Director, Services Operations & Planning

Rithum™ is the world’s most trusted commerce network, accelerating how brands, suppliers, and retailers work together to deliver seamless e-commerce experiences. We provide an unmatched platform for brands and retailers, enabling them to accelerate growth, optimize operations across channels, scale product offerings and enhance margins.

Today, more than 40,000 companies trust Rithum to grow their business across hundreds of channels, representing over $50 billion in annual GMV. Using our commerce, marketing, and delivery solutions, our customers create optimized consumer shopping journeys from beginning to end.

Overview

As the Director, Client Operations & Planning, you are responsible for driving operational clarity, execution discipline, and strategic alignment across the client organization. This role ensures that strategic priorities translate into measurable operational outcomes through strong governance, performance visibility, and cross-functional accountability. You partner closely with executive leadership, functional VPs, and the CEO Chief of Staff to coordinate enterprise initiatives, strengthen operational planning, and provide executive-level insight into performance and strategic priorities. The Director plays a critical role in ensuring the organization maintains focus on the highest-impact initiatives while enabling leaders to execute with clarity and accountability.

Responsibilities

Client Operations Strategy & Performance

• Own the executive client operations performance package and narrative used for executive leadership team (ELT), board, and investor reporting.
• Develop and maintain clear visibility into operational performance, priorities, risks, and outcomes across the client organization.
• Partner with executive leadership to translate strategic priorities into operational plans and measurable outcomes.
• Ensure alignment of operational initiatives with enterprise strategy and business unit goals.

Enterprise Initiative Portfolio Governance

• Run the enterprise client initiative portfolio, including intake, prioritization, sequencing, and execution discipline.
• Establish governance processes that ensure initiatives are aligned with strategic priorities and appropriately resourced.
• Monitor initiative progress, identify risks, and ensure clear escalation paths to leadership when execution risks arise.
• Maintain transparency across leadership teams regarding priorities, dependencies, and progress.

Cross-Functional Execution & Accountability

• Drive cross-functional accountability across initiatives by working closely with functional leaders to track commitments, timelines, and outcomes.
• Challenge assumptions, timelines, and risks constructively to ensure initiatives remain on track and deliver intended results.
• Facilitate alignment across Sales, Client Operations, Product, Marketing, Finance, and other functional partners to resolve operational dependencies.

Operational Enablement & Standards

• Govern the operational enablement standards library, including playbooks, templates, operating cadences, and best practices.
• Ensure teams have access to standardized operational frameworks that support scalable execution and consistency across the organization.
• Continuously refine operating models, processes, and internal frameworks to improve efficiency and execution quality.

AI & Operational Innovation

• Own identification and evaluation of AI-enabled operational opportunities across the client organization.
• Develop business cases for automation and AI adoption that improve productivity, efficiency, and operational performance.
• Track adoption, outcomes, and benefits through a structured AI benefits register and operational improvement roadmap.

Expertise Deployment & Strategic Support

• Lead the principal expert bench, ensuring expertise is deployed transparently against the organization’s highest-priority opportunities and initiatives.
• Coordinate subject matter expertise to support complex operational initiatives, strategic projects, and high-impact transformation efforts.

Operational Strategy Alignment

• Own operational strategies for Retail Media, Digital Marketing, and Service Partnerships in partnership with functional leaders.
• Ensure operational plans support strategic growth priorities while maintaining execution discipline and resource alignment.

Executive Communications & Leadership Support

• Build strategic content and performance narratives for Town Halls, Operations Council meetings, executive reviews, and board sessions.
• Partner closely with the CEO Chief of Staff to coordinate executive-level messaging, updates, and leadership alignment.
• Maintain regular engagement with the CEO Chief of Staff to ensure business unit responsiveness to ELT priorities, requests, and strategic initiatives.

Qualifications 

Minimum Qualifications  

• 10+ years of experience in strategy, operations, business operations, consulting, or similar leadership roles within technology, SaaS, or complex enterprise environments.
• Proven experience leading cross-functional initiatives and driving operational execution across multiple functions.
• Strong strategic and analytical skills with the ability to translate complex data and operational insights into actionable plans.
• Demonstrated experience managing complex initiative portfolios or strategic programs across large organizations.
• Strong executive communication skills with experience preparing materials and insights for senior leadership or board-level discussions.
• Ability to influence senior stakeholders and drive accountability across organizational boundaries.
• Exceptional organizational and program management skills with the ability to manage competing priorities and complex initiatives simultaneously.

Preferred Qualifications 

• Bachelor’s degree in a related field preferred.
• Experience in SaaS, commerce technology, or enterprise software environments.
• Experience working in strategy, consulting, or transformation roles supporting executive leadership.
• Experience implementing operational improvements, automation initiatives, or AI-enabled operational programs.

Travel Required

Up to 10%

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

What it’s like to work at Rithum 

When you join Rithum, you can expect to work with smart risk-takers, courageous collaborators, and curious minds.

As part of the Rithum team, you are valued, supported, and included. Guided by a transparent culture and accessible, approachable leadership, we offer career opportunities aligned to your ambitions and talents. To ensure work and life balance works for you, we also offer an array of resources to support you and your families, including comprehensive benefits and wellness plans.

At Rithum you will:

• Partner with the leading brands and retailers.
• Connect with passionate professionals who will help support your goals.
• Participate in an inclusive, welcoming work atmosphere.
• Achieve work-life balance through remote-first working conditions, generous time off, and wellness days.
• Receive industry-competitive compensation and total rewards benefits.

We believe in transparency and fairness in our compensation practices.

For this position, the expected base pay range is: $155,000-$220,000 per year. 

This range represents the base pay for the role across all U.S. locations and is determined based on market data, internal equity, and experience. Final compensation may vary depending on geographic location, skills, and relevant experience.In addition to base pay, we offer a discretionary bonus for non-sales roles, a comprehensive benefits package, and, where applicable, sales incentives.

For this position, the expected discretionary bonus is 15% of the annual base salary.

 Benefits 

• Medical, dental and vision benefits: Affordable health care plans and company HSA contributions, starting on Day 1
• A 6% 401(k) match
• Competitive time off package with 20 days of Paid Time Off, 9 Company-Paid holidays, 2 paid floating holidays, 7 paid sick days, 2 Wellness days, and 1 Paid Volunteer Day; at 3 years of service PTO increases to 22 days, and at 5 years it increases to 25 days
• 12 weeks primary caregiver leave & 4 weeks secondary caregiver leave
• Accident, critical illness, and hospital indemnity insurance
• Pet insurance
• Legal assistance and identity theft insurance plans
• Life insurance 2x salary
• Access to the Calm app and the Employee Assistance Program
• $65/month Remote work stipend for internet
• Culture and team-building activities
• Tuition assistance
• Career development opportunities
• Charitable contribution match up to $250 per year

Rithum is an equal opportunity employer. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other protected characteristic. All employment is decided on the basis of qualifications, merit, and business need.

We're committed to providing reasonable accommodations in accordance with the law for qualified applicants. If you require assistance during the interview process due to a medical condition or need support accessing our website or completing the application process, please reach out to us by completing the Accommodations Request Form. Your comfort and accessibility are important to us, and we're here to ensure a seamless experience as you explore opportunities with our team.