OneForma
About Centific
Centific is a frontier AI data foundry that curates diverse, high-quality data, using our purpose-built technology platforms to empower the Magnificent Seven and our enterprise clients with safe, scalable AI deployment. Our team includes more than 150 PhDs and data scientists, along with more than 4,000 AI practitioners and engineers. We harness the power of an integrated solution ecosystem—comprising industry-leading partnerships and 1.8 million vertical domain experts in more than 230 markets—to create contextual, multilingual, pre-trained datasets; fine-tuned, industry-specific LLMs; and RAG pipelines supported by vector databases. Our zero-distance innovation™ solutions for GenAI can reduce GenAI costs by up to 80% and bring solutions to market 50% faster.
Our mission is to bridge the gap between AI creators and industry leaders by bringing best practices in GenAI to unicorn innovators and enterprise customers. We aim to help these organizations unlock significant business value by deploying GenAI at scale, helping to ensure they stay at the forefront of technological advancement and maintain a competitive edge in their respective markets.
About Job
Summary
Summary
The Director of Operations,OneFormawill drive the day-to-day operational excellence and cross-functional alignment ofOneForma’sglobal platform operations. Reporting directly to the VP of Operations, this roleis responsible formanaging and developing the operational managers overseeing Community Support, Engagement, Platform Education, and PMO.
The ideal candidate combines analytical rigor,strong communication, andpeopleleadership to ensure that these teams deliver measurable impact, operational consistency, and continuous improvement. This role is critical to scaling operational capacity andpartnering withexecutive leadershipto executeflagship programsthrough disciplined management and cross-team coordination.
Key Responsibilities
Operational Management & Leadership
- Lead and directly manage the team of operational managers (Support, Engagement, Platform Education, PMO).
– Provide strategic direction, performance feedback, and career development support to team leads and their direct reports.
– Coordinate priorities across teams to ensure alignment withOneForma’splatform goals and annual operations plan.
– Serve as thecentral pointof accountability for cross-departmental execution, removing blockers and ensuring communication flow.
- Foster a culture of accountability, clarity, and professional growth across all direct-reporting managers.
– Coach managersoncommunication, delegation, and strategic thinking.
Operational Analytics & Performance Management
- Own operational performance tracking and reporting across assigned teams.
-Partner with PMO and Platform tomaintain, expand,and trackOneFormaOperations KPIs, providing weekly and monthly insights
– Partner with Data and Analytics to extract actionable insights from user, project, and support data.
-Establishclear metrics and KPIs for each function (Support resolution rates, Engagement metrics, PMO delivery timelines, Education completion, etc.).
Cross-Team Collaboration & Communication
- Serve as the operational connector between internal stakeholderswithinOneFormaOperations
- Ensure smooth coordination of initiatives andtimelycommunication
Collaborate between PMO, Engagement, Support + Product,Engineering to push those priorities forward
-Maintainvisibility into platform governance updates (owned by Engineering), ensuring full visibility in coordination with PMO and Product Success teams.
Process Improvement & Scalability
- Identifyprocess inefficiencies and lead continuous improvement initiatives across operations.
– Implement systems and tools that improve information flow, reporting consistency, and team coordination.
– Support the VP of Operations in executing new strategic programs (e.g., loyalty initiatives, fraud prevention collaboration, or major platform releases).
Qualifications
Required:
- 8–10 years of experience in operations,communityor program management, with at least 3 years in a leadership role managing other managers.
– Proven ability to lead multi-disciplinary, global teams.
– Strong analytical capability with experience using dashboards, KPIs, or data visualization tools (e.g., Power BI, Tableau, Looker).
– Exceptional communication and collaboration skills across technical and non-technical stakeholders.
-Demonstratedability to manage competing priorities andmaintainoperational consistency in a fast-paced environment.
Preferred:
- Experience in digital platforms, crowdsourcing, or community-based ecosystems.
– Familiarity with learning platforms, online engagement, or user support operations.
– Exposure to PMO or program governance best practices.
– Comfort working across time zones and remote-first environments.
Key Performance Indicators (KPIs)
- Timely delivery of operational programs and PMO projects
– Resolution rates and satisfaction in Support
– Engagement and loyalty metrics
- Completion and impact rates for PlatformSuccessinitiatives
– Retention and development of management-level team members
– Efficiency and accuracy of operational reporting
Role Impact
This role allows the VP of Operations to focus on strategic growth initiatives — includingbut not limited to: business financial management and health,fraud prevention, TOF marketing, certification and learning, loyalty strategy, and advanced analytics — while ensuring the operational backbone of the platform runs efficiently, transparently, and at scale.
Salary – $170,000
Centific is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, ancestry, citizenship status, age, mental or physical disability, medical condition, sex (including pregnancy), gender identity or expression, sexual orientation, marital status, familial status, veteran status, or any other characteristic protected by applicable law. We consider qualified applicants regardless of criminal histories, consistent with legal requirements.
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