Director, Operations Strategy (Remote)

About the role

Reporting to the Chief Operations Officer, you own the strategic initiatives, the operating rhythm, and the connective tissue that makes the Operations org run. When something needs to be created from scratch, you create it. When AI can change the way we operate, you make the case and make it happen. When the org needs to move faster or work differently, you figure out how. You are a strategic partner to the COO and the ops leadership, shaping where the team goes and how we operate.

Responsibilities

• Drive high priority strategic initiatives for ops, taking programs and projects from ambiguity to execution and measurable impact. Today, among other things, your team is launching a new operations tech stack and large cross-functional initiatives that move company-level KRs. You’d also be accountable for weather playbooks, complex partner launches, and ensuring high-value customer launches are seamless.
• Build the feedback engine that turns 200,000+ monthly inbound customer and partner contacts into structured signals. Create the system for how ops captures, categorizes, and prioritizes what we're hearing. Ensure that what we learn drives change across ops and into product.
• Own the biz ops rhythms for the Operations org, designing and running the meetings and reviews that keep leadership aligned: staff meetings, business reviews, planning cycles, and goal-setting. Set the prep expectations, hold the calendar, and make sure decisions turn into outcomes.
• Own process improvement and redesign across the ops org, mapping how work actually flows today, identifying where we're wasting time or duplicating effort, and partnering with team leaders to redesign and implement better ways of working. If a process isn't documented, it isn't a process.
• Lead how we roll out change and communicate internally for operational initiatives, ensuring that new processes, tools, and ways of working are adopted, not just announced. Own documentation standards: one place to find things, kept current, accessible to everyone.
• Build new operational capabilities from scratch, standing up functions that don't exist yet, writing the playbook, proving the model, and handing off to the permanent owner once it's working.
• Serve as the AI thought leader for the Operations org, partnering with functional areas to drive where AI and automation can transform how we work, how we interact with customers and partners, and how we make decisions. Evaluate emerging tools, build the business case, and partner with ops leaders to drive adoption across our team.

Requirements

• 10+ years of experience in operations strategy, business operations, or consulting, with at least 3 years leading teams or programs at a fast-moving technology company.
• You've built things that didn't exist before: a new function, a new process, a new team. You've figured it out without a playbook and delivered something that lasted.
• You can run multiple complex projects at once and hold people accountable even when they don't report to you. You know how to move work forward across teams that have competing priorities.
• You have a real point of view on AI and automation. You know where these tools create value in operations and where they don't. You stay current, you're skeptical of hype, and you can make the case for what's worth investing in.
• You're comfortable with data. You can use it to define problems, measure results, and challenge assumptions. You don't need to be a data scientist, but you need to be credible working alongside one.
• You get things done through people who don't work for you. You know how to build trust with senior leaders, create shared understanding, and move a room toward a decision.
• You write clearly and present with confidence. You can distill a complex situation into something a busy executive can act on in five minutes.
• You think like a strategist and work like an operator. You're just as comfortable setting direction as you are digging into the details of how something actually works.
• Ability to travel up to 5 days per quarter for Together Weeks, team gatherings, and other events, when applicable.

Pay

The national total target cash compensation range for this position, including base salary and bonus target, is $202,151-$283,320 annually. Final offer amounts are determined by multiple factors, including prior experience, expertise, and region.

Benefits

• Market competitive salary and stock options
• 12 paid holidays and flexible PTO
• 401K with ezCater match
• Health, dental, and FSA benefits
• Long-term disability insurance
• Mental health and family planning resources
• Remote-hybrid work from our Boston office, your home, or a mixture of both
• Employee meal program and other office goodies