Sr Director Operations

Sr Director Operations

The Senior Director of Operations provides strategic leadership and oversight of field operations across assigned client programs. This role is accountable for operational performance, workforce planning, execution quality, and service delivery while ensuring alignment with client expectations, program objectives, and overall business goals.

In collaboration with the Vice President of Program Partnerships, client leadership, corporate departments, and field leaders, the Senior Director of Operations promotes consistent execution, productivity, financial accountability, and continuous improvement. This role develops operational strategies, builds leadership capabilities, and fosters a people-centered culture rooted in servant leadership, collaboration, accountability, and employee growth.

Essential Functions:

• Provide strategic leadership and oversight of field operations across assigned programs and markets, translating client objectives and business priorities into operational plans, execution standards, and measurable service outcomes.

• Partner with client stakeholders, the Vice President of Program Partnerships, the Director of Brand Partnership, field leaders, and corporate departments to align priorities, coordinate execution, resolve escalations, and maintain service quality.

• Establish and maintain consistent operating procedures, performance expectations, communication practices, and accountability measures across assigned markets, ensuring compliance with client requirements and established service levels.

• Oversee workforce planning, staffing readiness, labor utilization, resource allocation, and productivity initiatives to balance service requirements, workforce capacity, and financial objectives.

• Monitor operational performance against key performance indicators, service-level expectations, quality standards, and productivity targets; analyze results, identify trends and risks, and implement corrective action plans.

• Lead continuous improvement initiatives that strengthen operating efficiency, execution consistency, service quality, cost control, and scalability across distributed field operations.

• Support financial and resource management through budget monitoring, labor-cost oversight, resource utilization, and operational expense controls; identify opportunities to improve productivity and business results.

• Lead, coach, and develop operational leaders and field teams by setting clear expectations, evaluating performance, strengthening leadership capabilities, and supporting employee engagement and succession planning.

• Lead the implementation of new processes, technologies, and operational initiatives, including change management and business continuity planning, to address operational risks and maintain service stability.

• Provide timely, actionable reporting to executive leadership on operational results, workforce and financial trends, client concerns, risks, corrective actions, and improvement opportunities; ensure compliance with company policies, contractual obligations, client requirements, and applicable laws and regulations.

Qualifications

• 8+ years of progressive experience in retail operations, field management, workforce leadership, program execution, or a related field, including demonstrated leadership of multi-market or geographically distributed operations.

• Bachelor’s degree preferred; equivalent relevant professional experience may be considered in lieu of a degree.

• Demonstrated success leading managers and field teams, managing workforce planning and labor costs, and improving operational performance across multiple markets.

• Experience monitoring key performance indicators, managing operational budgets and resources, resolving escalated issues, and…