At LegitScript, we are passionate about making the internet and payment ecosystems safer and more transparent. We help companies of all sizes keep their services legal and safe for consumers. To do this, LegitScript combines big data with the world’s leading team of experts skilled in highly regulated and complex sectors, including transaction laundering detection, pharmaceuticals, online gambling, and more.

The result? Unmatched accuracy and deep risk analysis that identifies which commercial entities play by the rules, and which do not. Our diverse industry partnerships provide unique insights that keep businesses and governments at the forefront of emerging trends. That’s why LegitScript is trusted by the world's largest search engines, internet platforms, payment companies, and regulatory agencies.

Overview:

The Director, Operational Excellence designs, executes, and continuously improves the operational backbone of LegitScript. This leader will oversee workforce management, outsourcing strategy, performance measurement, and operational scaling through process optimization and systems implementation. This role is critical in managing COS, improving utilization, and enabling sustainable growth across multiple lines of business.

This role requires a data-driven leader who can balance strategy with hands-on execution, translating operational goals into measurable, scalable processes that deliver both efficiency and high-quality.

What You'll Do:

Workforce Optimization
- Build and maintain workforce management models to forecast demand, staffing, and capacity requirements.
- Implement scheduling, time tracking, and productivity measurement tools for frontline and management teams.
- Optimize resource allocation across lines of business to maximize utilization and efficiency.
- Design and oversee outsourcing strategy to optimize cost and flexibility.
- Manage vendor relationships and ensure external partners are aligned with internal SLAs and KPIs.
Systems & Process Optimization
- Partner with Operations, Product and Technology teams to evaluate, select, and implement tools and systems that improve workflow, automation, and operational maturity.
- Identify and eliminate bottlenecks and inefficiencies in service or product delivery.
- Develop and execute an operational excellence roadmap to reduce COS and improve gross margin.
Data-Driven Performance Management
- Develop and track KPIs for each line of business to measure productivity, quality, and profitability.
- Create and maintain operations dashboards to report on performance for executive leadership and stakeholders.
- Establish operational benchmarks and performance standards to drive continuous improvement.
Cross-Functional Collaboration
- Partner closely with Product, Technology, and Sales teams to ensure operational readiness for product changes, revenue expansion, and new launches.
- Support budgeting, forecasting, and financial planning with operational data and insights.
- Partner with business line leaders to identify and implement scalability strategies across multiple lines of business.

What You'll Bring:

7+ years in operations leadership roles, preferably in services, fintech, or compliance-driven industries.
Experience managing workforce optimization and outsourcing vendors.
Proven track record of driving process improvements that support scale.
Experience assessing, selecting, and implementing new systems and tools.
Excellent analytical and problem-solving skills with expertise in KPI development, dashboarding, and operational reporting.
Exceptional cross-functional collaboration and communication skills.
Ability to thrive working independently while managing multiple priorities in a fast-paced, high-complexity environment with minimal engineering support.
Well-developed ability to speak, read, comprehend, and write English

In addition to competitive salaries, full-time employees enjoy a great benefits package:

Multiple Medical plans (one with $0 employee premium option), Dental & Vision plans
401k with company match and immediate vesting
Generous paid time off package and 11 paid holidays
And much more!

If you got to this point, we hope you're feeling excited about the job description you just read. Even if you don't feel that you meet every single requirement, we still encourage you to apply. We're eager to meet people that believe in LegitScript’s mission and can contribute to our team in a variety of ways.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.

Please note that visa sponsorship is not available for this position. We cannot support international remote work.

**We do not accept unsolicited applications from third-party recruiters or agencies for this job posting. Any candidate submission without a prior agreement will be considered the property of our company, and we will not be responsible for any fees or obligations related to such submissions. We encourage interested candidates to apply directly through our official channels.**