Director, Growth Programs Operations

JOB SUMMARY:The Director of Growth Programs Operations serves as a leader responsible for driving operational excellence, long-term strategic direction, and organizational effectiveness within the Growth Programs. This role bridges strategy and execution-translating enterprise goals into scalable operational frameworks, process improvements, and measurable outcomes. This individual will lead enterprise-wide strategic planning, identify growth opportunities, evaluate market trends, and partner with executive leadership. The role requires a visionary thinker with strong analytical capabilities, business acumen, and the ability to influence at all levels of the organization. The ideal candidate combines a proven track record leading a client success team, deep operational acumen, data-driven decision-making, and strategic foresight to elevate performance across the organization.

JOB ROLE AND RESPONSIBILITIES:

Strategic Planning & Execution

• Advise leadership on the strategic processes and metrics for the Client Success and Sales teams to drive engagement and value with our clients, ensuring alignment with Growth and corporate goals.
• Translate strategic objectives into actionable initiatives, metrics, and key performance indicators (KPIs).
• Monitor and report on progress toward strategic goals, providing insights and recommendations to senior leadership.
• Identify and prioritize opportunities for growth, efficiency, and client satisfaction.
• Partner with leaders across Finance, Operations, Marketing and Product to support cross-functional initiatives and scalable solutions.

Operational Leadership

• Design and implement business processes and operational frameworks that enhance team productivity and client experience using tools such as Gainsight, Salesforce, etc.
• Lead continuous improvement initiatives focused on process automation, workflow optimization, and service delivery excellence.
• Leverage business analysis methodologies to assess requirements, streamline operations, and reduce operational risk.
• Collaborate with IT, Growth Operations and systems teams to ensure tools, data, and analytics effectively support the Growth Org goals.
• Ensure compliance with company policies and applicable regulations, including HIPAA.

Team & Change Management

• Lead and develop a high-performing team and foster a culture of accountability, agility, and innovation.
• Drive change management strategies that align with organizational transformation and business growth.
• Partner with HR and leadership to develop workforce planning, training, and performance programs. Identify training and education needs within the Client Success and Growth teams and assist in developing the programs/curriculum to address the gaps.
• Champion collaboration and transparency across departments, ensuring consistent communication and alignment.

Client Experience & Stakeholder Engagement

• Partner with Sales, Operations and Client Success leadership to identify client pain points and design solutions that enhance satisfaction and retention.
• Provide thought leadership on client and team trends, market shifts, and operational best practices.
• Participate with Growth Org Leaders in executive-level discussions, quarterly business reviews, and cross-functional planning sessions.

Analytics & Performance Management

• Develop and oversee dashboards, KPIs, and reporting mechanisms to measure team and organizational performance.
• Analyze business operations to identify trends, risks, and opportunities for optimization.
• Utilize financial modeling and data analysis to support decision-making, capacity planning and resource allocation.
• Serve as administrator for tools such as Gainsight, Qualtrics, etc and develop respective dashboards and metrics tracking.

JOB SCOPE: This role operates with a high degree of autonomy and strategic influence. The Director exercises independent judgment to shape strategic direction, oversee operations across multiple teams, and make decisions impacting client experience, staff management, and cross-departmental alignment. This individual has direct influence over departmental strategy, staffing, and operational priorities and acts as a key advisor to executive leadership on matters of strategy, transformation, and business performance.