The Director, Operations & Business Performance will serve as a cross-functional operational leader responsible for improving performance, scalability, and execution discipline across Inspection Operations, Post Sale (CarsArrive + Protection Programs), Customer Support, Title Operations and Offshore services.
This role works horizontally across departments to identify inefficiencies, standardize workflows, improve KPI visibility, and drive structured execution of strategic initiatives. The Director will act as a force multiplier to the Head of Operations by strengthening alignment, increasing accountability, and improving margin and operational outcomes.
This role does not replace existing business leaders. Final decision rights remain with VPs; this role ensures clarity, structure, and enterprise-level performance optimization.
You Will:Operational Performance & Margin Optimization (20%)- Identify performance gaps across inspections, customer support, titles operations, arbitrations, and transportation
- Partner with Finance and BI to improve KPI visibility and leading indicators
- Drive initiatives that improve margin, cost efficiency, and attach performance
- Establish a regular, structured operational review cadence to surface the health and performance of each operations function
Process Architecture & Standardization (30%)- Create end-to-end process mapping for high-impact cross-functional flows . This includes documenting the current-state and future-state process maps that identify handoffs, decision points, and data requirements
- Define clear handoff agreements and operational level agreements that capture what "done" looks like at each stage
- Reduce variability and operational friction
Cross-Functional Initiative Leadership (30%)- Lead operational initiatives from design through implementation
- Implement structure around new initiatives to create clear lines of ownership, milestones, and measurable outcomes
- Drive sustained execution and adoption of initiatives beyond planning
Organizational Alignment (20%)- Break down functional silos by establishing shared governance and outcomes
- Improve cross-functional communication and transparency
- Support leadership with structured, data-backed recommendations
Must Have's:- 10+ years progressive operations, business performance, or process leadership experience with increasing scope and complexity; 5+ years managing multi-functional teams.
- Bachelor's degree required; MBA or relevant advanced degree preferred.
- Strong financial acumen and KPI-driven mindset
- Structured thinker comfortable in complex, multi-team environments
- Proven ability to translate strategy into execution
- Demonstrated success leading cross-functional initiatives that moved from design into sustained execution.
- Deep experience with operational excellence and track record reducing variability and operational friction.
- Proven influencer who can lead without direct authority across VPs and business leaders, and who is effective presenting to senior leadership.
- Willingness to travel as required.
What We Offer: - Competitive pay
- Medical, dental, and vision benefits with employer HSA contributions (US) and FSA options (US)
- Immediately vested 401K (US) or RRSP (Canada) with company match
- Paid Vacation, Personal, and Sick Time
- Paid maternity and paternity leave (US)
- Employer-paid short-term disability, long-term disability, life insurance, and AD&D (US)
- Robust Employee Assistance Program
- Employer paid Leap into Service Day to volunteer
- Tuition Reimbursement for eligible programs
- Opportunities to expand your skill set and share your knowledge across a publicly traded, global organization
- Company culture of internal promotions, diverse career paths, and meaningful advancement
Sound like a match? Apply Now - We can't wait to hear from you!Compensation Range ofAnnual Salary: $140,000.00 - $160,000.00 USD
(Depending on experience, skill set, qualifications, and other relevant factors.)
