Director of Operations - SAAS

About This Role

Role Overview

We are seeking a high-impact Director of Operations to lead and scale multi-country operations across a technology-driven business. This role will be responsible for translating strategic objectives into structured execution, establishing operating discipline, and driving cross-functional alignment across product, technology, and commercial teams.

Key Responsibilities

Operational Leadership & Governance

• Establish and drive a structured operating cadence (weekly reviews, monthly reporting, quarterly planning)
• Translate leadership strategy into execution plans with clear ownership and timelines
• Drive accountability through structured governance and decision-making frameworks

Multi-Country Operations Management

• Oversee operations across multiple geographies and business units
• Build scalable country-level operating models including P&L visibility and reporting
• Ensure alignment between regional teams and central leadership

Performance Management & Analytics

• Design and implement KPI dashboards across product, commercial, and operations
• Track unit economics, cost structures, revenue performance, and operational efficiency
• Drive a data-driven culture supporting decision-making at leadership level

Vendor & Partner Management

• Manage strategic technology vendors and external partners
• Lead vendor governance frameworks, SLAs, and performance monitoring
• Drive transition and in-housing initiatives where required

Process & Infrastructure Development

• Build and standardize core processes including:
• Customer onboarding
• Service delivery / implementation
• Incident management
• Procurement and approvals
• Drive automation and process optimization to improve efficiency

Commercial Operations Support

• Support business teams with operational frameworks for sales and delivery
• Build and manage deal desk, pricing governance, and contract execution processes
• Ensure seamless post-sales execution and customer success alignment

Risk, Compliance & Continuity

• Establish risk management frameworks and incident response protocols
• Ensure compliance with regional regulations and data protection standards
• Maintain business continuity and operational resilience plans

Leadership & Team Development

• Build and lead a high-performing operations team
• Foster a culture of accountability, execution excellence, and continuous improvement
• Partner with senior stakeholders across functions

Key Requirements

• 12+ years of experience in operations leadership roles
• Proven experience in technology, SaaS, or platform-driven businesses
• Strong exposure to multi-country or regional operations
• Demonstrated experience in:
• P&L management and financial oversight
• KPI frameworks and performance tracking
• Vendor management and partner ecosystems
• Experience in high-growth or scaling environments preferred
• Strong stakeholder management and leadership capability

Core Competencies

• Execution excellence and structured thinking
• Strong commercial and financial acumen
• Data-driven decision-making
• Cross-functional leadership
• Vendor and stakeholder management
• Ability to operate in complex, ambiguous environments

Success Metrics

• Establishment of operating cadence and governance frameworks
• Implementation of KPI dashboards and performance tracking systems
• Standardization of core operational processes
• Improved operational efficiency and cost optimization
• Alignment across regional teams and business functions