Operations Director Job Athena

Operations Director Job

Role Overview

The Director, Operations is a key leadership role at Athena, primarily responsible for overseeing the Client Partnership Managers (CPMs) and ensuring the delivery of high-quality service across all client interactions. This position will lead strategic initiatives within the operations department, focusing on enhancing service delivery, optimizing operational efficiency, and maintaining compliance with quality standards. The Director, Operations will also play a crucial role in strategic decision-making processes, offering insights and analysis that drive business improvements.

Duties & Responsibilities

• Leadership and Oversight: Provide leadership and direction to the Client Partnership Managers, ensuring alignment with Athena’s strategic objectives and service standards
• Quality Assurance and Compliance: Work with the Partnership Quality Director to oversee all aspects of quality and compliance within the operations department, ensuring all client interactions meet Athena’s high standards.
• Strategic Planning and Execution: Develop and implement strategic plans to enhance operational efficiency and service delivery. Monitor and evaluate the effectiveness of these strategies, making adjustments as necessary.
• Client Relationship Management: Oversee the management of client relationships, ensuring high levels of satisfaction and retention. Act as a senior point of escalation for complex client issues. Actively assess partnership health and proactively address issues before they become an escalation or lead to churn.
• Performance Management: Monitor, analyze and drive performance metrics for the operations department. Provide guidance and support to ensure all team members meet or exceed performance expectations.

Relevant Experience Required

• Minimum of 7-10 years in a senior management role within a service-oriented industry, with substantial experience in managing teams, quality assurance, and client relations.
• Proven track record in strategic planning, team leadership, and performance management.
• Extensive experience in process optimization and implementing operational improvements.

Educational and Certification Requirements Bachelor’s degree in Business Administration, or a related field; Master’s degree or MBA highly preferred.

How To Apply

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