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Lead and scale operational processes for expert delivery and client success. Optimize workflows, implement automation, and manage cross-functional collaboration for improved delivery performance.
Catalant Technologies is seeking a highly strategic and execution-focused Director of Platform Operations to lead and scale the operational engine that powers expert delivery and client success. This leader will be responsible for orchestrating the end-to-end delivery infrastructure, ensuring smooth onboarding, milestone execution, expert enablement, and delivery alignment with financial systems and client expectations.
The Director of Platform Operations will drive operational rigor across the full delivery lifecycle, reduce friction through automation and process optimization, and ensure flawless handoffs between Sales, Customer Success, Expert Operations, and Finance. You will lead cross-functional initiatives that standardize execution workflows, accelerate delivery velocity, and improve overall customer and expert experience.
In this role, you will:
-Design and implement scalable delivery processes that align client onboarding, milestone tracking, account setup, and execution across the platform.
-Build and operationalize an automation roadmap, using systems and AI tools to eliminate manual steps and reduce delivery delays.
-Lead workflow optimization and Lean process improvements, driving consistency, cycle time reduction, and operational throughput.
-Stand up and scale the Platform Operations function, empowering a high-performance team and strengthening executional ownership across the business.
What you'll do
- Own and continuously improve Catalant’s delivery lifecycle—from project kick-off through milestone completion, billing, and closure.
- Establish a delivery operating model that ensures alignment between sales contracts, expert milestones, platform execution, and downstream systems (e.g., CRM, ERP, payment systems).
- Drive cross-functional collaboration across Sales, Customer Success, Revenue Operations, and Finance to reduce delivery friction, accelerate cash flow, and improve the end-to-end experience.
- Standardize handoff processes, milestone workflows, and expert onboarding practices to ensure consistent and reliable project execution.
- Identify and implement automation opportunities to streamline manual tasks and improve data integrity.
- Lead operational excellence initiatives using Lean Six Sigma and continuous improvement methodologies.
- Build a high-performing Platform Operations team, defining clear ownership, KPIs, and workflows.
- Ensure operational controls and compliance standards are embedded in daily delivery execution.
- Lead the strategy, execution, and continuous improvement of platform delivery workflows
- Partner with Product and Engineering to scale platform capabilities that improve delivery performance and automation
- Improve execution velocity and accuracy across expert onboarding, milestone processing, and billing integration
- Build a reporting cadence to monitor key operational KPIs (e.g., delivery SLA compliance, cycle times, rework rates)
- Align closely with Finance to ensure invoice generation, expert payments, and revenue recognition workflows are executed with discipline and speed
- Optimize platform systems and tools to enhance scalability, reduce manual work, and ensure cross-functional visibility
What you'll bring
- 10+ years of experience in operations, program delivery, or platform execution in a high-growth or SaaS business
- Strong background in workflow design, automation, and cross-functional execution
- Experience working with enterprise systems (e.g., Salesforce, Netsuite, workflow engines)
- Demonstrated ability to lead complex, multi-stakeholder projects with accountability and speed
- Proficiency in Lean Six Sigma, process mapping, and operational excellence methodologies
- Strong analytical and problem-solving skills
- Experience leading and developing operational teams in dynamic environments
Preferred Qualifications
- MBA or advanced degree in Business, Operations, or a related field
- Familiarity with automation platforms, process mining, and system integration tools
- Experience building or leading a platform operations team in a B2B or marketplace environment
- Background in SaaS delivery, expert marketplaces, or client services operations
- Knowledge of AI/ML use cases in workflow automation and operational optimization
Top Skills
NetSuite
Salesforce
Catalant Technologies Boston, Massachusetts, USA Office
Our Boston HQ is in the Seaport neighborhood — an area with a dynamic food scene and many of Boston's emerging tech companies.
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