Senior Director of Operations

Reunitus • Scottsboro, AL

3d • Onsite

About The Position

We are seeking a Senior Director of Operations to lead and scale the Reunitus Solutions Division. This role currently oversees a ~20–25 person managed services organization across Bag Solutions and Lost to Found Solutions, with projected growth tied to expanding airline partnerships and potential new service offerings.

This is a hands-on senior leadership role responsible for operational performance, financial accountability, partner satisfaction, and organizational scaling.

You will oversee live operations while strengthening systems, leadership structure, and operational discipline to support measured growth, including potential expansion into higher-volume service models such as airline call center operations and expanded baggage services.

You will also partner closely with Product and Technology to improve service delivery through process optimization, automation, and emerging technologies (particularly AI). The role serves as a senior executive point of contact for airline partners and contributes to enterprise sales cycles as a subject-matter expert in operational design and service delivery.

Requirements

• Bachelor’s degree in Business, Operations Management, Supply Chain, Engineering, or a related field required.
• 12+ years of progressive experience leading complex operations, managed services, outsourcing, or logistics-heavy organizations.
• At least 5+ years leading senior managers or general managers in multi-site or multi-program environments.
• Proven track record of scaling operations while maintaining service quality and margin discipline.
• Experience standing up new operations, facilities, or large-scale service programs from scratch.
• Demonstrated ownership or strong influence over P&L performance, budgeting, and cost management.
• Experience working directly with enterprise customers, including executive-level stakeholder management.

Nice To Haves

• Background in airlines, travel, logistics, hospitality, call center operations, or high-volume service environments strongly preferred.

Responsibilities

• Own end-to-end operational performance across all Solutions programs, including service quality, SLA adherence, and scalability.
• Establish and refine operational playbooks, KPIs, staffing models, and governance rhythms.
• Ensure readiness for new customer launches, expansions, and seasonal shifts.
• Drive continuous improvement initiatives focused on efficiency and service consistency.
• Own the operational budget for the Solutions Division, including cost management and margin discipline.
• Develop workforce plans and cost structures aligned with contractual obligations and growth targets.
• Partner with Finance and Business Development to ensure new deals are operationally feasible and financially sound.
• Design scalable, differentiated managed service solutions.
• Translate customer needs into new operational models and offerings.
• Lead pilots and new operational builds.
• Build, coach, and scale high-performing operations leadership teams.
• Establish accountability, performance management, and development paths.
• Ensure hiring and training scale with growth.
• Serve as the senior executive point of contact for Solutions partners.
• Own monthly and quarterly business reviews.
• Manage escalations, renewals, and expansions.
• Act as a subject-matter expert in sales cycles.
• Support pricing, scoping, and operationalization of new deals.

What This Job Offers

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