As the Director of Shared Services, this person will lead our Program & Analytics, and Learning & Development efforts across our operations, overseeing two teams with distinct, but mutually supportive, objectives.

Our Program & Analytics team enables continuous improvement in our operations and the accomplishment of our teams’ strategic goals. The team’s primary responsibilities include dataset development, analysis and insight development, reporting, process development for quality and efficiency improvements, labor capacity planning, tactical partnership with Product & Engineering on implementation, and systems administration & maintenance for tools unique to our operating teams.

Our Learning & Development team equips our teammates with the necessary skills and knowledge to perform their job roles safely, effectively, and efficiently. The team’s primary responsibilities include identifying and determining priority training needs across operations, developing training modules to support process and product implementation, knowledge management of processes within our operations, creating ongoing knowledge assessments, and tracking and reporting Learning and development performance across operations.

Together, these two teams drive the continuous improvements we seek in our operations and ensure leaders and teammates are prepared to execute the daily tasks at hand in support of our operational strategy.
This person will own and lead the team’s collective efforts to enhance our operations, prioritize workstreams, and ensure the well-being, engagement, and development of teammates. This person will review the outputs of our operational performance, and dive deep into the inputs to identify areas of opportunity and potential solutions. This person will lead strategic projects that create outsized impacts on the organization across functional teams and relentlessly focus on developing our capabilities.

This role will report directly to the Vice President of Business Operations and will partner with our operating, central policy, data science, and product teams, as well as senior leadership throughout the organization.

• Elevating your team’s performance and skills to meet the needs of our operations, while always ensuring the well-being, engagement, and development of your teammates
• Leading the development and maintenance of performance reports for our operating teams
• Leading the review, analysis, and development of data-driven insights that elevate our operating teams’ quality and performance through manual processes and product development
• Leading the development of tactical processes that enable the accomplishment of strategic objectives
• Partnering with operating teams to implement processes and program-related plans that improve experience, performance, and quality
• Partnering with our Product team on the tactical implementation of new product features and systems
• Partnering with our Decision Intelligence team to deep-dive insights and build high-impact solutions
• Developing and refining our Learning & Development objectives and strategy to accomplish them
• Partnering with cross-functional leaders to ensure Learning and development objectives are accomplished by their teams and that communication channels are maintained to share feedback, questions, and concerns
• Leading strategic projects that create outsized impacts on the organization across functional teamsPrioritizing, communicating, and coordinating the execution of cross-functional projects across operations

• Demonstrated passion for driving operational change that improves efficiency and teammate engagement
• 12+ years of progressive experience in operating, consulting, and/or finance roles, including team leadership
• Expertise in SQL and Excel/Google Sheets (will be tested during the interview process)
• Demonstrated track record of continuous improvement and improved operating team performance
• First principles approach to building and implementing processes, working directly with frontline teammates
• Analytical rigor and ability to communicate complex issues in clear, succinct, and digestible ways
• Strategic acumen that enables the development of tactical-level changes to support strategic objectives
• Ability to communicate effectively across all levels of the organization and build trust
• Experience working directly with and/or leading Learning & Development teams
• Deep passion for identifying gaps in understanding and building solutions to improve
• Strong commitment to cross-functional partnership as the means to successfully build improvements