Director of Operations & Vendor Compliance

About the role

CharterUP is seeking a data-driven, execution-focused operations leader to serve as our Director of Operations and Vendor Compliance. This critical role will act as an extension of the VP of Service Operations, balancing strategy with hands-on execution.

Responsibilities

• Data & Analytics Leadership
• Own the compilation, analysis, and visualization of operational data building Tableau dashboards and reporting frameworks to identify opportunities, monitor KPIs, and support executive decision making.
• Deliver actionable insights to executive leadership, ensuring data informs daily execution and long-term strategy.
• Advanced ability to manipulate, clean, and interpret large datasets; experience with BI tools (Tableau, Looker, Power BI) and proficiency in SQL or other query languages strongly preferred. Must be able to build dashboards and explain analytical reasoning in detail.
• Operational Execution & VP Enablement
• Drive cross-functional priorities with discipline, ensuring initiatives are executed with rigor and leadership bandwidth is preserved.
• Team Leadership & Manager Accountability
• Lead a distributed team of managers and supply specialists, ensuring leaders under you are aligned, supported, and held accountable.
• Set clear expectations, track performance, and consistently drive improvement against KPIs for productivity, efficiency, and SLA attainment.
• Performance & Process Improvement
• Identify and execute strategies to improve operational efficiency and margin attainment, including new tools, automation, and process redesign.
• Drive initiatives focused on reducing service failures and improving provider capacity through rigorous data analysis and continuous improvement.
• Margin Growth & Pricing Integrity
• Build region-specific margin strategies through cross-functional collaboration with Service Operations and Data Science.
• Strengthen pricing integrity controls to ensure vendor pricing aligns with market standards and supports wholesale margins.
• Compliance Oversight
• Provide senior leadership to the compliance function, ensuring vendor adherence to company policies, contractual obligations, and operational standards.
• Oversee programs to strengthen delivery reliability and risk management.

Requirements

• 8+ years of experience leading operations in high-volume service delivery, dispatching or contact center environments ideally within transportation, mobility, or other complex service industries where compliance, customer satisfaction, and vendor management are critical. The ideal candidate will have worked in vendor management in a 2-sided marketplace.
• Proven success managing frontline leaders and large teams in high-volume, high-stakes environments.
• Advanced ability to compile, analyze, and visualize data using Tableau, Excel, and Google Sheets—capable of building dashboards and reporting independently without reliance on a dedicated analyst.
• Strong track record of driving manager performance and holding teams accountable to KPIs.
• Ability to balance strategic vision with tactical execution, rolling up sleeves when needed to solve problems, build processes, and drive results.
• Vendor-facing communication and escalation management skills with executive presence.
• Highly organized, data-driven, and comfortable making decisions under pressure while managing both short-term problem-solving and long-term process improvements.

Qualifications

• Experience in vendor management in a 2-sided marketplace.
• Proven success managing frontline leaders and large teams in high-volume, high-stakes environments.
• Advanced ability to compile, analyze, and visualize data using Tableau, Excel, and Google Sheets—capable of building dashboards and reporting independently without reliance on a dedicated analyst.
• Strong track record of driving manager performance and holding teams accountable to KPIs.
• Ability to balance strategic vision with tactical execution, rolling up sleeves when needed to solve problems, build processes, and drive results.
• Vendor-facing communication and escalation management skills with executive presence.
• Highly organized, data-driven, and comfortable making decisions under pressure while managing both short-term problem-solving and long-term process improvements.

Skills

• Data Analysis
• Tableau
• SQL
• Vendor Management
• Leadership
• Communication
• Process Improvement
• Compliance

Benefits

Global Benefits & Perks at CharterUP include:

• Flexible Work Model
• Comprehensive Health & Wellness
• Time Off to Recharge
• Financial Peace of Mind
• Performance-Driven Culture
• Referral Rewards
• Planning for the Future
• Top-Tier Tech

Pay

$125,000 - $150,000 USD

Schedule

Remote