Director of Operations - SAAS

Role Overview

Operational Leadership & Governance

• Establish and drive a
• structured operating cadence
• (weekly reviews, monthly reporting, quarterly planning)
• Translate leadership strategy into
• execution plans with clear ownership and timelines
• Drive accountability through
• structured governance and decision-making frameworks

Multi-Country Operations Management

• Oversee operations across
• multiple geographies and business units
• Build scalable
• country-level operating models
• including P&L visibility and reporting
• Ensure alignment between regional teams and central leadership

Performance Management & Analytics

• Design and implement
• KPI dashboards
• across product, commercial, and operations
• Track
• unit economics, cost structures, revenue performance, and operational efficiency
• Drive a
• data-driven culture
• supporting decision-making at leadership level

Vendor & Partner Management

• Manage strategic
• technology vendors and external partners
• Lead
• vendor governance frameworks, SLAs, and performance monitoring
• Drive
• transition and in-housing initiatives
• where required

Process & Infrastructure Development

• Build and standardize core processes including:
• Customer onboarding
• Service delivery / implementation
• Incident management
• Procurement and approvals
• Drive
• automation and process optimization
• to improve efficiency

Commercial Operations Support

• Support business teams with
• operational frameworks for sales and delivery
• Build and manage
• deal desk, pricing governance, and contract execution processes
• Ensure seamless
• post-sales execution and customer success alignment

Risk, Compliance & Continuity

• Establish
• risk management frameworks and incident response protocols
• Ensure compliance with
• regional regulations and data protection standards
• Maintain
• business continuity and operational resilience plans

Leadership & Team Development

• Build and lead a
• high-performing operations team
• Foster a culture of
• accountability, execution excellence, and continuous improvement
• Partner with senior stakeholders across functions

Key Requirements

• 12+ years of experience in
• operations leadership roles
• Proven experience in
• technology, SaaS, or platform-driven businesses
• Strong exposure to
• multi-country or regional operations
• Demonstrated experience in:
• **P&L management and financial oversight**
• **KPI frameworks and performance tracking**
• **Vendor management and partner ecosystems**
• Experience in
• high-growth or scaling environments
• preferred
• Strong stakeholder management and leadership capability

Core Competencies

• Execution excellence and structured thinking
• Strong commercial and financial acumen
• Data-driven decision-making
• Cross-functional leadership
• Vendor and stakeholder management
• Ability to operate in complex, ambiguous environments

Success Metrics

• Establishment of operating cadence and governance frameworks
• Implementation of KPI dashboards and performance tracking systems
• Standardization of core operational processes
• Improved operational efficiency and cost optimization
• Alignment across regional teams and business functions