Director of Strategic Operations Initiatives – Absence

Role Overview

• Own end-to-end execution of strategic initiatives that reimagine employee experience through digital, real-time, OMNI channels (web, mobile, IVR, chatbot).
• Lead the modernization of legacy, manual processes through intelligent automation, including AI, OCR, RPA, and straight-through processing.
• Translate future-state strategies into executable plans, funding cases, go to market strategies, and governance models.
• Lead initiatives from early concept and business case through implementation, adoption, and value realization.
• Act as the accountable delivery lead for complex, high-visibility programs with material operational and experience impact.
• Partner with Product & Technology and Operations to scale automation responsibly, improving speed, accuracy, and compliance while reducing unit cost and dependency on manual effort.
• Execute the Right Work | Right Role | Right Time workforce model by:
• Defining clear role segmentation
• Ensuring seamless OMNI handoffs when digital resolution is not possible
• Partner with Operations, HR, and Finance to align workforce design, training, and capacity planning to the future-state model.
• Support reinvestment of automation savings into higher-value specialist roles and experience improvements.
• Establish and operate strong program governance, escalation paths, and executive reporting mechanisms.
• Act as a trusted partner to senior leaders, providing clear insights, decision support, and execution intelligence.
• Track and report benefits realization, ensuring value is sustained post-implementation.

Requirements

• Bachelor’s degree required, preferably in Business, Operations, or a related field; MBA or advanced degree preferred
• Professional certifications such as PMP, Lean Six Sigma, Agile, or similar delivery credentials preferred
• 7+ years of experience leading enterprise transformation, strategic initiatives, program delivery, or operational modernization
• Demonstrated success executing complex, cross-functional initiatives in regulated, highly complex, and fast-paced environments
• Strong experience with digital transformation, automation, and operating-model redesign
• Proven ability to lead through ambiguity, manage escalations, and deliver results under pressure
• Exceptional executive communication, governance, and stakeholder-management skills
• Hands-on experience with AI, OCR, workflow orchestration, or intelligent automation platforms preferred
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)

Tech Stack

• PMP
• RPA

Benefits

• health insurance
• retirement plans
• paid time off
• flexible work arrangements
• professional development