Operations Director (KE)

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.
• Key Stakeholders
• Chief Operating Officer
• VP, Operations
• Director, Partnership Quality
• Client Partnership Managers
• Operations and Support Departments

Skills and Competencies

• Strategic Leadership: Demonstrated ability in leading operations and achieving organizational goals, with a strong focus on quality and client satisfaction.
• Senior-Level Communication and Coaching: Advanced interpersonal and communication skills, capable of mentoring senior staff and fostering a high-performance team.
• Expertise in Client Relationship and Escalation Management: Proven ability to nurture client relationships, drive collaboration and accountability. Manage and resolve complex client issues, ensuring client retention and satisfaction.
• Analytical and Decision-Making Skills: Strong analytical abilities to evaluate data and performance metrics, driving informed strategic decisions.
• Intentional Leadership: Prioritizes the well-being and development of their team members. Taking responsibility for the actions and performance of their team and being accountable for the role their team members play in the organization. 

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.