Operations Director

Salesforce•Indianapolis, IN

About The Position

The Operations Director is responsible for directing the day-to-day operations of shared services, including functions such as payroll, accounts payable, and IT support). The position oversees process design, implementation, and maintenance of efficient, scalable operational processes. The role builds and maintains strong relationships with internal customers/business units and external suppliers, ensuring service requirements are clearly understood and expectations are proactively managed. The Operations Director ensures adherence to regulations (labor, financial, data) implements controls and governance, and manages operational risks, driving a compliant operating environment.

Requirements

Bachelor’s or Master’s degree in Business Administration, Operations, Finance, or a related field
10+ years experience in operations management, including leading Shared Services, G&A functions, or cross-functional operational teams
Experience designing, implementing, and scaling operational processes in fast-growing dynamic environments
Experience managing vendor/partner relationships and outsourcing arrangements at scale
Strong analytical and data-driven mindset, with the ability to thrive in fast-paced, dynamic, and rapidly changing environments
Exceptional written and verbal communication skills, capable of conveying complex concepts clearly, concisely, and persuasively to diverse audiences

Responsibilities

Direct and oversee day-to-day Shared Services operations across functions such as payroll, accounts payable, and IT support, ensuring service continuity, operational excellence, and adherence to agreed service levels and performance targets
Own the implementation and ongoing optimization of operational processes, ensuring they are efficient, scalable, standardized, and aligned with business needs and growth plans.
Build and sustain strong relationships with internal customers and business unit leaders, acting as a trusted partner to understand evolving requirements, align service delivery, and proactively manage expectations and performance outcomes.
Manage and govern relationships with external suppliers and service providers, including contract oversight, service-level management, performance reviews, and escalation of operational issues.
Design and enforce operational governance frameworks that promote accountability, transparency, risk management, and consistent decision-making across teams and functions.
Drive execution of continuous improvement initiatives by leveraging performance metrics, customer feedback, and best practices to improve service quality, efficiency, and cost-effectiveness.
Monitor and report on operational performance and risk using meaningful KPIs and dashboards, providing insights and recommendations to senior leadership.