Senior Director, Central Operations

As the Senior Director of Central Operations, you will lead the transformation of our Operations organization at one of the most exciting moments in the function's history. You will build the operational backbone that sets the standards, systems, and capabilities for how the organization works, and you will lead the AI and automation agenda that will fundamentally reshape how operations gets done. This is a rare opportunity to stand up a centralized function from the ground up, shape its vision, and drive change that will be felt across every team in Operations. You will own a portfolio of centralized functions including operational excellence, data and KPIs, third-party systems, AI and automation transformation, and learning and development. You will elevate Central Operations as the strategic engine that raises the performance bar across the entire organization and positions Operations as a competitive advantage for the business.

Responsibilities

Lead the Operations transformation agenda at a pivotal moment, with a particular focus on identifying, prioritizing, and deploying AI and automation solutions that fundamentally reshape how the organization operates; Reimagine long-standing workflows and unlock step-change improvements in efficiency, quality, and speed; Serve as the primary Operations liaison for company-wide automation and AI initiatives, partnering with Technology, Customer Success, Revenue, and Finance to identify shared opportunities, align on priorities, and ensure that what gets built reflects operational realities and scales across functions; Build a change management muscle within the org to ensure transformation sticks, focusing on how teams embrace and adopt change, not only what gets shipped; Build, develop, and retain a lean, high-performing team, setting a high bar for excellence and creating an environment where people take ownership and do their best work; Set a clear strategic vision, aligning the team around shared goals and fostering a culture of accountability and continuous improvement; Define and maintain the standards framework for the Operations org, including SOPs, controls, and quality benchmarks, ensuring consistency and accountability across all ops teams; Drive continuous process improvement, identifying and closing gaps between how work is designed and how it gets done in practice; Build and manage a governance cadence that keeps standards current as the business evolves; Own the KPI framework for Operations, including metric definitions, ownership, and target-setting in partnership with ops leadership; Ensure the org has timely, reliable, and actionable reporting, overseeing dashboards and data quality across operational functions; Serve as the authoritative source for how Operations measures success; Own the Operations tool stack, including configuration, governance, vendor relationships, and license management across third-party platforms; Ensure tooling reflects and reinforces the processes the team standardizes, and that changes in process are reflected in how tools are configured; Evaluate and introduce new tools in partnership with IT and Engineering as the org's needs evolve; Own L&D for the Operations organization, including onboarding, skills development, manager training, and the capability programs needed to support transformation initiatives; Ensure that as tools and processes evolve, the team's skills evolve with them, preparing the org for a future where AI and automation are embedded in how work gets done; Build scalable L&D infrastructure rather than one-off programs

Requirements

10+ years of experience in operations, business operations, product, or a related function, with at least 3-5 years leading teams; Demonstrated success building operational infrastructure (SOPs, KPIs, controls frameworks) in a fast-growing or scaling organization; Proven track record leading transformation or automation initiatives, including hands-on experience evaluating, deploying, or governing AI or process automation tools in an operational context; Strong analytical skills with the ability to define metrics, oversee data quality, and turn reporting into actionable insights; Hands-on experience owning and governing operational tools and third-party platforms; Experience building or overseeing L&D programs, particularly in an operations context; Exceptional influencing and communication skills, with a proven ability to drive change across teams outside of direct ownership and influence at the executive level

Nice to have

Experience operating in a compliance-adjacent, regulated, or high-stakes service environment where quality and accuracy have direct customer or legal impact is a plus; Familiarity with process improvement methodologies (Lean, Six Sigma, or equivalent) is a plus

Benefits

great benefits; wellness program offerings; company retreats; ability to interact with and learn from leaders in the startup community