Director of Business Operations (Operational Excellence)

Join IG North America as the Director of Business Operations, where you'll play a key role in shaping the company's future and driving operational excellence. You'll work closely with operational leaders, identify areas for improvement, and implement new tools and systems to enhance efficiency. Additionally, you'll define and maintain a cost to serve model, design KPIs and reporting systems, and lead cross-functional projects. This is a hands-on role that requires a deep understanding of operations and the ability to communicate effectively with various audiences.

• Identifying and implementing new tools and systems to improve operational efficiency.
• Defining and maintaining a cost to serve model across operational functions, and building business cases for changes.
• Designing KPIs, dashboards, and reporting cadences for operational teams to track performance.

• To succeed in this role, you need real depth in operations. You've built cost to serve models, rolled out tooling, or run performance management systems before, and you know the difference between a dashboard that looks good and one that changes behavior. You pair that operational fluency with the influence, communication, and analytical skills the rest of the Biz Ops team relies on
• Communicate clearly with different audiences, from the CEO and board to frontline operational managers
• Lead complex, cross functional projects from diagnosis through implementation and measured impact, specifically in an operational context, such as tooling rollouts, process redesign, or cost structure changes
• A qualified candidate has 8+ years of work experience, including a meaningful chunk in an operations, ops strategy, or shared services role, and should be able to:
• Have fun, challenge yourself and your teammates, and keep perspective when things get intense
• Design KPI frameworks and reporting systems that operational teams actually use to run their business, not just report upward
• Work comfortably and hands on with data: financial models, customer metrics, and operational dashboards
• Engage with distributed operational teams and get people motivated to adopt new ways of working
• Build and maintain cost to serve or unit economics models, and use them to make concrete tradeoff recommendations to leadership
• Present analyses that help leadership make tough calls, including being ready to disagree when the data points in a different direction
• Evaluate, scope, and help implement new operational tools and systems, working closely with Engineering and Data
• Prior experience in an operations, shared services, or ops strategy role, internal or consulting
• In that role, you owned tooling and cost to serve directly, rather than advising on it from the outside