Director, Operations Excellence

Duties & Responsibilities

Quality Oversight & Issue Management 

• Own the centralized view of operational quality issues across the quote-to-cash process, ensuring issues are tracked, routed to the right owners, and driven to resolution with clear accountability and timelines. 

• Lead rapid triage and cross-functional coordination on the most critical and time-sensitive issues, serving as the primary escalation point for operational quality failures that span multiple teams. 

• Identify systemic patterns across the issue queue, distinguishing one-time exceptions from structural process gaps, and facilitating root cause analysis with relevant data-producing teams. 

• Track corrective actions from identification through closure, maintaining accountability across teams and escalating to senior leadership when resolution is at risk. 

Process Standards & Continuous Improvement 

• Partner with cross-functional teams to define, document, and maintain standard operating procedures for key workflows in the quote-to-cash process, ensuring process context is captured, accessible, and continuously improved. 

• Identify automation and process improvement opportunities that reduce manual effort, strengthen upstream data quality, and reduce recurring issue volume over time. 

• Build and maintain a centralized knowledge base that captures institutional process knowledge and serves as a shared reference for the broader organization. 

• Champion adoption of new ways of working across the organization, inspiring commitment and driving alignment behind quality and continuous improvement objectives. 

Reporting & Executive Communication 

• Maintain a regular cadence of reporting to senior leadership on open issues, trends, SLA performance, and corrective action progress — synthesizing complex operational data into clear, executive-ready insights. 

• Develop and own the operational quality scorecard, establishing baselines and tracking measurable improvement over time. 

• Serve as a trusted advisor and cross-functional partner to Operations, Client Applications, Enterprise Technology, and Foundry leadership on issues that affect data quality and client outcomes. 

• Provide governance and oversight for operational quality initiatives, ensuring milestones and deliverables generate measurable business impact. 

Function Building 

• Establish the Operations Excellence function, including its operating model, governance cadence, escalation paths, and engagement model with cross-functional partners. 

• Help build organizational quality capabilities by embedding best practices and fostering a culture of operational excellence across the teams that produce and consume our operational data.

First 90 Days

The near-term priority for this role is establishing the foundation of the Operations Excellence function and demonstrating early impact. Expected deliverables within the first 90 days include: 

• Conduct a structured assessment of current-state operational quality gaps across the quote-to-cash process, producing a prioritized issue registry with root cause analysis and recommended corrective actions. 

• Establish a repeatable operating rhythm: cross-functional accountability meetings, issue tracking cadence, and executive reporting format. 

• Define the escalation framework — including clear criteria for when issues are escalated, to whom, and what decisions are required at each level. 

• Publish a baseline operational quality scorecard covering SLA performance, issue volume and aging, and top systemic themes. 

• Define business requirements for central ticketing solution. Update operational workflows to reflect implemented solution and desired escalation paths. 

Education & Experience

• Bachelor’s degree in Business Administration, Operations Management, or related field. 

• 10+ years of experience in operations, process improvement, quality management, or a related cross-functional leadership role within a complex organization. 

• Demonstrated track record of driving accountability and measurable improvement across organizational boundaries through influence, data, and executive partnership. 

• Experience building or leading a quality management function in a scaling technology or services organization is strongly preferred. 

• Experience with B2B client platforms, order management ecosystems, or IT distribution/services operations is a plus. 

• Certification in project management, change management, Lean, or Six Sigma is a plus. 

Knowledge, Skills & Abilities

• Natural systems thinker with the ability to identify patterns behind recurring problems and translate them into clear, actionable improvement plans. 

• Strong facilitation and follow-through — comfortable leading structured problem-solving conversations with senior and executive stakeholders across functions. 

• Proven ability to build governance structures and drive adoption of documented processes and standards in environments where authority is shared. 

• Solid project management capabilities to prioritize, coordinate, and advance multiple improvement efforts simultaneously. 

• Clear, direct communicator who can translate operational complexity into concise executive updates, dashboards, and reports. 

• Collaborative mindset with an ability to build trust and drive alignment across teams with competing priorities. 

• Deep curiosity about how end-to-end operational ecosystems connect — from CRM and client platforms to order management, logistics, and financial systems. 

• Enthusiastic advocate for continuous improvement, with an unwavering commitment to operational excellence and data integrity. 

• Familiarity with Salesforce, Jira, ServiceNow, or similar operational tooling preferred.