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Director, Operations Excellence

1 week ago
United States
Full-time
Lead
Operations Manager
Project and Program Management
CRM JIRA Salesforce
Apply Now
AHEAD

AHEAD

AHEAD accelerates the impact of technology on clients by engineering customized data, developer, and infrastructure platforms that improve IT operations. By weaving together cloud infrastructure, intelligent operations, and modern applications, we help...

IT Services
1K-5K
$43M raised
View All Jobs 83

Description

  • Own the centralized view of operational quality issues across the quote-to-cash process and drive them to resolution with clear accountability and timelines.
  • Lead rapid triage and cross-functional coordination on critical operational issues that span multiple teams.
  • Identify systemic patterns across the issue queue and facilitate root cause analysis with relevant data-producing teams.
  • Track corrective actions from identification through closure and escalate unresolved risks to senior leadership.
  • Define, document, and maintain standard operating procedures for key quote-to-cash workflows.
  • Identify automation and process improvement opportunities that reduce manual effort, strengthen data quality, and lower recurring issue volume.
  • Build and maintain a centralized knowledge base for institutional process knowledge.
  • Champion adoption of new ways of working and drive alignment behind quality and continuous improvement objectives.
  • Maintain regular reporting to senior leadership on open issues, trends, SLA performance, and corrective action progress.
  • Develop and own the operational quality scorecard, including baselines and measurable improvement tracking.
  • Establish the Operations Excellence function, including its operating model, governance cadence, escalation paths, and partner engagement model.
  • Create the accountability infrastructure and governance needed to scale operations effectively.

Requirements

  • Bachelor’s degree in Business Administration, Operations Management, or a 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 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.
  • Familiarity with Salesforce, Jira, ServiceNow, or similar operational tooling preferred.
  • Ability to work effectively across shared-authority environments and competing priorities.
  • Strong facilitation, project management, and executive communication capabilities.
  • Deep understanding of end-to-end operational ecosystems, including CRM, client platforms, order management, logistics, and financial systems.

Benefits

  • Medical, dental, and vision insurance.
  • 401(k) retirement plan.
  • Paid company holidays.
  • Paid time off.
  • Paid parental and caregiver leave.
  • Compensation structured as On-Target Earnings (OTE), including base salary plus any applicable target bonus.
  • OTE range may vary based on relevant experience, qualifications, and geographic location.
  • Access to cross-department training and development, plus sponsored certifications and credentials for continued learning.

Interested in this position?

Apply directly on the company website

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