Director, Operations Strategy & Performance

Job Title: Director, Operations Strategy & Performance
Location: Atlanta, GA (Hybrid)
Engagement: 18-Month Contract

Role Overview
We are seeking a senior operations and business transformation leader to support a major US CRM transformation and drive cross-functional integration across Sales, Service, Billing, and Operations Support.

Reporting to the SVP of Operations Delivery, this individual will lead the business side of the CRM transformation, align business requirements and priorities, resolve cross-functional dependencies, and provide executive-level insights and recommendations to support decision-making.

Key Responsibilities

• Lead the Operations Delivery business workstream for the CRM transformation, consolidating and prioritizing requirements across multiple business functions.

• Drive cross-functional alignment on business processes, customer journeys, operating models, roles, workflows, controls, and data requirements.

• Coordinate business decisions, resolve dependencies, manage risks, and escalate strategic issues to executive leadership.

• Oversee consolidated business readiness, including people, processes, data, communications, training, and implementation.

• Track CRM adoption, operational performance, and realization of expected business benefits.

• Integrate operational, customer, financial, risk, and transformation insights into actionable recommendations for senior leadership.

• Establish governance, roadmaps, and leadership forums to align priorities, milestones, and transformation activities.

Required Qualifications

• Significant experience in senior operations leadership and cross-functional integration, ideally within insurance, financial services, or another regulated industry.

• Proven experience leading the business side of a major CRM, digital, or technology-enabled transformation.

• Strong expertise in business requirements, operating-model design, implementation readiness, adoption, and benefits realization.

• Demonstrated ability to influence senior business and technology stakeholders without direct reporting authority.

• Strong analytical, commercial, problem-solving, governance, and executive communication skills.

Additional Details: This is a senior individual-contributor role with no direct reports. Functional Directors retain ownership of their respective teams and operations, while this position focuses on business transformation leadership, enterprise integration, and executive decision support.