Director of Operations – Vendor Compliance

Role Overview

• Own the compilation, analysis, and visualization of operational data building Tableau dashboards and reporting frameworks to identify opportunities, monitor KPIs, and support executive decision making.
• Deliver actionable insights to executive leadership, ensuring data informs daily execution and long-term strategy.
• Advanced ability to manipulate, clean, and interpret large datasets; experience with BI tools (Tableau, Looker, Power BI) and proficiency in SQL or other query languages strongly preferred. Must be able to build dashboards and explain analytical reasoning in detail.
• Serve as the VP’s operational extension—taking tactical execution and operational oversight off their plate.
• Drive cross-functional priorities with discipline, ensuring initiatives are executed with rigor and leadership bandwidth is preserved.
• Lead a distributed team of managers and supply specialists, ensuring leaders under you are aligned, supported, and held accountable.
• Set clear expectations, track performance, and consistently drive improvement against KPIs for productivity, efficiency, and SLA attainment.
• Identify and execute strategies to improve operational efficiency and margin attainment, including new tools, automation, and process redesign.
• Drive initiatives focused on reducing service failures and improving provider capacity through rigorous data analysis and continuous improvement.
• Build region-specific margin strategies through cross-functional collaboration with Service Operations and Data Science.
• Strengthen pricing integrity controls to ensure vendor pricing aligns with market standards and supports wholesale margins.
• Provide senior leadership to the compliance function, ensuring vendor adherence to company policies, contractual obligations, and operational standards.
• Oversee programs to strengthen delivery reliability and risk management.

Requirements

• 8+ years of experience leading operations in high-volume service delivery, dispatching or contact center environments ideally within transportation, mobility, or other complex service industries where compliance, customer satisfaction, and vendor management are critical. The ideal candidate will have worked in vendor management in a 2 sided marketplace.
• Proven success managing frontline leaders and large teams in high-volume, high-stakes environments.
• Advanced ability to compile, analyze, and visualize data using Tableau, Excel, and Google Sheets—capable of building dashboards and reporting independently without reliance on a dedicated analyst.
• Strong track record of driving manager performance and holding teams accountable to KPIs.
• Ability to balance strategic vision with tactical execution, rolling up sleeves when needed to solve problems, build processes, and drive results.
• Vendor-facing communication and escalation management skills with executive presence.
• Highly organized, data-driven, and comfortable making decisions under pressure while managing both short-term problem-solving and long-term process improvements.

Tech Stack

• SQL
• Tableau

Benefits

• Remote-First Flexibility: Work from anywhere we hire, with built-in flexibility. U.S.-based employees may reside in any of our 19 approved states.
• Comprehensive Health & Wellness: Medical, dental, and vision insurance, mental health support, virtual care, gym discounts, and family-building benefits. In the U.S., we cover 100% of premiums for employees. International benefits align with local standards.
• Time Off to Recharge: Paid time off so you can truly unplug. U.S.: 15 PTO days (increasing to 20 after 2 years) + 8 paid holidays. International policies vary by country.
• Financial Peace of Mind: Company-paid life, short-term, and long-term disability insurance where available.
• Performance-Driven Culture: Join a fast-moving, ambitious, and collaborative team that wins together.
• Referral Rewards: Earn bonuses for bringing top talent to the team.
• Planning for the Future: Long-term financial planning support. U.S.: 401(k) plan. International: region-specific savings programs where applicable.
• Top-Tier Tech: Choose a Mac or PC, plus monitor, keyboard, and mouse to hit the ground running.