Director of Operations
Passport
full-time
Posted on:
Location Type: Hybrid
Location: Charlotte • North Carolina • 🇺🇸 United States
Visit company websiteJob Level
Lead
About the role
- Own and lead centralized operational functions across Payment Operations, Support Services, and Managed Services.
- Provide direct leadership to operational managers and team leads, including Payment Operations and Support Services, and oversight of third party managed service providers.
- Define and execute the strategy for in housing operational capabilities currently delivered by third parties where it improves cost, quality, control, or risk posture.
- Establish clear ownership, accountability, and escalation paths across all operational workflows impacting payments, customer support, and service delivery.
- Drive service maturity through standardization, automation first thinking, and adoption of measurable service management practices across all operational teams.
- Own incident, problem, and knowledge management processes related to operational services, ensuring issues are resolved quickly, root causes are addressed, and learnings are institutionalized.
- Serve as the senior escalation point for complex or high impact operational issues, balancing client impact, financial risk, regulatory considerations, and internal constraints.
- Partner closely with Engineering and Product to ensure operational readiness for new features, platform changes, and payments capabilities.
- Define and track operational KPIs related to service quality, throughput, efficiency, accuracy, risk, and scalability, and provide regular reporting to executive leadership.
- Lead vendor management for operational service providers, including performance oversight, contract evaluation, and cost optimization.
- Develop and grow operational leaders and individual contributors through clear expectations, coaching, and career pathing.
- Continuously assess tools, systems, and processes supporting operations, including the responsible application of AI and automation, to drive measurable improvements aligned with company growth and platform evolution.
Requirements
- Proven experience leading complex operational teams in a SaaS, payments, fintech, or government technology environment.
- Demonstrated ability to centralize and scale operational functions across multiple disciplines and stakeholders.
- Strong operational and technical acumen with the ability to understand how systems, processes, and people interact at scale.
- Experience managing third party vendors and transitioning services in house or to 3rd parties when appropriate.
- Ability to operate effectively in high accountability, high impact environments where reliability and accuracy are critical.
- Excellent communication skills with the ability to engage deeply with technical teams and clearly with executive leadership.
- Strong process orientation with a continuous improvement mindset and bias toward measurable outcomes.
- Experience partnering closely with engineering and product teams to support platform delivery and operational readiness.
- Superior organizational, prioritization, and execution skills.
- Bachelor’s degree required. An advanced degree is a plus.
Benefits
- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
operational managementservice management practicesincident managementproblem managementknowledge managementvendor managementKPI trackingautomationAI applicationSaaS
Soft skills
leadershipcommunicationprocess orientationorganizational skillsprioritizationexecutioncoachingcontinuous improvement mindsetstakeholder engagementaccountability
Certifications
Bachelor's degreeadvanced degree