, efficiency, and operational performance.
- Track adoption, outcomes, and benefits through a structured AI benefits register and operational improvement roadmap.
- Lead the principal expert bench, ensuring expertise is deployed transparently against the organization’s highest-priority opportunities and initiatives.
- Coordinate subject matter expertise to support complex operational initiatives, strategic projects, and high-impact transformation efforts.
- Own operational strategies for Retail Media, Digital Marketing, and Service Partnerships in partnership with functional leaders.
- Ensure operational plans support strategic growth priorities while maintaining execution discipline and resource alignment.
- Build strategic content and performance narratives for Town Halls, Operations Council meetings, executive reviews, and board sessions.
- Partner closely with the CEO Chief of Staff to coordinate executive-level messaging, updates, and leadership alignment.
- Maintain regular engagement with the CEO Chief of Staff to ensure business unit responsiveness to ELT priorities, requests, and strategic initiatives.
Benefits
- Medical, dental and vision benefits: Affordable health care plans and company HSA contributions, starting on Day 1
- A 6% 401(k) match
- Competitive time off package with 20 days of Paid Time Off, 9 Company-Paid holidays, 2 paid floating holidays, 7 paid sick days, 2 Wellness days, and 1 Paid Volunteer Day; at 3 years of service PTO increases to 22 days, and at 5 years it increases to 25 days
- 12 weeks primary caregiver leave & 4 weeks secondary caregiver leave
- Accident, critical illness, and hospital indemnity insurance
- Pet insurance
- Legal assistance and identity theft insurance plans
- Life insurance 2x salary
- Access to the Calm app and the Employee Assistance Program
- $65/month Remote work stipend for internet
- Culture and team-building activities
- Tuition assistance
- Career development opportunities
- Charitable contribution match up to $250 per year
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What This Job Offers
Job Type
Full-time
Career Level
Director
