Director, Operations Strategy & Performance; CRM Transformation
Listed on 2026-10-18
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Business
Change Management, CRM Systems & Management, AI Business & Operations, Operations Management
Director, Operations Strategy & Performance (Dynamics 365 CRM implementation/ CRM Transformation Strategist)
Location:
Atlanta, Georgia (Hybrid; this location preferred)
Duration: 18-Month Contract
Industry: Insurance / Financial Services
Position OverviewWe are seeking an experienced Director of Operations Strategy & Performance to lead business-side CRM transformation initiatives and drive cross-functional operational alignment across Sales, Service, Billing, and Operations Support.
Reporting to the SVP of Operations Delivery, this highly visible role will provide strategic oversight, coordinate transformation priorities, improve operational performance, and ensure successful CRM implementation, adoption, and benefits realization.
Key Responsibilities:
- Lead the business workstream for a major CRM transformation, serving as the primary liaison between Operations, Technology, and program leadership.
- Consolidate business requirements, align stakeholders, and drive decisions across Sales, Service, Billing, and Operations Support.
- Define CRM operating-model requirements, workflows, customer journeys, and business processes.
- Coordinate implementation readiness, change management, user adoption, and benefits realization.
- Develop integrated operational performance insights, executive dashboards, and strategic recommendations.
- Identify and resolve cross-functional dependencies, risks, and competing priorities.
- Establish governance structures, leadership reporting, and transformation roadmaps.
- Partner with senior executives to support strategic planning, operational improvements, and business transformation.
Required Qualifications:
- Senior-level experience in insurance, financial services, or another highly regulated industry.
- Proven leadership of large-scale CRM, digital transformation, or enterprise technology initiatives.
- Strong background in operations strategy, business transformation, process optimization, and change management.
- Experience with CRM business requirements, operating-model design, implementation readiness, and adoption.
- Ability to influence senior executives and cross-functional stakeholders without direct reporting authority.
- Excellent analytical, communication, governance, and executive presentation skills.
Ideal Candidate: A strategic operations leader with hands‑on CRM transformation experience who can bridge business and technology, influence executive decisions, and drive measurable operational improvements.
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