Director of Operational Readiness

About the OpportunityThe organization helps the world's best brands grow the lifetime value of their customers. The company started with co-branded credit cards and rebuilt them to be smarter, more rewarding, and brand-first. The organization partners with companies to launch modern credit programs that deepen loyalty, unlock savings, and drive growth. But the card is just the beginning. The organization combines advanced payments infrastructure, intelligent underwriting, and deep customer data to create delightful and personalized experiences for members as well as efficient and profitable relationships for its brand partners. The organization's robust technology and world-class operations allow it and its brand partners to offer powerful financial products without becoming a bank. In the U.S., co-branded cards alone account for over $300 billion in annual spend, and most still run on decades-old legacy bank systems. This organization is the modern alternative: flexible, embeddable, and built for how people actually pay today. Backed by leading venture capital firms, the organization is building a world-class team to redefine how people pay and how brands grow. If you want to move fast, solve hard problems, and own real outcomes, the organization wants to meet you. Role SummaryAs Director of Operational Readiness, this role will own change management and implementation within Customer Operations. This is a director-level role with full accountability for building and running the systems, processes, and team needed to translate incoming change — from large partner launches to small policy updates — into well-executed, associate-ready implementation. This role will be the connective tissue between product, operations, and frontline teams: ensuring that every change lands completely, that agents are prepared, and that nothing falls through the cracks. This role requires building from the ground up with a small team, which means creativity, automation fluency, and a deep bias for ownership are essential. This role blends systems thinking with cross-functional influence and hands-on execution in a fast-moving environment. What Success Looks Like in the First 90 DaysBuilt a structured change intake process that captures all incoming changes — large partner launches, product updates, SOPs, policy changes — and routes them appropriatelyEstablished implementation mechanisms: sizing changes, scoping training needs, creating agent and member communications, and maintaining a clear system of record with a full roadmap of incoming changeIdentified and closed the most critical existing gaps in change implementation, using data to surface where changes have historically not reached the associate levelLeveraged automation and AI-driven flows to scale change management operationsBuilt strong cross-functional relationships and earned trust as the person who owns change implementation end-to-end ResponsibilitiesOwn the full change management lifecycle — from intake to implementation — across Customer OperationsDesign and maintain a system of record that tracks all incoming changes with clear ownership, timelines, and statusBuild and run mechanisms to size changes, scope training needs, and produce associate-facing communications, documentation, and training materialsPartner cross-functionally with Product, Engineering, Operations, and Partner teams to ensure changes are implemented completely and on timeLeverage automation and AI-assisted workflows to scale operations with a lean teamIdentify themes and gaps in historical change implementation using data, and drive continuous improvementLead and develop one direct report, with accountability for team output and prioritizationRepresent operational readiness in large launch planning (e.g., new partner launches, new support channels) QualificationsRequiredDemonstrated track record of building and running change management, operational readiness, or implementation functions — ideally in a high-growth or fast-paced environmentExperience with project and ticketing systems (JIRA, Linear, Asana, or equivalent); direct tool expertise matters less than proven ability to build and maintain systems of recordAnalytical capability to identify themes and gaps across historical changes and use data to prioritize interventionStrong cross-functional communication and stakeholder management skills — able to gain buy-in and drive action across teams without formal authorityProven ability to operate autonomously, navigate ambiguity, and make decisions without waiting for approvalsDemonstrated experience managing operational change through outsourced or BPO operating modelsExperience using automation and/or AI-assisted workflows to scale manual processes Nice to HaveContact center, outsourcing, or customer operations experienceExperience in fintech, payments, or regulated environmentsFamiliarity with tools such as Linear, JIRA, or similar systems used in operational environmentsExperience scaling a function or team from early-stage to structured operationsTrack record of building cross-functional processes in environments undergoing rapid growth or launch activity Perks & BenefitsCompetitive compensation and equity packagesLeading configured work computers of your choiceFlexible paid time offFully covered, high-quality healthcare, including fully covered dependent coverageAdditional health coverage includes access to One Medical and the option to enroll in an FSA20 weeks of paid parental leave for the primary caregiver and 8 weeks for all new parentsAccess to industry-leading technology across all of its business units, stemming from the philosophy that the organization should invest in resources for its team that foster innovation, optimization, and productivity The hiring organization is committed to a diverse and inclusive workplace. The organization is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. The organization welcomes talented individuals from all backgrounds who want to build the future of payments and rewards. If you are passionate about FinTech and eager to grow, let’s move the world forward, together.