Head of Operations Overtime.ai

Responsibilities

• Lead operational execution across implementations, onboarding, client launches, and production environments
• Establish operational processes, controls, escalation paths, and execution standards across the organization
• Drive accountability across internal teams and external partners to ensure operational consistency and execution discipline
• Maintain operational readiness for platform deployments, workflow changes, and client expansions
• Own deployment execution and operational coordination for collection agencies, healthcare organizations, debt buyers, and servicing clients
• Build scalable onboarding, implementation, and operational support processes
• Ensure operational workflows align with client requirements, staffing models, servicing strategies, and compliance expectations
• Coordinate implementation activities across Product, Engineering, Compliance, Legal, and client stakeholders
• Support audit readiness, documentation standards, complaint escalation management, and operational governance
• Ensure operational teams execute within approved compliance and workflow standards
• Develop operational playbooks, deployment standards, QA processes, workflow governance, and escalation procedures
• Identify operational gaps, servicing inefficiencies, workflow risks, and process breakdowns
• Drive operational improvements focused on scalability, consistency, compliance, and client outcomes
• Coordinate operational testing, release readiness, and production support activities
• Coordinate priorities, dependencies, risks, and operational deliverables across teams
• Ensure product releases and workflow changes can be operationalized effectively in live environments
• Manage relationships with operational leaders, compliance teams, implementation stakeholders, and external partners
• Support issue resolution, operational optimization, and client adoption efforts
• Track operational KPIs including deployment timelines, implementation success, workflow efficiency, client adoption, QA trends, and operational risk indicators
• Deliver operational reporting and execution updates to executive leadership
• Support leadership with operational planning, prioritization, and resource coordination