Director, Operational Excellence

The Director, Operational Excellence is a senior, trusted partner to the EVP Account Management and a key enabler of performance, consistency, and execution across the Account Management organisation. This role supports translating strategy into action, operational standards are consistently applied, and the Account Management team is equipped to deliver predictable outcomes across retention, growth, customer experience, and financial performance.

Acting as both a strategic advisor and an operational leader, this role supports the EVP while providing handson enablement, structure, and oversight across the full Account Management population. This position is designed for a someone who can operate comfortably at both strategic and executional levels, providing structure, insight, and momentum across a complex, crossfunctional environment.

This is a 6-month initial contract role available in many locations across the world

Key Responsibilities

Strategic Partnership & Enablement

• Act as a trusted advisor and extension of the EVP Account Management, supporting strategic thinking, prioritisation, and decisionmaking
• Partner with the EVP to shape the Account Management strategy, annual operating plan, and longerterm roadmap
• Translate strategic objectives into clear initiatives, milestones, and success measures that can be executed by Account leaders
• Support preparation of executivelevel content, including strategy overviews, monthly business reviews, board updates, ELT materials, and QBR materials
• Ensure strategic priorities remain focused, sequenced, and aligned with broader business objectives

Operational Excellence

• Design, implement, and maintain a consistent rhythm of the business for Account Management, including planning cycles, forecasting, performance reviews, and governance forums
• Establish clear operating standards and expectations across account planning, renewals, expansions, and customer engagement
• Identify operational inefficiencies, execution gaps, and risk areas, and lead structured improvement initiatives
• Drive discipline in followthrough, managing projects, ensuring commitments are tracked, owned, and delivered
• Continuously assess scalability and sustainability of processes as the business evolves

Change, Transformation & Structure

• Lead highimpact initiatives such as operating model redesign, account segmentation, coverage models, and tooling or system improvements
• Support the EVP Account Management in evaluating and evolving the longterm organisational structure
• Drive change management efforts, ensuring clear communication, stakeholder engagement, and adoption
• Partner with HR and other leaders on capability development, succession planning, and role clarity
• Ensure transformation efforts are practical, measurable, and embedded into daytoday operations

Data, Insights & Performance Management

• Own the development and ongoing management of Account Management performance dashboards and reporting, with full accountability for actively using the data provided to generate insights, inform decisions, and drive performance across the Account Management organisation
• Ensure data integrity, relevance, and consistency across metrics related to retention, growth, margin, and customer health
• Translate data into clear insights that support executive decisionmaking and prioritisation
• Support forecasting, capacity planning, and scenario analysis
• Use performance insights to inform improvements to structure, capability, and investment

Account Management Team Support

• Provide direct operational and strategic support to Account Leaders, and Managers across the Account Management organisation
• Support the development and adoption of bestpractice account management frameworks and tools
• Act as a problemsolver and escalation point for systemic or structural issues impacting account performance
• Help build a culture of accountability, preparation, and strategic thinking across the team

CrossFunctional Alignment

• Serve as a central point of coordination between Account Management and key partners including Sales, Customer Success, Finance, Product, Legal, and Operations
• Ensure alignment on customer strategies, renewals, pricing, contractual commitments, and delivery expectations
• Lead crossfunctional initiatives that impact strategic or complex accounts
• Reduce friction and ambiguity by clarifying ownership, handoffs, and decisionmaking across functions
• Support consistent messaging and execution across customerfacing teams

Ideal Experience/Requirements for Success

• 10+ years of experience in Account Management, Commercial Operations, Strategy, Consulting, or Business Operations, ideally within a B2B or enterprise environment
• Demonstrated experience working closely with senior executives and influencing at an enterprise level
• Strong understanding of the account lifecycle, including renewals, retention, expansion, and customer value creation
• Proven track record of leading complex, crossfunctional initiatives
• Exceptional written and verbal communication skills, with the ability to present to executive audiences
• Strong analytical capability and commercial acumen

Key Competencies

• Strategic mindset with strong execution discipline
• Ability to influence without formal authority
• Structured problemsolving and sound judgement
• High attention to detail combined with bigpicture thinking
• Comfort operating in ambiguity and driving change
• Integrity, discretion, and professionalism