Full Job Description
Summary
The Director of Operations, OneForma will drive the day-to-day operational excellence and cross-functional alignment of OneForma's global platform operations. Reporting directly to the VP of Operations, this role is responsible for managing and developing the operational managers overseeing Community Support, Engagement, Platform Education, and PMO.
The ideal candidate combines analytical rigor, strong communication, and people leadership to ensure that these teams deliver measurable impact, operational consistency, and continuous improvement. This role is critical to scaling operational capacity and partnering with executive leadership to execute flagship programs through disciplined management and cross-team coordination.
Key Responsibilities
Operational Management & Leadership
- Lead and directly manage the team of operational managers (Support, Engagement, Platform Education, PMO).
- Provide strategic direction, performance feedback, and career development support to team leads and their direct reports.
- Coordinate priorities across teams to ensure alignment with OneForma's platform goals and annual operations plan.
- Serve as the central point of accountability for cross-departmental execution, removing blockers and ensuring communication flow.
- Foster a culture of accountability, clarity, and professional growth across all direct-reporting managers.
- Coach managers on communication, delegation, and strategic thinking.
Operational Analytics & Performance Management
- Own operational performance tracking and reporting across assigned teams.
- Partner with PMO and Platform to maintain, expand, and track OneForma Operations KPIs, providing weekly and monthly insights
- Partner with Data and Analytics to extract actionable insights from user, project, and support data.
- Establish clear metrics and KPIs for each function (Support resolution rates, Engagement metrics, PMO delivery timelines, Education completion, etc.).
Cross-Team Collaboration & Communication
- Serve as the operational connector between internal stakeholders within OneForma Operations
- Ensure smooth coordination of initiatives and timely communication
Collaborate between PMO, Engagement, Support + Product, Engineering to push those priorities forward
- Maintain visibility into platform governance updates (owned by Engineering), ensuring full visibility in coordination with PMO and Product Success teams.
Process Improvement & Scalability
- Identify process inefficiencies and lead continuous improvement initiatives across operations.
- Implement systems and tools that improve information flow, reporting consistency, and team coordination.
- Support the VP of Operations in executing new strategic programs (e.g., loyalty initiatives, fraud prevention collaboration, or major platform releases).
Qualifications
Required:
- 8-10 years of experience in operations, community or program management, with at least 3 years in a leadership role managing other managers.
- Proven ability to lead multi-disciplinary, global teams.
- Strong analytical capability with experience using dashboards, KPIs, or data visualization tools (e.g., Power BI, Tableau, Looker).
- Exceptional communication and collaboration skills across technical and non-technical stakeholders.
- Demonstrated ability to manage competing priorities and maintain operational consistency in a fast-paced environment.
Preferred:
- Experience in digital platforms, crowdsourcing, or community-based ecosystems.
- Familiarity with learning platforms, online engagement, or user support operations.
- Exposure to PMO or program governance best practices.
- Comfort working across time zones and remote-first environments.
Key Performance Indicators (KPIs)
- Timely delivery of operational programs and PMO projects
- Resolution rates and satisfaction in Support
- Engagement and loyalty metrics
- Completion and impact rates for Platform Success initiatives
- Retention and development of management-level team members
- Efficiency and accuracy of operational reporting
Role Impact
This role allows the VP of Operations to focus on strategic growth initiatives - including but not limited to: business financial management and health, fraud prevention, TOF marketing, certification and learning, loyalty strategy, and advanced analytics - while ensuring the operational backbone of the platform runs efficiently, transparently, and at scale.
Salary - $170,000
