Director, Business Operations

About the Role

The Director of Business Operations owns the analytics and reporting backbone for our deployment organization, spanning deployment, migrations, Tier 2 support, and training. This leader connects operational and financial data from our project, customer, time, and revenue systems into a single, trusted view of how the teams are performing: whether projects are on track, how profitable the work is, how quickly customers reach value, and where leadership needs to act. The role turns scattered data into decisions and gives the operating leadership team the visibility it needs to run the business with discipline.

Essential Job Duties:

Performance Analytics and Reporting

• Design, build, and maintain the executive and operational dashboards that show how the organization is performing across every product line and stage of delivery.
• Build and maintain the data connections and reporting cadences that pull from our project, customer, time, and revenue systems, and translate raw data into a single, trusted view rather than charts that still need interpreting.

Metrics and Key Performance Indicators

• Define and baseline the cross-cutting measures that matter most to the business: on time delivery rate, project margin and services profitability, Time to Value, utilization, and the percentage of projects on track.
• Build project health reporting that flags red, yellow, and green status early, and stand up profitability reporting that connects forecast, booked revenue, and delivered effort so leadership can see margin by product line and by engagement.

Define, baseline, and track the operational metrics that matter for each function:

Function

What We Measure

Deployment

On time delivery rate, implementation cycle time, go-live success rate

Migrations

Data migration accuracy, milestone adherence, cutover success, rollback rate

Tier 2 Support

Resolution time, case backlog and aging, escalation rate, reopen rate

Training

Completion rate, time to enablement, training satisfaction, post-training adoption

Tooling, Automation, and Partnership

• Replace manual data pulls and spreadsheet stitching with automated reporting, and pilot automation that improves its accuracy and timeliness.
• Serve as the operational intelligence partner across all functions, partnering with the technical teams on system connections and with Finance to align metrics and profitability reporting, while maintaining data quality, access, and governance across source systems.
• Partner with delivery, support, and training leads to build and track improvement plans grounded in data, and help leadership separate the work that needs attention from the work that is on track.

Job Requirements/Qualifications:

Required Experience

• Ten or more years in analytics, business intelligence, or operations management, with a track record of building reporting that leadership actually uses.
• Proven experience building and scaling dashboards and reporting infrastructure in a software or technology company, ideally one with a significant services or deployment function.
• Hands on experience with project and work tracking tools such as Jira and Smartsheet, both as a user and as a data source, and a strong understanding of how services delivery works across implementations, migrations, and support.
• Comfort working with profitability, utilization, and margin data and the financial systems behind them.

Technical Skills

• Proficiency with business intelligence and dashboarding tools such as Tableau, Power BI, or Looker, and working knowledge of structured query language (SQL) for data querying and analysis.
• Experience extracting operational data from Salesforce or a comparable customer relationship management platform, and from a customer success platform such as ClientSuccess.
• Familiarity with data modeling, extract transform load concepts, and data quality practices. Comfort with automation or scripting to reduce manual reporting effort is a plus.

Leadership and Communication

• Strong executive communication, able to present complex data simply and land a clear recommendation.
• Strong cross functional skills, comfortable influencing without direct authority, with a bias toward simple, durable solutions over complex ones.
• A change management mindset, able to bring delivery, support, and training teams along as reporting and process mature.

How Success Is Measured

In the first ninety days, a clear metrics framework is defined and baseline dashboards are live across all functions, covering on time delivery, profitability, Time to Value, and project health. By six months, those dashboards drive the operating reviews, profitability reporting is trusted by Finance and leadership, and at least two key measures show real improvement. By twelve months, the reporting is automated and dependable and the function is treated as a strategic asset by senior leadership.

Key Tools and Technologies

Category

Tools

Project and Schedule Tracking

Jira, Smartsheet, Microsoft Project

Customer Success

ClientSuccess

Customer Relationship Management

Salesforce

Time and Financials

Time+, Vena

Business Intelligence and Data

Tableau, Power BI, or Looker; SQL, Excel

Collaboration

Microsoft Teams

JobFamily

Development

JobFunction

Director

PayType

Salary

EmploymentIndicator

Regular

HiringMinRate

185000

HiringMaxRate

225000