Director, Business Operations

This is a fully remote position, open to applicants in Virginia.

📋 Description

• Take charge of the operational rhythm for a successful and expanding fintech that supports community banks and credit unions through reseller partnerships.

• Facilitate the weekly leadership meeting, KPI scorecard, and ensure follow-through on commitments.

• Lead project-status meetings alongside three Project Managers; monitor progress, address or escalate blockers, and drive projects to completion.

• Transform the existing Professional Services backlog into finalized, revenue-recognized projects.

• Engage with reseller partners to discuss project status, address blockers, and establish installation timelines.

• Oversee the support organization through the Support Operations Manager; define priorities, service standards, metrics, resources, and escalations.

• Collaborate with support and delivery leads on high-priority requests, taking ownership and facilitating customer/reseller feedback loops.

• Manage the SLA framework, including measurement, reporting, and accountability for delivery.

• Take responsibility for revenue performance, encompassing renewals, uplifts, and the execution of quote-to-start processes.

• Handle CRM management, ensuring data accuracy, effective workflows, pipeline maintenance, and project hygiene; the platform used is HubSpot.

• Collaborate with the Business Systems Engineer to implement overhead-reducing automation.

• Align operational processes with SOC 2 documentation, audits, and security controls.

• Monitor banking regulations, integrate them into processes, and mitigate operational risk.

• Maintain process documentation and knowledge bases; support the onboarding of Operations and Support teams.

• Within the first 90 days, assume control of the leadership cadence, inventory and expedite backlog projects, establish SLA baselines, conduct reseller status meetings, execute renewals, clean up CRM processes, and implement automation.

⛳️ Requirements

• Experienced in managing a weekly operating cadence from start to finish, including meetings, scorecards, and follow-through actions.

• Supervised people-managers and enhanced their performance without taking over their responsibilities.

• 5+ years of experience in operations, business operations, or project management within a B2B software, SaaS, or tech-enabled services firm, with genuine revenue accountability.

• Strong organizational and project management capabilities; Scrum experience is preferred.

• Exceptional written and verbal communication skills; able to influence stakeholders at all levels within the organization.

• Robust CRM management experience, including data quality, workflows, and team adoption.

• Direct experience with HubSpot is a plus.

• Familiarity with regulatory or compliance-heavy environments; direct experience with SOC 2 is highly preferred.

• Background in banking or credit union environments is advantageous.

🏝️ Benefits

• Bonus opportunities.

• Occasional travel for reseller and customer meetings.

• Remote work option available (U.S.-based).

• Commitment to equal employment opportunity and fostering an inclusive workplace.

• AI-assisted recruitment screening paired with human hiring decisions.