Director, Operations Strategy & Performance

Job Title: Director, Operations Strategy & Performance

Location: Atlanta, GA (Hybrid)

seeking an experienced Director, Operations Strategy & Performance to lead cross-functional operations strategy and provide business leadership for a major US CRM transformation. The ideal candidate will have strong experience in operations strategy, enterprise integration, CRM/digital transformation, and executive stakeholder management, preferably within insurance, financial services, or a regulated environment.

Key Responsibilities

• Lead the Operations Delivery business workstream for the US CRM transformation.
• Coordinate business requirements across Sales, Service, Billing, and Operations Support.
• Drive operating-model design, business readiness, user adoption, and benefits realization.
• Integrate operational performance, customer, financial, and risk insights into executive-level reporting.
• Develop integrated roadmaps, track priorities, and manage cross-functional dependencies.
• Facilitate leadership governance, decision-making, and issue escalation.
• Collaborate with senior business, operations, and technology stakeholders to align transformation outcomes with business objectives.
• Monitor CRM implementation outcomes, adoption metrics, and operational performance.
• Provide executive recommendations on priorities, risks, scope, and business trade-offs.

Required Qualifications

• Extensive experience in operations strategy, enterprise integration, or business transformation.
• Proven leadership of large-scale CRM, digital, or technology-enabled transformation initiatives.
• Experience with business requirements, operating-model design, readiness, adoption, and benefits realization.
• Strong background in insurance, financial services, or another regulated service environment preferred.
• Excellent stakeholder management and executive communication skills.
• Experience in cross-functional governance, risk management, and dependency resolution.
• Strong analytical, commercial, and strategic decision-making skills.
• Ability to lead through influence without direct functional authority.

Ideal Candidate

A senior operations and transformation leader who can connect business strategy with execution, lead CRM transformation from the business side, influence senior stakeholders, and deliver measurable operational outcomes.