Senior Director of Operational Excellence & Insights

The Senior Director of Operational Excellence & Insights leads the strategy execution and evolution of Operational Excellence across the COO organization. This leader oversees Business Insights Process Engineering and AI Enablement enabling operational teams to make better decisions through data optimize end-to-end processes apply AI and automation at scale and deliver scalable improvements that enhance customer and business outcomes.

Supporting Customer Onboarding Customer Success Customer Care and Service and Fulfillment Operations this role serves as a strategic partner to executive leaders by identifying opportunities to improve efficiency quality teammate experience and customer outcomes through analytics process redesign automation AI-enabled tooling and operational governance.

The Senior Director establishes the vision operating model and prioritization framework for Operational Excellence while building high-performing teams that drive measurable business impact across the enterprise.

• Develop and execute the Operational Excellence strategy aligned to organizational priorities and the COO vision.
• Establish a consistent framework for identifying prioritizing and delivering operational improvement initiatives across multiple business functions.
• Serve as a trusted advisor to executive leadership by identifying opportunities to improve operational performance customer experience and business scalability.
• Build an Operational Excellence roadmap that balances strategic transformation initiatives with high-impact operational improvements including AI and automation opportunities.

• Lead the Process Engineering function responsible for designing optimizing and documenting end-to-end operational processes.
• Establish standards methodologies and governance for process discovery service blueprinting journey mapping process documentation and implementation.
• Drive cross-functional initiatives focused on automation simplification standardization and operational scalability.
• Ensure process improvements are supported by measurable business outcomes and sustainable change management.

• Lead the Business Insights organization responsible for delivering actionable analytics executive reporting operational dashboards forecasting and strategic decision support.
• Foster a culture where data drives operational decision-making across all COO organizations.
• Partner with business leaders to define meaningful KPIs performance metrics and operational scorecards that measure organizational health and customer outcomes.
• Translate complex operational data into executive-level insights and strategic recommendations.

• Lead the AI Enablement function setting the vision and roadmap for applying AI machine learning and generative AI across the COO organization.
• Identify evaluate and prioritize opportunities to embed AI and intelligent automation into operational workflows customer interactions and decision-making processes.
• Partner with Technology Data and Product teams to pilot scale and govern AI-driven tools and agentic workflows ensuring solutions are reliable explainable and aligned to business needs.
• Establish governance risk and responsible-AI guardrails for tool adoption including data privacy model oversight and human-in-the-loop controls.
• Build AI literacy and capability within Process Engineering and Business Insights teams embedding AI-assisted analysis and automation into everyday operating practices.
• Track and report the business impact of AI Enablement initiatives including efficiency gains quality improvements and customer experience outcomes.

• Partner closely with Operations Product Technology Finance Enablement and other cross-functional teams to drive enterprise initiatives.
• Lead complex high-visibility initiatives from opportunity identification through implementation and value realization.
• Establish governance project intake prioritization and portfolio management practices to maximize organizational impact.
• Monitor initiative performance track realized benefits and adjust priorities based on evolving business needs.

• Build mentor and develop high-performing leaders and teams across Process Engineering Business Insights and AI Enablement.
• Foster a culture of curiosity accountability innovation and continuous improvement.
• Create career development pathways operating standards and best practices that elevate organizational capability.
• Promote collaboration across teams to ensure insights analytics AI-driven tooling and process improvements are integrated into operational decision-making.

• 10 years of progressive leadership experience in Operational Excellence Business Operations Process Improvement Consulting Analytics or related disciplines.
• 5 years leading managers and high-performing cross-functional teams.
• Demonstrated success leading large-scale operational transformation initiatives across multiple business functions.
• Deep experience with process improvement methodologies such as Lean Six Sigma Operational Excellence or Business Process Management.
• Strong understanding of operational analytics KPI development dashboarding and data-driven decision making.
• Experience evaluating and implementing AI machine learning or intelligent automation (e.g. RPA generative AI) to improve operational efficiency and decision-making.
• Experience influencing executive leaders and driving alignment across complex organizations.
• Proven ability to prioritize competing initiatives while balancing strategic objectives with operational execution.
• Exceptional communication executive presentation and stakeholder management skills.

• Lean Six Sigma Black Belt certification.
• Experience leading Operational Excellence functions within SaaS fintech payments customer operations or technology organizations.
• Experience with business intelligence and visualization platforms such as Power BI.
• Familiarity with process mapping and collaboration tools such as Lucidchart Miro Smartsheet or similar platforms.
• Experience standing up or scaling an AI Enablement automation or intelligent operations function including vendor evaluation and change management for AI adoption.
• Familiarity with AI/automation platforms such as UiPath Power Automate or generative AI tooling (e.g. Copilot custom LLM applications).

Success in this role is measured by the organizations ability to improve operational performance and efficiencies through scalable process improvements actionable business insights responsible AI adoption and disciplined execution. This leader will help create and define an Operational Excellence function that is viewed as a trusted strategic partnerone that enables operational leaders to make better decisions solve complex business problems and continuously improve the customer and teammate experience through the combined power of process discipline data and AI.

About AvidXchange

AvidXchange is a leading provider of accounts payable (AP) automation software and payment solutions for middle-market businesses and their suppliers. By trade we are a technology company but if you ask anyone who works here theyll tell you our people are at the core of who we are. At AvidXchangemindset is everything. We are Connected as People Growth Minded and Customer Obsessed. Thesethree mindsets represent our culture who weare who weve always been and they guide usto improve every our founding in 2000 in Charlotte NC weve created a company of over 1500 teammates working across the U.S. or remotely. AvidXchange is proud to be Certified as aGreat Place to Work. The prestigious recognition is based on anonymous data from our teammates and makes official what our teammates have known for years that AvidXchange is a Great Place to Work.

Who you are:

• A go-getter with an entrepreneurial mindset that meansyou arenot afraid of taking riskswinning bigorfacing the unknown.
• Someone who understands that business ispeople centric. Connecting with others as humans first allows you to develop mutually beneficial working relationships.
• Focused onmaking a difference for our customers. AvidXchange exists to help solve complex problems for our customers so we can all realize our potential.

What youll get:

AvidXchange teammates (we call them AvidXers) get the perks and prestige of a growing tech company paired with the flexibility of a founder-led startup. We help our AvidXers develop as professionals and as human beings providing work/life balance development programs and competitive benefits. At AvidXchange we are building more than a tech company we are building an experience. We remain committed to a culture where you can fully be you connected with others chasing big goals and making a meaningful impact. If you want to help us grow while realizing your potential and creating stories youll tell for years youve come to the right place.

AvidXers enjoy:

• 18 days PTO*
• 11 Holidays (8companyrecognized & 3floatingholidays)
• 16 hours per year ofpaid Volunteer Time Off (VTO)
• Competitive Healthcare
• High Deductible Heath Plan Option that has $0 monthly premium for teammate-only coverage
• 100% AvidXchange paid Dental Base Plan Coverage
• 100% AvidXchange paid Life Insurance
• 100% AvidXchange paid Long-Term Disability
• 100% AvidXchange paid Short-Term Disability
• Employee Assistance Program (EAP) - Providescounseling services legal and financial consultations and health advocacy for Teammates and their eligible dependents
• Onsite Health Clinic with Atrium Health - available to Teammates and their eligible dependents
• 401(k) Match: 100% match on the first 3% of your salary plus 50% match on the next 2%
• Parental Leave: 8 weeks 100% paid by AvidXchange**
• Discounts on Pet Home and Auto insurance
• WeeCareChildcare Service:helps teammates find affordable daycarechildcareandtutors 40%less expensivethan traditional daycarecenters
• Perks at Work:free discount program that provides teammates the opportunity to save on items fromelectronics movie tickets car buying vacationsandmore
• Onsite gym fitness center yoga studio and basketball court
• Tuition Reimbursement up to the federal maximum of $5250***
• Hybrid Workplace Flexibility
• Free parking

*Fully granted from beginning of year pro-rated if hired mid-year

**Must be full-time for at least 3 months

***Must be full-time for at least one year

Equal Employment Opportunity

AvidXchange is an equal opportunity employer. AvidXchange is committed to equal employment opportunity in accordance with applicable federal state and local laws. AvidXchange will not discriminate against applicants for employment on any legally recognized basis. This includes but is not limited to veteran status race color religion sex sexual orientation gender identity gender expression national origin age and physical or mental disability.