Senior Director of Operations

Yulista Holding LLC

Regular

PRIMARY FUNCTION

The Senior Director of Operations serves as an operational leader for the Group, providing hands-on leadership, guidance, and support across multiple subsidiary companies and sites. Reporting directly to the Group President, this role functions as a trusted advisor, mentor, and problem-solver who bridges the gap between executive leadership and site operations.

This individual is a visible and accessible leader who travels to subsidiary locations as needed, stepping in to address operational challenges, resolve employee and customer issues, and ensure each site is performing effectively. The Senior Director of Operations works to ensure consistency, accountability, and a culture of excellence across all subsidiaries within the Group.

ESSENTIAL FUNCTIONS

• Serve as the primary operational resource for all subsidiary sites within the Group, ensuring each location has the leadership support, tools, and guidance needed to meet performance expectations.
• Act as a first-responder to operational issues, traveling to sites as needed to assess situations, provide direction, and implement solutions in a timely manner.
• Identify operational gaps or inefficiencies across subsidiaries and work collaboratively with site leadership to develop and implement corrective actions.
• Monitor site operations on an ongoing basis, escalating critical issues to the Group President and coordinating with appropriate support functions to resolve them.
• Serve as a mentor and coach to Program Managers across the Group's subsidiaries, supporting their professional growth, decision-making capabilities, and leadership effectiveness.
• Provide guidance to Program Managers on contract performance, customer relations, team management, and day-to-day operational challenges.
• Foster a culture of accountability, continuous improvement, and mission-focused execution across all program management personnel.
• Identify development opportunities and recommend training, stretch assignments, or other growth initiatives for Program Managers and site leaders.
• Serve as a key point of contact for customer escalations, working to resolve concerns professionally and preserving strong, long-term customer relationships.
• Represent the Group in meetings with customers, partners, and stakeholders as directed by the Group President.
• Ensure customer commitments are understood and met at the site level, monitoring performance against contract requirements and expectations.
• Partner with Human Resources to address employee relations issues, including performance concerns, workplace conflicts, and conduct matters across subsidiary sites.
• Support site leadership in navigating complex employee situations with professionalism, fairness, and consistency in line with company policy.
• Contribute to workforce planning, onboarding support, and retention efforts across the Group.
• Reinforce a positive, inclusive, and mission-driven work environment at all locations.
• Collaborate with subsidiary Presidents, quality, operations leads, HR, finance, contracts, and other support functions to ensure integrated and aligned operations across the Group.
• Serve as a liaison between subsidiary leadership and the Group President, ensuring timely and accurate communication on operational status, challenges, and opportunities.
• Support the implementation of company-wide initiatives, policies, and process improvements at the site level.
• Coordinate with the YHL and shared services teams as needed to address resource, compliance, or administrative needs.
• Provide regular operational status updates to the Group President, summarizing site performance, open issues, and key risks.
• Ensure consistent and transparent communication flows between sites, the Group, and YHL.

SUPERVISORY RESPONSIBILITIES

This position may have direct supervisory responsibility over select operational staff within the Group. Supervisory duties may include timesheet approvals, annual performance reviews, goal-setting and objectives for employee growth, salary recommendations, PTO approvals, addressing performance issues, and other administrative duties as required. This role also carries significant informal leadership responsibilities, mentoring Program Managers and site leaders who may not directly report to this position.

KNOWLEDGE, SKILLS, & ABILITIES:

• Demonstrated ability to lead through influence, building trust, credibility, and followership without relying solely on direct authority.
• Strong interpersonal and communication skills, with the ability to effectively engage employees, customers, and executives at all levels of the organiza