Operations Strategy Lead

What you'll do

• Own the end-to-end design of customer journeys and operational workflows for each assigned commercial model (Professional Services, Self-Service, or Agency)
• Define and document the complete operating model including team structures, roles, responsibilities, and interaction workflows
• Establish clear escalation paths and decision-making protocols that scale across regions and delivery functions
• Ensure all core workflows, process standards, and operational requirements are comprehensively documented and maintained
• Design, implement, and maintain Service Level Agreements (SLAs) aligned with business strategy and commercial model dynamics
• Lead the implementation of SLA frameworks across all PM delivery teams
• Support exception processes and manage SLA variance with data-driven root cause analysis
• Define metrics for efficiency, quality, SLA compliance, and process adoption
• Use data and reporting to identify gaps, validate assumptions, and support strategic decision-making
• Track Ops profitability by commercial model (cost-to-serve vs. revenue) to inform operating model decisions
• Act as a trusted strategic partner to Ops leadership
• Influence and align stakeholders across multiple functions without direct authority
• Facilitate alignment between business strategy, product innovation, and operational capability
• Communicate complex operational frameworks clearly to both technical and non-technical audiences

Requirements

• Proven experience in consulting, program/project management, business operations, service delivery or similar roles
• Demonstrated success managing cross-functional initiatives with ambiguous requirements and distributed stakeholders
• Strategic thinking: Ability to translate business strategy into operationally sound frameworks and standards
• Analytical rigor: Strong data analysis skills to measure operating model effectiveness, identify gaps, and drive decisions
• Program management: Expertise in planning, coordinating, and executing complex, multi-workstream initiatives
• Influence without authority: Proven ability to drive alignment and decisions across senior stakeholders with different priorities and perspectives
• Communication: Excellent written and verbal communication skills; ability to simplify complex concepts and tailor messaging to different audiences
• Problem-solving: Comfortable navigating ambiguity, complexity, and multiple competing priorities; self-driven and proactive
• Intellectual curiosity: Deep desire to understand how things work and why; comfort asking good questions
• Fluent in English

Benefits