OPS Technical Director

The Director of Integrations & Solutions drives the strategic execution, operational scaling, and quality assurance of our client onboarding and data systems ecosystem. Leading a high-performing team of Implementation Managers (who direct frontline specialists), this role bridges tactical delivery with executive strategy. You will oversee client lifecycle frameworks, establish global service standards, and partner cross-functionally to ensure seamless service activation and long-term data integrity.

Responsibilities

• Leadership & People Development: Direct, coach, and mentor a team of frontline Implementation Managers, fostering leadership capability, team engagement, and career progression across the organization.
• Build, standardize, and scale end-to-end client activation frameworks to ensure high-quality, predictable, and efficient onboarding experiences.
• Establish and oversee department-wide SLAs, KPIs, and operational metrics (e.g., Time-to-Implement, Activation Speed, CSAT, Data Quality metrics) to ensure continuous performance excellence.
• Drive long-term data reliability and usability initiatives, analyzing macro-level support and integration trends to advocate for system enhancements and preventative strategies.
• Oversee resource allocation, capacity modeling, and team structure across multiple pods/time zones to support revenue targets and business growth.

Requirements

• Bachelor’s degree in a relevant field.
• Exceptional ability to synthesize complex operational metrics into executive-ready dashboards, project plans, and strategic proposals.

Leadership Experience

8+ years of experience in technical onboarding, client integrations, or account management, including 2+ years specifically managing people managers or leading multi-tiered teams.

Operational Track Record

Proven success in scaling implementation or customer-facing operations, establishing SLAs/KPIs, and optimizing complex workflows.

Analytical & Problem-Solving Mastery

Strong strategic thinking with the ability to interpret operational data, spot macro trends, and translate insights into process improvements.

Senior Stakeholder Management

Demonstrated ability to influence, communicate, and collaborate effectively with executive leaders and key business partners. ​ What Could Set You Apart Matrixed & Multi-Site Leadership: Track record of managing geographically dispersed teams across multiple U.S. and global time zones.

Change Management Expertise

Experience leading teams through rapid growth, organizational shifts, or technical modernizations.

Deep Data Management Aptitude

Solid understanding of data architecture, API integrations, and enterprise software ecosystems.

Primary Location

CRI-Heredia Function: Function - Fulfillment / Operations Schedule: Full time