Senior Director of Strategic Sales Operations and Implementations - Adecco - US

About the role

The Senior Director, Strategic Account Operations & Implementation is a key strategic leader responsible for designing, implementing, and optimizing scalable operational solutions that support complex, enterprise-level customer programs. This role drives operational excellence across the full customer lifecycle, leading solution design, implementation, supplier integration, change management, process standardization, compliance, quality assurance, and successful transition to ongoing service delivery.

Partnering closely with Sales, Account Management, Operations, Pricing, Technology, Shared Services, and external stakeholders, the Senior Director develops and executes innovative service delivery strategies that enhance customer experience, improve operational performance, mitigate risk, and drive sustainable business growth.

The role serves as a critical bridge between commercial strategy and operational execution, ensuring customer commitments are translated into efficient, scalable, and compliant solutions that deliver measurable value for both customers and the organization.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Act as a strategic partner to senior leadership in defining and executing the operating model and service delivery strategy for strategic account programs.
• Lead the development of scalable implementation frameworks, operating models, and service delivery standards.
• Establish and evolve SOPs, governance frameworks, and best practices to improve consistency, reduce risk, and enhance efficiency.
• Identify process gaps, lead root-cause analysis, and implement continuous improvement initiatives.

• Oversee the end-to-end implementation lifecycle for strategic account programs, including solution design, project management, change management, and transition to steady-state operations.
• Ensure execution alignment with customer expectations, contractual obligations, timelines, and operational readiness requirements.
• Govern core operational workflows, including requisition lifecycle, candidate lifecycle, data management, customer support, metrics, and service levels.
• Deliver executive-level reporting and communications on implementation status, risk, and performance outcomes.

• Lead strategy, sourcing, onboarding, and governance of suppliers supporting strategic account delivery models.
• Develop and maintain a high-performing supplier portfolio aligned to geography, skill capability, customer requirements, and financial objectives.
• Establish standardized supplier contracting, performance management, and audit practices.
• Serve as escalation point for supplier-related legal, operational, and financial issues and ensure timely resolution.

• Partner with Sales, Account Management, Finance, Pricing, Technology, Legal, and Operations to ensure integrated solution design and implementation planning.
• Participate in deal reviews to validate operational feasibility, supplier strategy, and execution readiness.
• Align stakeholders on implementation timelines, change impacts, and service delivery expectations.

• Ensure all processes meet internal quality standards, compliance requirements, and customer obligations.
• Lead audit readiness, reporting discipline, and risk mitigation practices.
• Track and analyze operational metrics to identify trends and drive performance improvements.

• Lead and develop high-performing teams across implementation, operations, and supplier management functions.
• Drive accountability, performance management, and capability development.
• Foster a culture of operational excellence, collaboration, and customer focus

Bachelor’s degree or equivalent experience required, with 10-12+ years of industry experience, including 5+ years of people leadership. Demonstrated expertise in implementation strategy, operational governance, process improvement, and cross-functional program execution.

• Demonstrated strategic leadership…