Director of Project Delivery Operatons

Role:

• This role is a hybrid of process ownership, documentation strategy, and project management with an operational mindset and a roll-up-your-sleeves culture. You ll be the central point between leadership, customer support, and their third-party engineering team, ensuring nothing falls through the cracks.
• Serve as the operational quarterback, working cross-functionally with internal teams and external vendors (especially their tech partner) to ensure projects are scoped, tracked, and delivered
• Create clear internal documentation, BRDs, and process flows to reduce dependency risk and support scale
• Map fragmented business processes and standardize workflows across support, compliance, and operations
• Own requirement gathering and translate business needs into actionable project plans especially for new product rollouts or internal tooling updates
• Drive and monitor progress on ongoing projects including IVR buildouts, Salesforce optimization, and vendor-led tech initiatives
• Participate in weekly vendor standups, communicate deliverables, and hold teams accountable to timelines
• Act as Salesforce power user pulling reporting, supporting dashboards, and organizing customer-related insights (no admin-level config needed)
• Help consolidate collaboration tools (Slack, Teams, Fathom, etc.) into a unified workflow
• Support leadership visibility through reporting, weekly status updates, and performance dashboards
• Think ahead help build operational playbooks and customer support documentation for scale
• Evaluate potential operational risks and downstream compliance impact for new product launches
• 5+ years in an IT operational or Project Delivery type role where you ve worn multiple hats in a smaller, high-impact environment
• Prior experience interfacing with 3rd party software or engineering teams; able to translate between business and tech
• Salesforce reporting and dashboard experience (user-side)
• Experience documenting business requirements, creating process manuals, and managing Jira tickets or similar tooling
• Strong sense of ownership and ability to bring order to chaos in environments where process hasn t fully matured
• Strong communication skills you know how to simplify the complex for non-technical audiences and drive accountability
• Experience in fintech, payments, or high-volume transaction businesses is a plus
• Familiarity with ACH/funds transfer processes or financial operations
• Jira admin experience or strong familiarity
• Prior experience creating operational documentation for customer support functions
• PMP or Salesforce certs