Director of Operations

Role summary

The Director of Operations will build and lead the operating model behind TeamZoro's customer, merchant, provider, and internal execution systems in Sri Lanka. This role is responsible for translating business goals into disciplined operating structures, measurable service performance, and scalable cross-functional routines that support software-led growth.

This is a senior leadership position for a commercially aware operator who can move between frontline service realities and executive decision-making. The role requires strong judgment, process design capability, and the ability to build high-performing operational teams across support, onboarding, quality, trust, and service coordination.

Responsibilities

• Lead the operations function across customer support, onboarding, quality assurance, dispute handling, trust and safety, and related service workflows.
• Design and refine operating systems, service standards, escalation paths, and reporting routines that improve speed, quality, and accountability.
• Build, coach, and performance-manage operations managers and team leads across multiple operational domains.
• Own operational planning, workforce coordination, and service readiness for launches, demand spikes, and process changes.
• Partner with product, engineering, finance, legal, and leadership teams to align operational execution with company priorities.
• Establish KPI frameworks for service quality, response time, onboarding throughput, compliance handling, and issue resolution.
• Identify structural risks in workflows and implement controls that improve resilience, auditability, and customer outcomes.
• Drive continuous improvement initiatives using data, frontline insight, and post-incident review.

Required qualifications

• Bachelor's degree in business, operations, management, engineering, or a related discipline.
• 8+ years of experience in operations, customer operations, service operations, or business process leadership.
• 3+ years of experience leading managers or multi-team operational structures.
• Strong experience building SOPs, KPI frameworks, escalation processes, and performance management systems.
• Comfort working in high-growth, technology-enabled, or platform-led environments.
• Strong written and verbal communication skills in English.

Preferred experience

• Experience in digital platforms, logistics-enabled services, or multi-stakeholder business models.
• Exposure to operational design for KYC, compliance, trust and safety, or regulated workflows.
• Experience working closely with product and engineering teams on systems or tooling improvements.
• Postgraduate qualification in operations, management, or a related field.

Skills

• Operational leadership
• Process design
• Service management
• Team development
• Performance management
• Cross-functional execution
• Analytical problem solving
• Executive communication

Benefits

• Monthly gross salary in LKR with structured performance review cycles.
• Paid annual leave and public holiday entitlements in line with company policy.
• Health and wellbeing support available to full-time employees.
• Direct exposure to company-building decisions across software, operations, and growth.
• Professional development support for role-relevant training and certifications.

Equal opportunity

TeamZoro is an equal opportunity employer. We assess applicants based on capability, experience, judgment, and role alignment without discrimination based on race, ethnicity, religion, gender, sexual orientation, age, disability, marital status, or any other protected characteristic under applicable law.

Application instructions

Apply through TeamZoro Careers with an up-to-date CV. Include relevant operating examples, transformation work, or measurable service outcomes where possible. Shortlisted candidates will be contacted for the next stage.