Director of Program Operations

Most companies claim to have the best people. We say to them, "Keep dreaming." Our people are second to none. They set us apart with their entrepreneurial spirit and ambition. They come to us from the likes of Amazon, Microsoft, Nordstrom, Starbucks and the sports world, bringing energy, bold ideas and a willingness to dive into the unfamiliar. It's our people that make BDA the top global Merchandise Agency to work for. Location Requirement: This role follows a flexible onsite schedule and requires working  onsite four (4) days per week, with one (1) remote day , at one of the following BDA office locations: Woodinville, WA, Atlanta, GA (ideal), Austin or Dallas, TX, Troy, MI, Indianapolis, IN To be considered, candidates must live within a reasonable commuting distance of one of these offices, as regular in-person collaboration is essential to this role. Position Overview:   The Director of Operations, Program Management is a senior leadership role responsible for driving operational excellence across multiple programs. This position oversees a team of managers and leads (3–8 direct reports, total team size 20–30 employees) and serves as a critical partner to cross-functional leaders to ensure streamlined processes, consistent execution, and adoption of best practices. Balancing both strategic leadership and hands-on execution, this role plays a key part in optimizing operational workflows, ensures on time product launches, and ongoing program execution and delivering business results.  This leader operates at the intersection of eCommerce, operations, and technology, translating business strategy into disciplined execution. They will own program governance, standardization, and performance management across a high-volume, fast-paced environment, ensuring consistent delivery against timelines, budgets, and client expectations. A critical component of this role is strong communication and executive presence, the ability to clearly articulate operational strategy, influence cross-functional stakeholders, and confidently present insights, risks, and recommendations to senior leadership and clients. The ideal candidate is both strategic and hands-on, someone who can build structure in ambiguity, drive accountability across cross-functional teams, and continuously improve how work gets done at scale. Key Responsibilities   Leadership & Team Development Lead, coach, and develop a high-performing team of program managers, supervisors, and operations leads. Establish clear roles, accountability frameworks, and performance expectations across all levels. Build bench strength and succession plans to support organizational growth. Foster a culture of ownership, urgency, and continuous improvement. Communicate priorities, performance expectations, and organizational changes with clarity and consistency. Program Execution & Delivery Excellence Own end-to-end execution of eCommerce programs, including product launches, site updates, and ongoing merchandising initiatives. Ensure programs are delivered on time, within scope, and aligned to client and business expectations. Implement standardized program management frameworks, tools, and best practices across all programs. Drive consistency in intake, scoping, execution, and delivery across all client accounts. Proactively communicate program status, risks, and mitigation plans to stakeholders and executive leadership. Process Optimization & SOP Governance Design, implement, and continuously improve scalable operational processes and SOPs. Identify inefficiencies and bottlenecks across workflows (order management, content deployment, site readiness, etc.) and implement solutions. Establish quality control standards and audit mechanisms to ensure execution accuracy. Lead initiatives to reduce cycle times and increase throughput without sacrificing quality. Ensure documentation is clear, actionable, and easily adopted across teams. Cross-Functional Alignment Partner closely with purchasing/planning, merchandising, creative, sales, and technology teams to ensure alignment on priorities and execution plans. Act as the operational bridge between strategy and execution, ensuring clarity of requirements and timelines. Improve communication flows, handoffs, and accountability across departments. Influence decision-making through clear, concise, and data-backed communication. Program Governance & Planning Own program governance structures, including intake processes, prioritization frameworks, and resource allocation. Oversee integrated calendars for product launches, site updates, and key milestones across all programs. Ensure capacity planning aligns with demand forecasts and business growth targets. Present program plans, tradeoffs, and resourcing needs to senior leadership for alignment and decision-making. Performance Management & KPI Reporting Define and track key operational KPIs (e.g., SLA adherence, cycle time, launch accuracy, backlog health, productivity). Build and deliver executive-level reporting with actionable insights and recommendations. Drive accountability across teams through data-driven performance management. Clearly communicate performance trends, risks, and opportunities to leadership in a concise and compelling manner. Financial & Resource Management Oversee program-level financials, including labor planning, cost management, and efficiency targets. Align resource allocation with program demand and business priorities. Identify opportunities to optimize cost structures while maintaining service levels. Present financial insights and tradeoffs to leadership to support informed decision-making. Change Management & Strategic Initiatives Lead large-scale operational initiatives, including new program launches, process transformations, and organizational changes. Drive adoption of new tools, processes, and ways of working across teams.