Director of Operations
Passport
full-time
Posted on:
Location Type: Hybrid
Location: Charlotte • North Carolina • United States
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Job Level
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 & Tools
operational managementservice management practicesincident managementproblem managementknowledge managementvendor managementKPI trackingautomationAI applicationSaaS
Soft Skills
leadershipcommunicationprocess orientationorganizational skillsprioritizationexecutioncoachingcontinuous improvement mindsetstakeholder engagementaccountability
Certifications
Bachelor's degreeadvanced degree