Director, Operations

Summary

Join Clarity as the Director, Operations and drive operational excellence and strategic alignment. Lead work management and strategic initiatives to enhance efficiency, align financial and operational metrics, and foster a culture of improvement. Oversee the company-wide ideation framework and optimize business efficiency. Partner with leadership to define and manage strategic initiatives, KPIs, and governance frameworks. Lead a team aligning financial and operational metrics, managing forecasts, and monitoring client timeliness. Deliver critical metrics to client-facing teams, review contracts, and establish communication channels. Conduct data-driven assessments and oversee the ideation framework. Lead annual open enrollment planning and establish program management standards. Manage the departmental budget.

Requirements

• BA/BS degree in related field or equivalent experience
• Minimum of 10+ years of experience within Operations
• 5+ years of leadership experience with Operations
• Expert knowledge of project and change management methodologies, techniques, and processes
• Proven track record of motivating teams through coaching and performance management
• Strong strategic thinking and problem-solving skills
• Exceptional communication and interpersonal skills to cultivate relationships with multiple business areas and stakeholders

Responsibilities

• Partner with leadership to define and manage Clarity’s strategic initiative plan and key performance indicators (KPIs), establish governance frameworks, and maintain work management cadences to meet milestones
• Lead team dedicated to aligning financial and operational metrics
• Manage monthly production forecasts (in collaboration with finance), including impression forecasts, product breakdowns, and labor/materials planning for short- and long-term needs
• Provide daily/weekly forecast updates during peak seasons to ensure ongoing communication with staff related to forecast-to-actual performance to meet goals
• Monitor client timeliness and review monthly missed SLA credits with finance
• Oversee annual/quarterly setup in Monday.com (or new finance tools) for AE forecast updates and manage implementation reviews for product volumes, inventory, and shipping configurations
• Deliver critical quantitative metrics to client facing teams to enhance client loyalty, reduce churn, and improve retention
• Review contracts for capacity language, ensuring compliance with SLAs, cutoff times, and caps
• Establish open, cross-functional communication channels to optimize business practices through the evaluation of wins and challenges
• Conduct data-driven assessments of operational programs to align financial and work impacts with corporate growth goals, addressing potential vulnerabilities
• Oversee the company-wide ideation framework to drive innovation and operational excellence
• Lead and execute on annual open enrollment planning and delivery – including activities such as calendar management, soft cap negotiations, and production plans for high-volume projects
• Establish and enforce program management standards, methodologies, and best in class decision making through the alignment of processes, tools, and staff
• Manage departmental budget, including forecasting, cost control, and financial reporting

Preferred Qualifications

Engineering/Quantitative background experience