Director, Business Operations - Operational Excellence

<p><strong>Company:&nbsp; tastytrade</strong></p> <p><strong>Role:&nbsp; Director, Business Operations — Operational Excellence</strong></p> <p><strong>Location:&nbsp; Chicago, IL — Hybrid</strong></p> <p><strong>About the Role</strong></p> <p>The Business Operations team at IG North America works on many of the company's biggest opportunities and challenges. We help shape where the company is headed, identify new ways to grow, and make sure the entire organization is aligned. This role reports to the head of Business Operations and calls for someone who can think about the company's future while also getting critical work done day to day. The team moves between building multiyear plans and driving execution, depending on what the business needs most.</p> <p>This particular role is the team's depth expert on operational performance: how our operating teams run day to day, what it costs to serve our customers, and where better tooling, process, or data can unlock efficiency. You'll partner closely with the leaders of our operational teams, and their teams directly, as a hands-on partner, not just a strategist handing down recommendations.</p> <p><strong>What You'll Do</strong></p> <p><strong>Operational tooling and efficiency</strong></p> <ul> <li>Identify where manual, duplicative, or broken workflows are slowing down operational teams, and lead the build or rollout of new tools and systems to fix them.</li> <li>Partner with Engineering, Data, and operational leaders to scope, prioritize, and implement automation that reduces cost and improves speed or quality.</li> <li>Own the roadmap for operational tooling investments, including making the build versus buy case to leadership.</li> </ul> <p><strong>Cost to serve and unit economics</strong></p> <ul> <li>Define and maintain a cost to serve model across our operational functions, down to the channel, segment, or customer level.</li> <li>Identify where costs are out of line with value delivered, and build the business case for changes to staffing, process, or technology.</li> <li>Partner with Finance to connect operational metrics to P&amp;L impact, and keep leadership honest about tradeoffs.</li> </ul> <p><strong>Operational tracking and performance management</strong></p> <ul> <li>Design the KPIs, dashboards, and reporting cadences operational teams use to run their business day to day.</li> <li>Work with the data team to build reporting infrastructure that gives leadership and frontline managers the same source of truth, in near real time.</li> <li>Stand up operating reviews, such as weekly and monthly business reviews