Operations Director

We’re not hiring for a role — we’re hiring for impact. At Ecom Capital, operations isn't a back-end function — it’s the backbone of performance, stability, and scale. We partner with everyday people who bet on themselves to build real brands. When they reach their first $10K month, it’s more than a number — it’s a turning point in their life trajectory. Behind every success story is an operational engine that ensures predictability, quality, and seamless execution. To scale this mission, we’re searching for an Operations Director who is systematic, commercially disciplined, execution-focused, and obsessed with clarity and outcomes. Someone who thrives at the intersection of Marketing, Sales, Client Success, Product, and Finance, ensuring the entire company operates as one cohesive, high-performance machine. This isn’t an admin role. This is the stabiliser, optimiser, and performance amplifier for the entire organisation. Why This Role Matters (For You) If you love building order, driving alignment, and creating stability in fast-growth companies this role is your arena. You'll oversee cross-department execution, uphold standards, reinforce a high say–do ratio, and ensure every team performs predictably and consistently. You’ll mentor leaders, optimize workflows, lead operational cadence, and protect business performance by removing bottlenecks before they become problems. Most importantly, your work will directly shape client outcomes, financial performance, and our ability to scale globally. If you want a role where your decisions create real leverage across an entire organisation, this is your seat. At eCom Capital, we believe in enabling, developing, and maximising the long-term growth potential of every team member. Operational excellence is part of our DNA. Responsibilities 1. Cross-Department Leadership & Operational Alignment (Operations side of the role that is aligned hardcore performance & commercial outcomes) Oversee and align Marketing, Client Success, Product, and Finance to ensure unified execution toward company priorities in alignment with the quarterly, annual priorities. Maintain weekly operational cadence: huddles, KPI reviews, performance scorecards, OKR tracking, and transparency across all teams. Ensure all departments follow through on commitments with a high say–do ratio using reporting deep dives, problem solving, coaching and accountability sessions with the leadership team on a weekly basis. Provide structure, prioritisation, and decision‑making support for department heads as well as the CEO across the organisation. Maintain communication flow and remove bottlenecks to ensure consistent, stable execution across all team members. 2. Client Success & Delivery Oversight (Client side of the role that is grounded in caring for the client & their success) Oversee the full client journey from onboarding through delivery, including CS communication quality, program adherence, and client outcomes. Lead oversight of Account Managers, Store Development, and Support teams to ensure performance, retention, and consistency. Identify at‑risk clients early and deploy structured retention strategies. Maintain predictable service standards across calls, store builds, support channels, and community interactions. Drive alignment between CS, Product, and Marketing to ensure offer delivery, messaging, and execution are tightly connected. 3. Operational Stability, Systems & Process Excellence Maintain visibility across all key projects, workflows, deadlines, team capacity, and throughput. Ensure organisational adherence to SOPs, quality benchmarks, and communication frameworks. Own and optimise operational tools, platforms, dashboards, and reporting structures. Continuously identify inefficiencies and implement process improvements to increase speed, accuracy, and output quality. 4. AR Ownership, Budget Control & Financial Governance Directly own AR operations: communication frameworks, payment plans, collections workflows, and escalation paths. Approve all budget adjustments and department‑level spending. Maintain financial visibility, supporting forecasting, planning, and cost discipline. Ensure all departments operate within financial constraints while maintaining delivery quality and organisational stability. 5. Team Leadership, Coaching & Performance Management Lead, coach, and develop leaders across CS, Store Development, Support, and department heads across the business. Implement and reinforce training frameworks, SOPs, capability development, and performance standards. Maintain capacity planning and resource allocation across teams to ensure predictable throughput. Ensure accountability and clarity at every level, using data‑driven insights to drive improvements in speed, quality, and execution. 6. Risk Management, Escalations & Compliance Serve as the escalation point for complex client issues, reputational risks, operational breakdowns, and department‑crossing challenges. Detect early warning signs across churn, delivery delays, communication issues, and maintain compliance standards, decision‑making frameworks, and SOP adherence company‑wide. Protect organisational stability through clear, consistent, and principled leadership. 7. Strategic Planning & Long‑Term Operational Enablement Support quarterly and annual planning, ensuring execution aligns tightly with organisational priorities. Maintain collaboration across teams for renewals, retention, upsell strategies, and backend sales initiatives. Work with Product to ensure improvements support delivery outcomes, efficiency, and client success. Fuel alignment between operational capabilities and company scaling objectives — domestically and globally. Create friction & debate with the CEO relating to growth, prioritisation & resource allocation. Results Expected From You Maintain predictable, stable, and high‑performance execution across all departments. Reduce churn, increase client satisfaction, and elevate delivery consistency. Ensure organisational alignment, accountability, and performance across all operational rhythms. Maintain strong AR results, budget discipline, and financial clarity. Increase team capability, speed, accuracy, and throughput across CS, Store Dev, Support, and all operational units. Build frameworks, systems, and processes that enable Ecom Capital to scale into global markets with stability. You Might Be a Fit If... You’ve led operations in fast‑paced, high‑growth environments. You’re fluent in systems, structure, and aligning multiple departments behind one clear mission. You make decisions through clarity, data, and first principles. You thrive in environments where accountability, standards, and execution matter. You’re calm under pressure, commercial in your thinking, and decisive in your leadership. You understand how Marketing, Sales, Product, and CS interlock — and can make them operate as a unified engine. You focus on outcomes, not noise. eCom Capital Core Values Default to Drive – Relentless over reasonable. Speed and clarity as standard. Be the Source – Solve from first principles. Create with intent. Build in Public, Deliver in Silence – Expose problems, then build solutions. No show — just results. Hold the Line – Right beats easy. Standards and discipline always. Give a F*ck – Obsession is the difference. Details matter. Outcomes matter. Clients matter. What’s Next? If you’re systematic, commercially sharp, and ready to build the operational engine that carries eCom Capital into its next phase of scale, we want to hear from you. This is your opportunity to build something meaningful. To create stability, drive outcomes, and enable impact at scale. #J-18808-Ljbffr