Director of Launch & Operations
You will lead a portfolio of complex North American transit-service launches and manage Launch Managers. You will own technology and operational transitions, service performance, partner relationships, and local frontline operations. You will establish operational systems, guide launch quality and KPIs, manage stakeholders, and provide launch-informed input on product priorities.
Responsibilities
- Lead, coach, and develop a team of Launch Managers
- Hire, promote, and performance-manage talent
- Foster operational excellence and partner trust across the expansion team
- Own a portfolio of new launches and ensure services launch on time
- Oversee launch quality and KPIs including on-time performance, rider satisfaction, safety, and cost efficiency
- Define processes that improve technology implementation and operational launches
- Serve as a senior operational counterpart to agency leadership
- Manage change, performance reporting, communication, and service remediation with partners
- Navigate regulatory and contractual environments
- Partner with Operational, Commercial, Legal, Product, and Finance teams
- Provide product-roadmap guidance based on launch and frontline observations
Requirements
- Minimum 10+ years of experience in a leadership role
- Combination of consulting and operating experience preferred
- Experience scaling teams, launching new lines of business, or integrating acquisitions or service expansions
- Interpersonal and communication skills
- Stakeholder management
- Analytical and problem-solving skills
- Ability to work in a fast-paced, ambiguous environment and manage multiple tasks
- Bachelor's degree
- Willingness to travel up to 25% of the time
Benefits
- RSU package
- Free medical plans
- 401K matching