The Director, Operations Excellence will serve as the operational conscience of AHEAD’s end-to-end operational processes — bringing cross-functional visibility, structured accountability, and continuous improvement discipline to the systems and workflows that power our client experience. This leader will own a holistic view across AHEAD’s operations, from issue identification and root cause analysis to corrective action tracking and executive reporting, ensuring that our client-facing platforms — including Hatch, Astra, and future AI-enabled tools — are backed by clean, consistent, and reliable operational data.

This is a foundational role with direct executive sponsorship from the COO. The Director will build and lead the Operations Excellence function from the ground up, working cross-functionally to establish the accountability infrastructure that AHEAD needs to scale. The right candidate will thrive at the intersection of process rigor, cross-functional influence, and executive communication — and will bring a track record of driving measurable operational improvement in complex, growing environments.

• Own the centralized view of operational quality issues across the quote-to-cash process, ensuring issues are tracked, routed to the right owners, and driven to resolution with clear accountability and timelines.

• Lead rapid triage and cross-functional coordination on the most critical and time-sensitive issues, serving as the primary escalation point for operational quality failures that span multiple teams.

• Identify systemic patterns across the issue queue, distinguishing one-time exceptions from structural process gaps, and facilitating root cause analysis with relevant data-producing teams.

• Track corrective actions from identification through closure, maintaining accountability across teams and escalating to senior leadership when resolution is at risk.

• Conduct a structured assessment of current-state operational quality gaps across the quote-to-cash process, producing a prioritized issue registry with root cause analysis and recommended corrective actions.

• Establish a repeatable operating rhythm: cross-functional accountability meetings, issue tracking cadence, and executive reporting format.

• Define the escalation framework — including clear criteria for when issues are escalated, to whom, and what decisions are required at each level.

• Publish a baseline operational quality scorecard covering SLA performance, issue volume and aging, and top systemic themes.

• Define business requirements for central ticketing solution. Update operational workflows to reflect implemented solution and desired escalation paths.

• Bachelor’s degree in Business Administration, Operations Management, or related field.

• 10+ years of experience in operations, process improvement, quality management, or a related cross-functional leadership role within a complex organization.

• Demonstrated track record of driving accountability and measurable improvement across organizational boundaries through influence, data, and executive partnership.

• Experience building or leading a quality management function in a scaling technology or services organization is strongly preferred.

• Experience with B2B client platforms, order management ecosystems, or IT distribution/services operations is a plus.

• Certification in project management, change management, Lean, or Six Sigma is a plus.

• Natural systems thinker with the ability to identify patterns behind recurring problems and translate them into clear, actionable improvement plans.

• Strong facilitation and follow-through — comfortable leading structured problem-solving conversations with senior and executive stakeholders across functions.

• Proven ability to build governance structures and drive adoption of documented processes and standards in environments where authority is shared.

• Solid project management capabilities to prioritize, coordinate, and advance multiple improvement efforts simultaneously.

• Clear, direct communicator who can translate operational complexity into concise executive updates, dashboards, and reports.

• Collaborative mindset with an ability to build trust and drive alignment across teams with competing priorities.

• Deep curiosity about how end-to-end operational ecosystems connect — from CRM and client platforms to order management, logistics, and financial systems.

• Enthusiastic advocate for continuous improvement, with an unwavering commitment to operational excellence and data integrity.

• Familiarity with Salesforce, Jira, ServiceNow, or similar operational tooling preferred.