Overview The Senior Director of Operational Excellence & Insights leads the strategy, execution, and evolution of Operational Excellence across the COO organization. This leader oversees Business Insights, Process Engineering, and AI Enablement, enabling operational teams to make better decisions through data, optimize end-to-end processes, apply AI and automation at scale, and deliver scalable improvements that enhance customer and business outcomes. Supporting Customer Onboarding, Customer Success, Customer Care, and Service and Fulfillment Operations, this role serves as a strategic partner to executive leaders by identifying opportunities to improve efficiency, quality, teammate experience, and customer outcomes through analytics, process redesign, automation, AI-enabled tooling, and operational governance.

The Senior Director establishes the vision, operating model, and prioritization framework for Operational Excellence while building high-performing teams that drive measurable business impact across the enterprise.

What You'Ll Do

Operational Excellence Strategy Develop and execute the Operational Excellence strategy aligned to organizational priorities and the COO vision. Establish a consistent framework for identifying, prioritizing, and delivering operational improvement initiatives across multiple business functions. Serve as a trusted advisor to executive leadership by identifying opportunities to improve operational performance, customer experience, and business scalability.

Build an Operational Excellence roadmap that balances strategic transformation initiatives with high-impact operational improvements, including AI and automation opportunities. Process Engineering Leadership Lead the Process Engineering function responsible for designing, optimizing, and documenting end-to-end operational processes. Establish standards, methodologies, and governance for process discovery, service blueprinting, journey mapping, process documentation, and implementation.

Drive cross-functional initiatives focused on automation, simplification, standardization, and operational scalability. Ensure process improvements are supported by measurable business outcomes and sustainable change management. Business Insights & Analytics Lead the Business Insights organization responsible for delivering actionable analytics, executive reporting, operational dashboards, forecasting, and strategic decision support.

Foster a culture where data drives operational decision-making across all COO organizations. Partner with business leaders to define meaningful KPIs, performance metrics, and operational scorecards that measure organizational health and customer outcomes. Translate complex operational data into executive-level insights and strategic recommendations.

AI Enablement Lead the AI Enablement function, setting the vision and roadmap for applying AI, machine learning, and generative AI across the COO organization. Identify, evaluate, and prioritize opportunities to embed AI and intelligent automation into operational workflows, customer interactions, and decision-making processes. Partner with Technology, Data, and Product teams to pilot, scale, and govern AI-driven tools and agentic workflows, ensuring solutions are reliable, explainable, and aligned to business needs.

Establish governance, risk, and responsible-AI guardrails for tool adoption, including data privacy, model oversight, and human-in-the-loop controls. Build AI literacy and capability within Process Engineering and Business Insights teams, embedding AI-assisted analysis and automation into everyday operating practices. Track and report the business impact of AI Enablement initiatives, including efficiency gains, quality improvements, and customer experience outcomes.

Cross-Functional Leadership & Execution Partner closely with Operations, Product, Technology, Finance, Enablement, and other cross-functional teams to drive enterprise initiatives.