Sr. Director, Operations Communications (Remote)

The Sr. Director, Operations Communications is a strategic and operational leader responsible for overseeing all aspects of print and digital communications delivery. Reporting to the Managing Director of Shared Services, this role ensures the seamless execution of Operations communication events, including tax forms, statements, and client notifications. The Senior Director leads cross-functional planning for peak service periods, drives operational excellence, and aligns communication strategies with business objectives.

 

 

Duties & Responsibilities:

 

• Responsible for all print production events - statements, tax forms, letters, postcards, and messaging, both hard copy and e-delivery streams.
• Responsible for all internal coordination and planning related to peak season and key service delivery events, including annual planning and preparation, coordinating across multiple functions to ensure success and business readiness, and execution to plan.
• Ensure achievement of short-term objectives while implementing strategies to achieve long term goals that generate value through revenue growth, improved client experience, and operational efficiencies to support continuous growth.
• Aware of competitors, the market, expansion opportunities and new industry standards and development. Apply insights into external competitive landscape in all aspects of decision making.
• Manages the financial performance of the business, ensuring alignment with organizational financial objectives to achieve company financial goals.
• Influences company business development strategy by partnering directly with Service Delivery teams, vendors and vendor management, product, development, infrastructure, and marketing.

 

Supervisory Responsibilities:

 

• Provides strategic direction and leadership to team members, fostering a positive and inclusive corporate culture.
• Manages the full lifecycle of talent acquisition, including recruiting, interviewing, hiring, and onboarding new employees.
• Oversee daily departmental operations, ensuring efficiency and alignment with organizational goals.
• Delivers timely and constructive performance feedback, supporting employee development and continuous improvement.

 

Qualifications

Education & Experience:

• 10+ years of leadership experience, including 5+ years overseeing operational divisions.
• Bachelor’s degree in business, data science, communications, or related field.
• Demonstrated success in managing third-party vendor relationships, ensuring consistent achievement of KPIs and SLAs.
• Foundational knowledge of Six Sigma and Lean Six Sigma methodologies, with a strong track record of leading division-wide change initiatives.
• Ability to develop and leverage operational metrics to inform strategic decisions and drive execution.
• Experience in producing and executing 1–3-year strategic plans focused on operational transformation.
• Exceptional written and verbal communication skills, with a focus on collaboration and facilitation.
• Hands-on experience with technology platforms including CRM systems, Optical Character Recognition (OCR), Robotic Process Automation (RPA), and Business Process Management (BPM) solutions.

Skills & Abilities:

• Ability to build and motivate high performing teams
• Strategic leader who can align people and processes to meet business goals
• Uses data to drive decision making
• Understands the importance and skilled at bringing together key stakeholders
• Proficiency leading organizational and process management

Other Requirements:

• Travel approximately 20%
• Prolonged periods of sitting at a desk and working on a computer