Director of Strategic Operations

Role Description The Director of Strategic Operations is a full-time remote role responsible for overseeing and optimizing end-to-end operational performance across the organization. This role leads cross-functional initiatives to improve processes, align resources, and ensure operational strategies support company growth and customer satisfaction. Day-to-day responsibilities include analyzing operational data, setting performance metrics, managing budgets, and coordinating with teams in marketing, sales, finance, support, and ops to streamline workflows. The Director will develop and implement operational policies, mentor team leaders, and partner with senior leadership on long-term planning and risk management. This position also plays a key role in enhancing customer-facing processes and ensuring that agents and human team members work together effectively within Dock’s shared workspace.

Qualifications

Strong Operations Management and strategic planning skills, with experience optimizing processes across multiple functions. Advanced Analytical Skills, including data interpretation, KPI development, and decision-making based on quantitative and qualitative insights. Proven Team Management and leadership capabilities, with experience mentoring managers and driving accountability in distributed teams. Experience with Budgeting, financial oversight, and resource allocation to support scalable, cost-effective operations. Customer Service orientation, with a track record of improving customer experiences through operational excellence. Excellent communication and collaboration skills, including the ability to work effectively in a remote, technology-driven environment. Background in SaaS, technology platforms, or high-growth environments is preferred.