Director, Operations Excellence

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director, Operations Excellence based in the United States.** This strategic leadership opportunity is ideal for an experienced operations professional passionate about driving large-scale transformation and building high-performing operational frameworks. The role sits at the center of cross-functional collaboration, focusing on operational quality, process optimization, governance, and continuous improvement initiatives that directly impact client experience and business scalability. As a foundational leadership position with strong executive visibility, you will have the opportunity to establish new standards, implement accountability structures, and shape the future of operational excellence across a complex and rapidly evolving environment. The position offers significant influence, executive partnership, and the ability to deliver measurable business outcomes through data-driven decision-making and process innovation. ### Accountabilities: - Build and lead the Operations Excellence function, establishing governance models, operating rhythms, escalation frameworks, and cross-functional engagement strategies. - Oversee operational quality management across end-to-end business processes, ensuring issues are identified, tracked, prioritized, and resolved with clear accountability. - Lead cross-functional triage efforts for critical operational challenges, coordinating stakeholders and driving timely corrective actions. - Conduct root cause analysis to identify systemic process gaps and implement sustainable solutions that improve operational performance and data quality. - Develop, document, and maintain standard operating procedures and process frameworks that support organizational consistency and scalability. - Identify and implement automation opportunities and process enhancements that reduce manual effort and improve efficiency. - Establish and maintain centralized knowledge management practices to preserve institutional knowledge and promote organizational alignment. - Design and manage operational quality scorecards, dashboards, and executive reporting frameworks to provide visibility into trends, risks, and performance metrics. - Serve as a trusted advisor to senior leadership by translating complex operational data into actionable insights and strategic recommendations. - Foster a culture of continuous improvement, operational rigor, and accountability across multiple teams and functions. ## Requirements - Bachelor's degree in Business Administration, Operations Management, or a related field. - Minimum of 10 years of experience in operations leadership, process improvement, quality management, or related cross-functional roles within complex organizations. - Proven track record of driving measurable operational improvements and influencing stakeholders across organizational boundaries. - Experience establishing or leading operational excellence, quality management, or transformation functions within scaling technology or services organizations is strongly preferred. - Strong understanding of end-to-end operational ecosystems, including CRM platforms, order management processes, financial systems, and client-facing technologies. - Demonstrated expertise in governance design, process standardization, accountability frameworks, and change management initiatives. - Excellent analytical and problem-solving capabilities, with the ability to identify patterns, diagnose root causes, and implement scalable solutions. - Exceptional communication and executive presentation skills, with the ability to simplify complex operational concepts into clear business insights. - Strong project management and organizational skills, capable of managing multiple strategic initiatives simultaneously. - Collaborative leadership style with the ability to build trust, influence stakeholders, and drive alignment…