Associate Director of Business Process & Operations

Overview

The Associate Director of Business Process & Operations leads enterprise-wide business process transformation and operational excellence across multiple value streams (Go-To-Market, Finance, Operations, Supply Chain, Support, and Customer Success). Reporting to the Chief Operating Officer, this role owns process strategy, governance, and continuous improvement for critical business domains while building and mentoring a global team of two Business Process Managers—one based in the United States and one in India. 

Responsibilities

This position’s primary objective is to translate business strategy into operational capability and ensuring sustainable, scalable processes that support global growth. The role bridges business leadership, operations teams, and technology partners, ensuring processes are optimized for business outcomes rather than technology constraints.

The Associate Director is accountable for:

• Process architecture and governance across assigned domains

• Building, developing, and retaining a high-performing global team

• Driving significant business process improvement initiatives that impact revenue, cost, and customer experience

• Delivering efficient optimized business processes through automation with an emphasis in AI

• Ensuring alignment between business strategy and operational capability

• Leading cross-functional transformation programs with measurable business impact

The ideal candidate brings strategic process thinking, proven team leadership experience, and the ability to influence executives and peers without formal authority in a fast-paced, high-growth environment. 

SCOPE OF ROLE 

2 Business Process Manager direct reports 

• Senior Business Process Manager, North America (San Francisco, California) 

• Senior Business Process Manager, Global Shared Services (India) 

Functional Accountability:  Process governance, design, and continuous improvement across: 

• Revenue Generation (Sales, Renewals, Customer Success) 

• Financial Operations (Record-to-Report, Revenue Recognition, Billing, Subscription Management) 

• Procure-to-Pay (Purchasing, Vendor Management, Invoice Processing) 

• Supply Chain & Logistics (Inventory Planning, Allocation, Fulfillment) 

• Customer Support (Ticket Management, Resolution, Quality Assurance) 

ESSENTIAL RESPONSIBILITIES 

1. Business Process Strategy & Governance

• Own process architecture and governance framework across assigned domains; ensure processes are aligned with business strategy and scalable for global operations 

• Establish process standards, documentation requirements, and quality metrics that drive consistency and enable continuous improvement 

• Partner with executive leadership to translate business strategy into process and operational requirements; ensure process design prioritizes business outcomes (revenue growth, cost reduction, customer satisfaction, cash flow) 

• Define and monitor process KPIs and business metrics (cycle time, cost, quality, customer satisfaction) with accountability for performance against targets 

• Lead process governance committees and decision-making forums to resolve competing priorities and ensure cross-functional alignment 

1. Business Process Design & Transformation**

• Lead discovery and assessment of current-state ("As-Is") processes; conduct gap analyses and develop business cases for process transformation 

• Design future-state ("To-Be") processes aligned with business strategy, industry best practices, and operational constraints; prioritize business impact over technology preferences 

• Facilitate cross-functional workshops with business stakeholders (not technical teams) to define requirements, validate process flows, and build consensus around new ways of working 

• Document business requirements, process flows, and success criteria in clear, accessible formats for business and technical teams 

• Drive business-led solution design focused on process outcomes (not system features); ensure technology decisions serve process needs, not vice versa 

• Lead process validation and piloting; gather business user feedback and refine designs before full rollout 

1. Organizational Change & Adoption

• Lead comprehensive change management programs including stakeholder communications, training design, and readiness assessments 

• Partner to deliver training programs that build process knowledge and system literacy; ensure training is outcomes-focused and user-tested 

• Establish feedback mechanisms to capture business user insights during and after process implementation; use feedback to drive continuous improvement 

• Lead business readiness activities including User Acceptance Testing (UAT), user training, and cutover planning; ensure business stakeholders are equipped to operate new processes effectively 

1. Team Leadership & Development

• Build, coach, and develop a high-performing global team of two Business Process Managers with distinct responsibilities (North America and Global Shared Services)