Operations Director

Job Description

We are looking for an Operations Director to lead operational delivery across multiple business lines and manage the Customer Technical Support team. This role translates business plans into reliable, scalable operations—from customer and partner onboarding through service delivery and ongoing support. Working closely with business leaders, the Operations Director will establish clear ownership, improve processes, and ensure operational performance supports business growth and customer satisfaction.

Duties

Operations Across Business Lines:

• Own end-to-end operational delivery across multiple business lines.
• Translate business objectives into operational plans, workflows, resource requirements, and measurable targets.
• Ensure effective handovers between commercial, operational, financial, and technical teams, with clear accountability and follow-through.
• Oversee customer and partner onboarding, service activation, fulfillment, and ongoing operational support. Identify operational bottlenecks and resolve issues affecting service quality, delivery timelines, or business performance.
• Define operational requirements for new products, partnerships, and business launches, ensuring readiness before rollout.

Customer Technical Support:

• Lead the Customer Technical Support team, ensuring timely and effective resolution of customer issues.
• Establish service standards, response and resolution targets, escalation procedures, and quality controls.
• Coordinate with Product and Technology teams to resolve complex issues and recurring incidents.
• Turn support insights into improvements in products, processes, and the customer experience.
• Develop support documentation, knowledge resources, and team training.

Performance and Process Improvement:

• Define and monitor operational KPIs, including turnaround time, service quality, productivity, cost efficiency, and customer satisfaction.
• Build reporting routines that give leadership clear visibility into performance, risks, and improvement priorities.
• Standardize and document processes while accommodating the requirements of each business line.
• Drive automation and continuous improvement to reduce manual work, errors, and operating costs.
• Anticipate operational risks and establish contingency plans for service disruptions.

Team Leadership:

• Structure and develop the Operations and Customer Technical Support teams in line with business priorities.
• Set clear responsibilities, performance expectations, and development plans.
• Plan team capacity and allocate resources across competing priorities.
• Build a culture of accountability, collaboration, customer focus, and practical problem-solving.

Requirements

• Proven experience leading operations in a technology-enabled business, preferably across multiple products or business lines.
• Experience managing customer support or technical support teams.
• Strong ability to design processes, establish performance metrics, and improve operational efficiency.
• Demonstrated success managing complex projects and coordinating delivery across multiple teams.
• Strong analytical skills, with the ability to turn data into clear decisions and actions.
• Commercial awareness and an understanding of how operational decisions affect revenue, costs, and customer retention.
• Strong people management, stakeholder management, and communication skills.
• A hands-on approach, sound judgment, and the ability to prioritize in a fast-paced environment.

Preferred Competencies

• Experience in a fast-growing, technology-driven organization.
• Experience supporting new business launches and scaling operations with limited resources.
• Familiarity with CRM platforms, ticketing systems, operational dashboards, and workflow automation tools.