Elite Operations Professional providing operational support and world - class customer service at Cetera Financial Group. Handling a variety of tasks including account processing and customer inquiries.
About the role
- Director of Operations at Passport managing operational functions across Payment Operations, Support Services, and Managed Services. Ensuring quality and efficiency in a growing customer-focused technology platform.
Responsibilities
- Own and lead centralized operational functions across Payment Operations, Support Services, and Managed Services.
- Provide direct leadership to operational managers and team leads, including Payment Operations and Support Services, and oversight of third party managed service providers.
- Define and execute the strategy for in housing operational capabilities currently delivered by third parties where it improves cost, quality, control, or risk posture.
- Establish clear ownership, accountability, and escalation paths across all operational workflows impacting payments, customer support, and service delivery.
- Drive service maturity through standardization, automation first thinking, and adoption of measurable service management practices across all operational teams.
- Own incident, problem, and knowledge management processes related to operational services, ensuring issues are resolved quickly, root causes are addressed, and learnings are institutionalized.
- Serve as the senior escalation point for complex or high impact operational issues, balancing client impact, financial risk, regulatory considerations, and internal constraints.
- Partner closely with Engineering and Product to ensure operational readiness for new features, platform changes, and payments capabilities.
- Define and track operational KPIs related to service quality, throughput, efficiency, accuracy, risk, and scalability, and provide regular reporting to executive leadership.
- Lead vendor management for operational service providers, including performance oversight, contract evaluation, and cost optimization.
- Develop and grow operational leaders and individual contributors through clear expectations, coaching, and career pathing.
- Continuously assess tools, systems, and processes supporting operations, including the responsible application of AI and automation, to drive measurable improvements aligned with company growth and platform evolution.
Requirements
- Proven experience leading complex operational teams in a SaaS, payments, fintech, or government technology environment.
- Demonstrated ability to centralize and scale operational functions across multiple disciplines and stakeholders.
- Strong operational and technical acumen with the ability to understand how systems, processes, and people interact at scale.
- Experience managing third party vendors and transitioning services in house or to 3rd parties when appropriate.
- Ability to operate effectively in high accountability, high impact environments where reliability and accuracy are critical.
- Excellent communication skills with the ability to engage deeply with technical teams and clearly with executive leadership.
- Strong process orientation with a continuous improvement mindset and bias toward measurable outcomes.
- Experience partnering closely with engineering and product teams to support platform delivery and operational readiness.
- Superior organizational, prioritization, and execution skills.
- Bachelor’s degree required. An advanced degree is a plus.
Benefits
- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
Infrastructure Ops Engineer at CIAL Dun&Bradstreet developing and deploying robust CI/CD infrastructure. Collaborating with international teams to meet technical and security needs.
Operations Manager overseeing onsite operational and technical service delivery for a Medicaid PBM program in Boston, MA. Ensuring compliance, efficient operations, and stakeholder communications.
Administrative Hearing Officer conducting hearings for the Department of Children & Families, ensuring legal requirements fulfillment and decision creation based on case facts.
Park Ranger supporting operations and visitor services at The Ridge Environmental Education and Event Center. Responsibilities include maintenance, guest assistance, and protection of park resources.
Agricultural Technician II with Florida Department of Agriculture performing pest management and survey duties. Engaging in field diagnostics and regulatory activities for plant protection.
Government Operations Consultant II managing contracts in Chronic Disease Prevention for Florida Department of Health. Ensuring compliance and providing administrative oversight in contract actions.
Biological Scientist I assisting Division of Plant Industry with specimen collections and conservation. Involves sorting, processing, and digitizing samples for research use.
Team Leader supervising call center associates at Concentrix. Ensuring performance metrics are met through coaching and accountability in a customer service environment.
Team Leader managing call center associates at Concentrix. Focusing on performance metrics, coaching, and ensuring contractual service levels are met.