As a senior operations director, you will play a crucial role in leading the operations team and driving strategic initiatives to enhance service delivery, operational efficiency, and client satisfaction. Key Responsibilities - Provide leadership and direction to Client Partnership Managers, ensuring alignment with company goals and objectives. - Oversee all aspects of quality assurance and compliance within the operations department, ensuring high-quality service delivery across all client interactions. - Develop and implement strategic plans to enhance operational efficiency, improve service delivery, and maintain compliance with quality standards. - Manage client relationships, ensuring high levels of satisfaction and retention. Act as a senior point of escalation for complex client issues. - Monitor, analyze, and drive performance metrics for the operations department, providing guidance and support to ensure all team members meet or exceed performance expectations. The ideal candidate will possess strong leadership and communication skills, with experience in managing teams, quality assurance, and client relations. A proven track record in strategic planning, team leadership, and performance management is essential. Additionally, the ability to prioritize the well-being and development of team members is vital. This role requires a minimum of 7-10 years of experience in a senior management role within a service-oriented industry. The successful candidate will be responsible for approximately 10 Client Partnership Managers (CPMs). A Bachelor's degree in Business Administration or a related field is required, with a Master's degree or MBA being highly preferred.