Director, Certification Operations and Experience

At LegitScript, we are passionate about making the internet and payment ecosystems safer and more transparent. We help companies of all sizes keep their services legal and safe for consumers. To do this, LegitScript combines big data with the world’s leading team of experts skilled in highly regulated and complex sectors, including transaction laundering detection, pharmaceuticals, online gambling, and more.

The result? Unmatched accuracy and deep risk analysis that identifies which commercial entities play by the rules, and which do not. Our diverse industry partnerships provide unique insights that keep businesses and governments at the forefront of emerging trends. That’s why LegitScript is trusted by the world's largest search engines, internet platforms, payment companies, and regulatory agencies.

Overview:

The Director of Certification Operations & Experience leads the successful execution and continual improvement of LegitScript’s Certification programs, overseeing the full delivery lifecycle with a focus on both operational excellence and outstanding client experience. This role brings together strategic execution, cross-functional team leadership, and a deep understanding of what it takes to scale complex, compliance-driven services. As a leader, the Director is accountable for results, relationships, and service quality — delivering high-impact outcomes across Policy, Client Relations, and Analyst Operations.

This position is ideal for a strong operator who is also passionate about crafting a consistent, scalable, and customer-centered experience that drives retention, trust, and growth.

What You'll Do:

• Deliver best-in-class Certification outcomes by leading day-to-day operations across Policy, Client Relations, and Analyst teams.
• Own the end-to-end Certification delivery process, ensuring services are executed efficiently, at scale, and with consistent quality.
• Drive client-facing experience strategy, collaborating with internal teams to deliver clear, empathetic, and high-value interactions across all customer touchpoints.
• Translate strategic goals into operational plans, ensuring delivery and experience KPIs align with broader business objectives.
• Own revenue delivery on Certification pipeline, ensuring operational excellence and client experience drive predictable and sustainable revenue outcomes.

• Scale operations by implementing efficient delivery models, automation, and team structures to meet demand without sacrificing quality or client satisfaction.
• Continuously assess team and system performance, identifying opportunities for service improvement, automation, and cost-efficiency.
• Serve as a key partner to Product and Engineering, contributing to product-market fit, roadmap prioritization, and design decisions informed by service delivery and user feedback.
• Manage key internal and external stakeholder relationships to ensure cross-functional alignment and drive strategic outcomes.
• Create a culture of accountability and continuous improvement, mentoring team leaders and enabling staff to grow in subject matter expertise and client-facing excellence.
• Represent the business publicly, participating in webinars, conferences, and other events that position LegitScript as a leader in compliance and certification.
• Serve as a player-coach by balancing strategic leadership with hands-on execution, stepping in to directly contribute when needed to drive outcomes and model high-performance standards for the team.

What You'll Bring:

• 5+ years in a leadership role overseeing client-facing support, service, or operational delivery. While experience in certification or compliance is preferred, we welcome candidates with a strong track record of leading service-based operations in complex or regulated industries.
• Proven ability to lead cross-functional teams and scale complex services in a dynamic, regulated industry
• Demonstrated experience in both operational efficiency and client satisfaction
• Deep understanding of experience design principles, customer lifecycle, and continuous service improvement
• Analytical mindset with a track record of using data to inform decisions and improve outcomes
• Excellent communicator and collaborator, capable of influencing across levels and dep