Top Remote Senior Level Strategic Operations Jobs in Boston, MA

Leads company-wide business operations, planning cadences, resource allocation, strategic initiative execution, executive reporting, and operational analytics. Partners with the CEO, ELT, Finance, and People teams to translate strategy into goals, headcount plans, and measurable execution. Builds and manages a centralized team of program managers and business operators, improves decision-making infrastructure, and advances AI-driven automation across operating processes.

Develops strategy and operations for the Loyalty & VIP Growth organization by building roadmaps, scalable processes, KPI frameworks, competitive intelligence, and data-driven recommendations. Identifies AI and automation opportunities, builds productivity tools and agents, and partners cross-functionally to execute strategic initiatives and improve business performance.

Leads operational readiness for absence, leave, disability, and paid family leave programs. Manages teams, advises senior leaders, oversees compliance and quality, and drives migrations, system implementations, process changes, training, stakeholder engagement, testing, risk mitigation, and post-launch performance. Provides subject matter expertise on FMLA, ADA, state leave laws, PFML, disability programs, and ERISA while developing workforce capabilities and continuous improvement strategies.

Leads strategic workforce management for Customer Experience operations, including AI-informed capacity planning, forecasting, scenario modeling, staffing plans, cost modeling, and automation productivity analysis. Partners with Finance, Product, Legal, Compliance, and senior leadership to align workforce priorities, regulatory readiness, and resourcing decisions. Drives strategic initiatives from business case development through execution and serves as a workforce planning center of excellence.

Own long-term workforce planning and capacity strategy across Customer Success channels. Develop forecasts, staffing models, scenario analyses, dashboards, and labor investment recommendations. Analyze staffing, productivity, occupancy, shrinkage, service levels, and automation impacts. Partner with Customer Success, AI, Data, Finance, Talent Acquisition, BPO providers, and senior leadership to guide hiring, budgeting, headcount planning, and operational improvements through data-driven insights.

Leads workflow strategy, process design, governance, documentation, standardization, and continuous improvement across Client Service & Delivery. Establishes process ownership, decision rights, KPIs, governance routines, and adoption plans; analyzes operational data to identify root causes and improvement opportunities. Facilitates workshops, develops training and executive materials, partners with analytics and technology teams, coaches stakeholders, and drives measurable operational outcomes across domestic and offshore teams.

Own the Global Support organization’s annual operating plan, capacity, headcount, and cost models. Lead monthly and quarterly business reviews, develop reporting frameworks, validate metrics, and provide executive-level insights and recommendations. Partner cross-functionally with Support, Finance, Workforce Management, and People to improve productivity, staffing, cost-to-serve, vendor strategy, and customer experience. Use AI and self-service analytics tools to accelerate modeling, reporting, and operational decision-making.

Lead global calibration, measurement test equipment, and procurement processes across integrated laboratories. Harmonize procedures, ensure ISO 17025 compliance, manage equipment lifecycle and procurement standards, define KPIs, drive continuous improvement, and embed equipment workflows into digital platforms while engaging stakeholders to ensure adoption and governance.

Leads multiple fraud operations teams focused on disputes and compliance. Oversees people leaders and individual contributors, sets operational strategy, improves productivity, quality, service levels, and compliance, manages queue health, resolves escalated risk events, and drives cross-functional change. The role also supports recruiting, talent development, AI-enabled efficiency initiatives, Lean Six Sigma practices, and data-driven operational improvements.

The RN Healthcare Advocate supports older Medicare patients by providing personalized care, navigating medical systems, and coordinating resources for better health outcomes.