Key responsibilities

• Lead, mentor, and scale a 30+ person operations team across multiple service lines including Setup and Post-Setup functions
• Redesign and stabilize the organizational structure by aligning employees to clearly defined roles, responsibilities, KPIs, and growth paths
• Coach and upskill middle managers to conduct effective 1:1s, develop talent, and make informed operational decisions
• Institutionalize a culture of clarity, accountability, and performance management across the operations department
• Drive morale, engagement, and burnout-reduction initiatives to rebuild trust and resilience within the team
• Audit, redesign, and standardize workflows, SOPs, and service delivery models to enable scalability and efficiency
• Build and maintain an operational playbook to reduce firefighting, task leakage, and delivery risk
• Standardize onboarding frameworks and ensure managers are trained to onboard new hires effectively
• Establish mechanisms to identify, monitor, and close performance gaps at junior and mid-management levels
• Develop sustainable workload and capacity models to balance responsibilities and prevent operational burnout
• Advise leadership on replacing manual spreadsheets and ad-hoc reporting with scalable technology systems and dashboards
• Partner with technology and operations teams to automate and digitize recurring operational processes
• Introduce real-time reporting and analytics to provide leadership visibility and support proactive decision-making
• Act as a cross-functional bridge between Operations, Sales, and Finance to ensure alignment and feedback loops
• Translate company strategy into operational execution while continuously improving client experience and service quality