Senior Director/VP of Operations
Ocrolus
At Ocrolus, we believe companies work best when they focus on their core business and let automation do the rest. We’re powering the digital lending ecosystem and help financial services firms make high-quality decisions with trusted data and unparalleled efficiency.
Ocrolus’ Human-in-the-Loop document automation software analyzes documents with over 99% accuracy. We're replacing legacy OCR vendors that cap out at 75-80% accuracy, and augmenting the robotic work that humans are prone to doing all too often – which can be expensive, error-prone, and slow. By empowering lenders to analyze diverse sources of financial data more efficiently, Ocrolus levels the playing field for every borrower, providing expanded access to credit at a lower cost.
We’ve raised over $100 million from blue-chip investors and are working with customers like PayPal, Brex, SoFi, Blend and Plaid. Join us as we build the future of fintech, and make an impact at an award-winning, high-growth startup that Forbes recently dubbed the “Next Billion-Dollar Startup”.
Position Overview:
We are seeking a dynamic and results-driven Senior Director/Vice President of Operations with extensive experience in the BPO industry. The ideal candidate will have a proven track record of leadership in managing large-scale operations, including overseeing teams of 1000+ employees. This strategic leadership role requires a visionary who can drive operational excellence, streamline processes, and lead high-performing teams to deliver exceptional results in a fast-paced and growing organization.
As a VP of Operations, you will be at the forefront of driving innovation and operational excellence in our organization. You will work with an executive team that is committed to creating a high-performing, customer-centric culture. This is an exciting opportunity to leave a lasting impact while leading large-scale operations in a dynamic and fast-growing environment
Key Responsibilities:
- Operational Leadership: Provide overall leadership and direction for the operations function, ensuring that all business units are aligned with company goals and objectives. Oversee daily operations of multiple departments and teams with a focus on efficiency, cost management, and performance excellence.
- Team Management: Lead and manage a large, diverse team of 1000+ employees, fostering a culture of collaboration, accountability, and continuous improvement. Develop and implement strategies for talent development, performance management, and employee engagement.
- Strategic Planning & Execution: Work closely with senior leadership to define long-term operational strategies. Identify areas for operational optimization, cost reduction, and scalability while ensuring high-quality service delivery to clients.
- Process Improvement & Innovation: Continuously assess and improve business processes to drive productivity and ensure service excellence. Implement best practices, tools, and technology solutions to enhance operational efficiency and customer satisfaction.
- Client Relationship Management: Partner with key clients to understand their operational needs and deliver customized solutions. Ensure that the operation meets or exceeds client expectations for quality, delivery, and customer service.
- Financial Management: Oversee budget development, cost control, and financial performance of operations. Provide regular reports to the executive team on financial metrics, operational KPIs, and project progress.
- Change Management: Lead organizational change initiatives, ensuring smooth transitions and adaptation to new business processes, technologies, and strategies.
- Risk Management & Compliance: Ensure all operations are in compliance with industry regulations, company policies, and client contracts. Develop risk management strategies and contingency plans to mitigate potential operational disruptions.
Qualifications:
- Experience: Minimum of 15+ years in operations leadership, with at least 5 years at a senior executive level (VP, Director, etc.), specifically within the BPO industry.
- Team Management: Proven experience managing and scaling operations teams of 1000+ employees across multiple functions or locations.
- Leadership Skills: Strong, inspiring leadership capabilities with the ability to mentor, guide, and motivate large teams to achieve business objectives. Expertise in building and maintaining high-performance cultures.
- Industry Expertise: Deep understanding of the BPO sector, including processes, technologies, and best practices. Experience with customer service, back-office operations, or technical support teams is highly preferred.
- Strategic Thinking: Ability to see the big picture while also focusing on tactical execution. Strong business acumen with a history of driving business growth and operational improvements.
- Communication Skills: Exceptional verbal and written communication skills, with the ability to engage and influence stakeholders at all levels, including executive teams and clients.
- Education: A Bachelor’s degree is required; a Master’s degree in Business Administration or a related field is preferred.
We take pride in our dynamic, diverse team, unified by shared values of Empathy, Curiosity, Humility and Ownership. We love what we do and the people we do it with, which is why we welcome every individual, provide them with equal opportunity irrespective of their race, gender, gender identity, age, disability, national origin or any other legally protected rights that one has.
We look forward to hearing from you!