The Role Overview
As Operations Director, you'll lead the team that makes our member partnerships work. You'll oversee our Partnership Managers, set the strategic direction for how we deliver service, and make sure we're consistently showing up as the best version of Athena. This is a leadership role where you'll balance big-picture thinking with hands-on problem-solving, stepping in when partnerships need senior attention and coaching your team to get better every day.
What You'll Do
Lead the partnership management team
- Provide leadership and direction to 10-15 Partnership Managers, ensuring alignment with Athena's strategic objectives and service standards
- Mentor and coach senior staff, fostering a high-performance team culture
- Set clear expectations and hold your team accountable for delivering exceptional service
- Prioritize the well-being and development of team members
- Take responsibility for your team's actions, performance, and impact on the organization
Drive operational excellence and quality assurance
- Develop and implement strategic plans to enhance operational efficiency and service delivery
- Ensure every client interaction meets Athena's high standards
- Monitor and evaluate the effectiveness of strategies, making adjustments as necessary
Protect and strengthen client relationships
- Oversee management of client relationships across the portfolio, ensuring high levels of satisfaction and retention
- Actively assess partnership health and proactively address issues before they become escalations or lead to churn
- Act as senior point of contact for complex escalations, resolving problems diplomatically
Manage performance strategically
- Monitor, analyze, and drive performance metrics for the operations department
- Track key trends and use data to make informed strategic decisions
- Identify what's working, what's not, and adjust strategies accordingly
- Provide guidance and support to ensure all team members meet or exceed performance expectations
What You Bring
Required experience:
- 7-10+ years in senior management within a service-oriented industry
- Substantial experience managing teams, quality assurance, and client relations
- Proven track record in strategic planning and performance management
- Deep experience with process optimization and operational improvements
- History of successfully managing complex client escalations and preventing churn
Required skills:
- Strategic thinking with the ability to translate vision into action
- Advanced coaching and mentoring abilities for senior staff
- Strong analytical skills and comfort with data-driven decision-making
- Excellent communication across all levels of an organization
- Ability to balance empathy with accountability
Education: Bachelor's degree in Business Administration or related field (Master's or MBA strongly preferred)
You'll excel in this role if you:
- Lead with intentionality, prioritizing team development and well-being
- Take ownership of both wins and challenges
- Stay proactive rather than reactive
- Build trust and drive accountability across teams
Navigate complexity with clarity and composure
