Director of Operations & Vendor Compliance

About the Role

Title: Director of Operations & Vendor Compliance

Reports to: VP of Service Operations

Location: Remote

CharterUP is seeking a data-driven, execution-focused operations leader to serve as our Director of Operations and Vendor Compliance a critical role that will act as an extension of the VP of Service Operations. This leader will balance strategy with hands-on execution, independently analyzing data, building reporting in Tableau, and ensuring managers and teams execute consistently against KPIs. They will drive operational excellence, improve team capability, and free executive leadership to focus on enterprise priorities.

The ideal candidate thrives in complex, fast-moving environments, knows how to dig into data and insights directly, and can hold managers accountable while also shaping long-term strategy.

What You’ll Do

Data & Analytics Leadership

• Own the compilation, analysis, and visualization of operational data building Tableau dashboards and reporting frameworks to identify opportunities, monitor KPIs, and support executive decision making.
• Deliver actionable insights to executive leadership, ensuring data informs daily execution and long-term strategy.
• Advanced ability to manipulate, clean, and interpret large datasets; experience with BI tools (Tableau, Looker, Power BI) and proficiency in SQL or other query languages strongly preferred. Must be able to build dashboards and explain analytical reasoning in detail.

Operational Execution & VP Enablement

• Serve as the VP’s operational extension—taking tactical execution and operational oversight off their plate.
• Drive cross-functional priorities with discipline, ensuring initiatives are executed with rigor and leadership bandwidth is preserved.

Team Leadership & Manager Accountability

• Lead a distributed team of managers and supply specialists, ensuring leaders under you are aligned, supported, and held accountable.
• Set clear expectations, track performance, and consistently drive improvement against KPIs for productivity, efficiency, and SLA attainment.

Performance & Process Improvement

• Identify and execute strategies to improve operational efficiency and margin attainment, including new tools, automation, and process redesign.
• Drive initiatives focused on reducing service failures and improving provider capacity through rigorous data analysis and continuous improvement.

Margin Growth & Pricing Integrity

• Build region-specific margin strategies through cross-functional collaboration with Service Operations and Data Science.
• Strengthen pricing integrity controls to ensure vendor pricing aligns with market standards and supports wholesale margins.

Compliance Oversight

• Provide senior leadership to the compliance function, ensuring vendor adherence to company policies, contractual obligations, and operational standards.
• Oversee programs to strengthen delivery reliability and risk management.

What You’ll Bring

• 8+ years of experience leading operations in high-volume service delivery, dispatching or contact center environments ideally within transportation, mobility, or other complex service industries where compliance, customer satisfaction, and vendor management are critical. The ideal candidate will have worked in vendor management in a 2 sided marketplace.
• Proven success managing frontline leaders and large teams in high-volume, high-stakes environments.
• Advanced ability to compile, analyze, and visualize data using Tableau, Excel, and Google Sheets—capable of building dashboards and reporting independently without reliance on a dedicated analyst.
• Strong track record of driving manager performance and holding teams accountable to KPIs.
• Ability to balance strategic vision with tactical execution, rolling up sleeves when needed to solve problems, build processes, and drive results.
• Vendor-facing communication and escalation management skills with executive presence.
• Highly organized, data-driven, and comfortable making decisions under pressure while managing both short-term problem-solving and long-term process improvements.

Recruiting Process

• Step 1 - Video call: Talent Acquisition interview
• Step 2 - Video call: Hiring Manager interview
• Step 3 - Video call: Team Interview
• Step 4- Final Presentation 
• Step 5 - Offer & background check
• Welcome aboard!