Senior Director of Operational Excellence & Insights

Overview

The Senior Director of Operational Excellence & Insights leads the strategy, execution, and evolution of Operational Excellence across the COO organization. This leader oversees Business Insights, Process Engineering, and AI Enablement, enabling operational teams to make better decisions through data, optimize end-to-end processes, apply AI and automation at scale, and deliver scalable improvements that enhance customer and business outcomes.

Supporting Customer Onboarding, Customer Success, Customer Care, and Service and Fulfillment Operations, this role serves as a strategic partner to executive leaders by identifying opportunities to improve efficiency, quality, teammate experience, and customer outcomes through analytics, process redesign, automation, AI-enabled tooling, and operational governance.

The Senior Director establishes the vision, operating model, and prioritization framework for Operational Excellence while building high-performing teams that drive measurable business impact across the enterprise.

Operational Excellence Strategy

• Develop and execute the Operational Excellence strategy aligned to organizational priorities and the COO vision.
• Establish a consistent framework for identifying, prioritizing, and delivering operational improvement initiatives across multiple business functions.
• Serve as a trusted advisor to executive leadership by identifying opportunities to improve operational performance, customer experience, and business scalability.
• Build an Operational Excellence roadmap that balances strategic transformation initiatives with high-impact operational improvements, including AI and automation opportunities.

Process Engineering Leadership

• Lead the Process Engineering function responsible for designing, optimizing, and documenting end-to-end operational processes.
• Establish standards, methodologies, and governance for process discovery, service blueprinting, journey mapping, process documentation, and implementation.
• Drive cross-functional initiatives focused on automation, simplification, standardization, and operational scalability.
• Ensure process improvements are supported by measurable business outcomes and sustainable change management.

Business Insights & Analytics

• Lead the Business Insights organization responsible for delivering actionable analytics, executive reporting, operational dashboards, forecasting, and strategic decision support.
• Foster a culture where data drives operational decision-making across all COO organizations.
• Partner with business leaders to define meaningful KPIs, performance metrics, and operational scorecards that measure organizational health and customer outcomes.
• Translate complex operational data into executive-level insights and strategic recommendations.

AI Enablement

• Lead the AI Enablement function, setting the vision and roadmap for applying AI, machine learning, and generative AI across the COO organization.
• Identify, evaluate, and prioritize opportunities to embed AI and intelligent automation into operational workflows, customer interactions, and decision-making processes.
• Partner with Technology, Data, and Product teams to pilot, scale, and govern AI-driven tools and agentic workflows, ensuring solutions are reliable, explainable, and aligned to business needs.
• Establish governance, risk, and responsible-AI guardrails for tool adoption, including data privacy, model oversight, and human-in-the-loop controls.
• Build AI literacy and capability within Process Engineering and Business Insights teams, embedding AI-assisted analysis and automation into everyday operating practices.
• Track and report the business impact of AI Enablement initiatives, including efficiency gains, quality improvements, and customer experience outcomes.

Cross-Functional Leadership & Execution

• Partner closely with Operations, Product, Technology, Finance, Enablement, and other cross-functional teams to drive enterprise initiatives.
• Lead complex, high-visibility initiatives from opportunity identification through implementation and value realization.
• Establish governance, project intake, prioritization, and portfolio management practices to maximize organizational impact.
• Monitor initiative performance, track realized benefits, and adjust priorities based on evolving business needs.

Organizational Leadership

• Build, mentor, and develop high-performing leaders and teams across Process Engineering, Business Insights, and AI Enablement.
• Foster a culture of curiosity, accountability, innovation, and continuous improvement.
• Create career development pathways, operating standards, and best practices that elevate organizational capability.
• Promote collaboration across teams to ensure insights, analytics, AI-driven tooling, and process improvements are integrated into operational decision-making.

• 10 years of progressive leadership experience in Operational Excellence, Business Operations, Process Improvement, Consulting, Analytics, or related disciplines.
• 5 years leading managers and high-performing cross-functional teams.
• Demonstrated success leading large-scale operational transformation initiatives across multiple business functions.
• Deep experience with process improvement methodologies such as Lean, Six Sigma, Operational Excellence, or Business Process Management.
• Strong understanding of operational analytics, KPI development, dashboarding, and data-driven decision making.
• Experience evaluating and implementing AI, machine learning, or intelligent automation (e.g., RPA, generative AI) to improve operational efficiency and decision-making.
• Experience influencing executive leaders and driving alignment across complex organizations.
• Proven ability to prioritize competing initiatives while balancing strategic objectives with operational execution.
• Exceptional communication, executive presentation, and stakeholder management skills.

Preferred

• Lean Six Sigma Black Belt certification.
• Experience leading Operational Excellence functions within SaaS, fintech, payments, customer operations, or technology organizations.
• Experience with business intelligence and visualization platforms such as Power BI.
• Familiarity with process mapping and collaboration tools such as Lucidchart, Miro, Smartsheet, or similar platforms.
• Experience standing up or scaling an AI Enablement, automation, or intelligent operations function, including vendor evaluation and change management for AI adoption.
• Familiarity with AI/automation platforms such as UiPath, Power Automate, or generative AI tooling (e.g., Copilot, custom LLM applications).

Success in this role is measured by the organization’s ability to improve operational performance and efficiencies through scalable process improvements, actionable business insights, responsible AI adoption, and disciplined execution. This leader will help create and define an Operational Excellence function that is viewed as a trusted strategic partner—one that enables operational leaders to make better decisions, solve complex business problems, and continuously improve the customer and teammate experience through the combined power of process discipline, data, and AI.

About AvidXchange

AvidXchange is a leading provider of accounts payable (“AP”) automation software and payment solutions for middle-market businesses and their suppliers. By trade, we are a technology company, but if you ask anyone who works here, they’ll tell you our people are at the core of who we are. At AvidXchange, mindset is everything. We are Connected as People, Growth Minded, and Customer Obsessed. These three mindsets represent our culture – who we are, who we’ve always been, and they guide us to improve every day. Since our founding in 2000 in Charlotte, NC, we’ve created a company of over 1,500 teammates working across the U.S., or remotely. AvidXchange is proud to be Certified™ as a Great Place to Work®. The prestigious recognition is based on anonymous data from our teammates and makes official what our teammates have known for years – that AvidXchange is a Great Place to Work®. 

Who you are: 

• A go-getter with an entrepreneurial mindset – that means you are not afraid of taking risks, winning big or facing the unknown. 
• Someone who understands that business is people centric. Connecting with others as humans first allows you to develop mutually beneficial working relationships. 
• Focused on making a difference for our customers. AvidXchange exists to help solve complex problems for our customers so we can all realize our potential. 

What you’ll get:  

AvidXchange teammates (we call them AvidXers) get the perks and prestige of a growing tech company paired with the flexibility of a founder-led startup. We help our AvidXers develop as professionals and as human beings, providing work/life balance, development programs, and competitive benefits. At AvidXchange, we are building more than a tech company – we are building an experience. We remain committed to a culture where you can fully be 'you’ – connected with others, chasing big goals, and making a meaningful impact. If you want to help us grow while realizing your potential and creating stories you’ll tell for years, you’ve come to the right place.

AvidXers enjoy:  

• 18 days PTO* 
• 11 Holidays (8 company recognized & 3 floating holidays) 
• 16 hours per year of paid Volunteer Time Off (VTO) 
• Competitive Healthcare 
• High Deductible Heath Plan Option that has $0 monthly premium for teammate-only coverage 
• 100% AvidXchange paid Dental Base Plan Coverage
• 100% AvidXchange paid Life Insurance 
• 100% AvidXchange paid Long-Term Disability 
• 100% AvidXchange paid Short-Term Disability  
• Employee Assistance Program (EAP) - Provides counseling services, legal and financial consultations and health advocacy for Teammates and their eligible dependents
• Onsite Health Clinic with Atrium Health - available to Teammates and their eligible dependents
• 401(k) Match: 100% match on the first 3% of your salary, plus 50% match on the next 2%
• Parental Leave: 8 weeks 100% paid by AvidXchange** 
• Discounts on Pet, Home, and Auto insurance 
• WeeCare Childcare Service: helps teammates find affordable daycare, childcare, and tutors 40% less expensive than traditional daycare centers 
• Perks at Work: free discount program that provides teammates the opportunity to save on items from electronics, movie tickets, car buying, vacations, and more 
• Onsite gym fitness center, yoga studio, and basketball court
• Tuition Reimbursement up to the federal maximum of $5,250***
• Hybrid Workplace Flexibility
• Free parking

*Fully granted from beginning of year, pro-rated if hired mid-year 

**Must be full-time for at least 3 months

***Must be full-time for at least one year 

Equal Employment Opportunity

AvidXchange is an equal opportunity employer. AvidXchange is committed to equal employment opportunity in accordance with applicable federal, state, and local laws. AvidXchange will not discriminate against applicants for employment on any legally recognized basis. This includes, but is not limited to veteran status, race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age and physical or mental disability.