Sealed

Operations

• Team Leadership: Recruit, onboard, and mentor a high-caliber team of managers and specialists utilizing a mix of in-house and offshore teams
• Culture: Build a team culture defined by ownership, high standards, and pride in the customer experience, where people hold themselves and each other accountable
• Availability: Plan for and ensure availability during urgent or after-hours periods such as program deadlines, program launches, priority projects, and other customer needs
• Process & Systems: Design, document, and iterate on scalable operational workflows that reduce friction and provide consistently successful outcomes
• Visibility: Pipeline health is transparent and actionable. At any given time, you can clearly show which projects are flowing, which are blocked, and why, with owners driving resolution across teams
• Best-in-class approval rates: You get contractors projects approved by programs the first time every time
• Consistency: Define and maintain Service Level Agreements that ensure a predictable, high-quality experience for contractors, program partners, and internal partners
• Quality Management: Establish a KPI framework for correction and rejection rates, ensuring all deviations have a root cause analysis and a documented remediation plan
• Implementation & Project Management: Lead projects and implementation of new processes that improve submission quality and give contractors a continuously better experience
• Cross-functional Partnership: Serve as the operational point of contact for Sales, Partner Success, Program Management, and Product — proactively sharing pipeline health, flagging risks early, and driving cross-team resolution

Director of Operations