Sr. Director of Operational Excellence

We believe in a world where growth thrives across borders and cultures.  As an EOR, Atlas employs people to work for companies anywhere in the world.  Before we came along, the only businesses offering a similar solution were essentially brokers. They’d outsource your HR and payroll services to third-party providers in different countries. Today, we’re the only 100% Direct EOR in the world, partnering with clients to get to market 82% faster, at a reduced cost, and with lower risk through local expertise in over 160 countries. 

 

Atlas technology powers the idea that companies can employ whoever they want, wherever they are in the world. Through our cloud-based platform, we deliver the Human Resources infrastructure that underpins international growth, leaving companies free to focus on the strategy that makes it happen. We partner with our clients through their international life cycle from the first dip in the global pool until the moment it’s time to set up their own entities and run payroll. Atlas is here from point A to point Z.

 

The future of work is borderless, and so are we. So, it helps that our people are located around the globe — in the US, UK, India, China and beyond — and speak 90+ languages. Diversity and inclusion are at our core. 

 

Atlas invests in Environment, Social and Governance initiatives through our impact program.  Impact is central to our vision as a business and at the heart of our culture. Through impact we are addressing our environmental impact for society, for the planet and for our long-term success.  Employee wellness, diversity and charitable activities are at the core of our social responsibility.  Impact ensures Corporate Governance operates ethically and responsibly while preserving our customers and employees’ trust.

As the Sr. Director of Operational Excellence, reporting to the Chief Operating Officer, you will play a pivotal role in ensuring the effectiveness and efficiency of our internal operations and client-facing teams. You will be a key member of our leadership team. You will be accountable for leading change throughout the company by collaborating with all functional business units to create a culture of continuous improvement and accountability. Key focus areas include growth of EBITDA through improvements in process, productivity, service delivery, and ancillary activities such as tracking KPIs and adherence to policy, new technology rollouts to the business and our clients, and SOP standardization.  

Your primary responsibilities will revolve around managing multiple teams dedicated to service delivery excellence, overseeing data management processes and conducting data analytics tied to client success metrics, developing business requirements to drive technology initiatives, ensuring process and procedure adherence, and leading workforce planning initiatives. This position requires strong leadership skills, cross-functional collaboration, a high level of change management experience, client presentation skills, and a deep understanding of operational processes within a technology-driven environment.  

Key Responsibilities: 

1. Team Enablement 

• Provide guidance and support to team leaders to ensure alignment with company objectives and performance goals. 
• Lead and mentor multiple teams responsible for training new and existing employees on product and role readiness. 
• Foster a collaborative and high-performance culture within the Client Operations function. 

1. Data Management and Analytics: 

• Oversee data management processes, including utilizing tools such as HubSpot, to ensure accuracy, completeness, and integrity of client-related data. 
• Conduct data analytics to derive insights on client success metrics, case volume trends, and other key performance indicators. 
• Use data-driven approaches to identify opportunities for process improvements and operational efficiencies. 

1. Cross-Functional Collaboration: 

• Work closely with sales, account management, and product development teams to ensure seamless coordination and alignment of client operations with overall business objectives. 
• Collaborate with all functions to optimize workflows and streamline processes across departments. 
• Act as a liaison between client operations and other departments to facilitate communication and drive cross-functional initiatives. 

1. Workforce Planning: 

• Develop and implement workforce planning strategies to ensure adequate staffing levels and optimize resource allocation. 
• Analyze staffing needs based on projected workload, business priorities, and growth projections. 
• Proactively identify recruitment needs and participate in the hiring process for client operations roles.