Operations Director

The Role Overview

As Operations Director, youll lead the team that makes our member partnerships work. Youll oversee our Partnership Managers, set the strategic direction for how we deliver service, and make sure were consistently showing up as the best version of Athena. This is a leadership role where youll balance big-picture thinking with hands-on problem-solving, stepping in when partnerships need senior attention and coaching your team to get better every day.

What Youll Do

Lead the partnership management team

• Provide leadership and direction to 10-15 Partnership Managers, ensuring alignment with Athenas strategic objectives and service standards
• Mentor and coach senior staff, fostering a high-performance team culture
• Set clear expectations and hold your team accountable for delivering exceptional service
• Prioritize the well-being and development of team members
• Take responsibility for your teams actions, performance, and impact on the organization
  
  

• Develop and implement strategic plans to enhance operational efficiency and service delivery
• Ensure every client interaction meets Athenas high standards
• Monitor and evaluate the effectiveness of strategies, making adjustments as necessary
  
  

• Oversee management of client relationships across the portfolio, ensuring high levels of satisfaction and retention
• Actively assess partnership health and proactively address issues before they become escalations or lead to churn
• Act as senior point of contact for complex escalations, resolving problems diplomatically
  
  

• Monitor, analyze, and drive performance metrics for the operations department
• Track key trends and use data to make informed strategic decisions
• Identify whats working, whats not, and adjust strategies accordingly
• Provide guidance and support to ensure all team members meet or exceed performance expectations
  
  

• 7-10+ years in senior management within a service-oriented industry
• Substantial experience managing teams, quality assurance, and client relations
• Proven track record in strategic planning and performance management
• Deep experience with process optimization and operational improvements
• History of successfully managing complex client escalations and preventing churn
  
  

• Strategic thinking with the ability to translate vision into action
• Advanced coaching and mentoring abilities for senior staff
• Strong analytical skills and comfort with data-driven decision-making
• Excellent communication across all levels of an organization
• Ability to balance empathy with accountability
  
  

• Lead with intentionality, prioritizing team development and well-being
• Take ownership of both wins and challenges
• Stay proactive rather than reactive
• Build trust and drive accountability across teams
• Navigate complexity with clarity and composure