At Athena, we empower possibility throughtransformative delegation. True leaders reflect on what they wantin life and map the path to get there. We clear the way by pairingexceptional Philippine-based EAs with our driven clients andensuring both receive ongoing support throughout the journey. Theresult is 10x more leverage, more time, and a greater impact on ourclients' work and lives. With a waitlist growing by the day, Athenahas already showcased compelling demand. As part of the Athenateam, you will have an exponential opportunity, empowering thefiercely ambitious to reach the most audacious goals. Role OverviewThe Director, Operations is a key leadership role at Athena,primarily responsible for overseeing the Client PartnershipManagers (CPMs) and ensuring the delivery of high-quality serviceacross all client interactions. This position will lead strategicinitiatives within the operations department, focusing on enhancingservice delivery, optimizing operational efficiency, andmaintaining compliance with quality standards. The Director,Operations will also play a crucial role in strategicdecision-making processes, offering insights and analysis thatdrive business improvements. Duties & Responsibilities 1.Leadership and Oversight: Provide leadership and direction to theClient Partnership Managers, ensuring alignment with Athena'sstrategic objectives and service standards. 2. Quality Assuranceand Compliance: Work with the Partnership Quality Director tooversee all aspects of quality and compliance within the operationsdepartment, ensuring all client interactions meet Athena's highstandards. 3. Strategic Planning and Execution: Develop andimplement strategic plans to enhance operational efficiency andservice delivery. Monitor and evaluate the effectiveness of thesestrategies, making adjustments as necessary. 4. Client RelationshipManagement: Oversee the management of client relationships,ensuring high levels of satisfaction and retention. Act as a seniorpoint of escalation for complex client issues. Actively assesspartnership health and proactively address issues before theybecome an escalation or lead to churn. 5. Performance Management:Monitor, analyze and drive performance metrics for the operationsdepartment. Provide guidance and support to ensure all team membersmeet or exceed performance expectations. Key Stakeholders - ChiefOperating Officer - VP, Operations - Director, Partnership Quality- Client Partnership Managers - Operations and Support DepartmentsSkills and Competencies 1. Strategic Leadership: Demonstratedability in leading operations and achieving organizational goals,with a strong focus on quality and client satisfaction. 2.Senior-Level Communication and Coaching: Advanced interpersonal andcommunication skills, capable of mentoring senior staff andfostering a high-performance team. 3. Expertise in ClientRelationship and Escalation Management: Proven ability to nurtureclient relationships, drive collaboration and accountability.Manage and resolve complex client issues, ensuring client retentionand satisfaction. 4. Analytical and Decision-Making Skills: Stronganalytical abilities to evaluate data and performance metrics,driving informed strategic decisions. 5. Intentional Leadership:Prioritizes the well-being and development of their team members.Taking responsibility for the actions and performance of their teamand being accountable for the role their team members play in theorganization. Minimum Requirements - Minimum of 7-10 years in asenior management role within a service-oriented industry, withsubstantial experience in managing teams, quality assurance, andclient relations. - Proven track record in strategic planning, teamleadership, and performance management. - Extensive experience inprocess optimization and implementing operational improvements.Educational and Certification Requirements Bachelor’s degree inBusiness Administration, or a related field; Master’s degree or MBAhighly preferred. Direct Reports and Span of Control This role willbe responsible for about 10 Client Partnership Managers (CPMs).Equal Opportunity Employer: At Athena, we are deeply committed tofostering an inclusive and diverse workplace environment. Webelieve that diversity enriches our organization, enhancescreativity, and drives innovation. We are dedicated to providingequal employment opportunities to all individuals regardless ofrace, color, religion, sex, sexual orientation, gender identity,national origin, age, disability, or any other characteristicprotected by applicable laws. We strive to create an environmentwhere everyone feels valued, respected, and empowered to contributetheir unique perspectives and talents. We actively promotediversity and inclusion through our hiring practices, employeedevelopment initiatives, and company culture, recognizing that itis essential for our success as a company and as a community.#J-18808-Ljbffr