Senior Director, Central Operations

We're seeking a proven operator to lead two distinct but complementary functions that form the operational backbone of Velocity Global. You are both a strategic thought leader and hands-on executor who is data-driven, technology-forward, and can design scalable processes and automation solutions across complex operational systems. This unique role combines:

1. Strategic Operations: Our internal consulting and transformation arm that serves as a rapid response team for critical operational challenges, provides strategic advisory to the COO, and drives critical cross-functional initiatives
2. Process & Systems Excellence: Our technical execution engine that builds and optimizes how work gets done through process design, system optimization, and automation

Reporting to the VP of Business Operations, you'll lead two high impact teams with 8-10 team members and help shape how we scale and operate. You will work remotely, based in the United States.

You Will:

Lead Strategic Operations

• Serve as the internal consulting partner to the COO and operations leadership
• Conduct deep-dive analysis on complex, open-ended strategic questions
• Provide strategic recommendations that drive operational improvements
• Drive rapid response efforts for critical operational challenges
• Quarterback strategically critical initiatives from conception through execution
• Develop and execute future-state vision for Operations evolution
• Incubate new capabilities and fill critical operational gaps

Drive Process & Systems Excellence

• Design, standardize, and implement flexible processes that scale with business growth
• Build and optimize core operational systems (e.g., DevRev, Zendesk, other CRM-like platforms)
• Lead automation development and implementation initiatives
• Create technical solution architectures that enable scaling
• Drive system integration and enhancement efforts
• Standardize processes across regions and customer-supporting operational teams
• Implement operational efficiency improvements

Build & Develop Teams

• Lead two distinct teams with different but complementary skill sets
• Create an environment where teams can effectively solve challenges and implement creative solutions rapidly
• Drive cross-functional alignment and execution
• Measure and communicate impact through tangible business outcomes
• Develop future leaders across both strategic and technical disciplines

You Have:

• 12+ years of progressive experience combining strategic consulting or internal strategy and technical / process optimization leadership
• 7+ years of people management experience leading multiple specialized teams
• Data-driven yet practical approach to decision-making and problem-solving
• Demonstrated success driving complex operational initiatives from strategy through execution
• Track record of building scalable processes and systems in high-growth environments
• Strong technical foundation with enterprise systems implementation and management
• History of successful executive-level advisory and stakeholder management
• Experience breaking down complex challenges into actionable solutions while maintaining quality
• Proven ability to build and develop high-performing teams in dynamic environments
• Excellence in driving organizational change and transformation initiatives

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