Director of Operations & Delivery at REDi

About REDi
REDi provides fraud prevention solutions for debit, credit, and prepaid cards to banks and credit unions across the United States. Our automation helps clients reduce operating risk, and our product suite continues to expand based on industry trends and client feedback. We operate remotely across the US with a results-oriented, pragmatic, and collaborative work style.

About the Role
REDi is seeking a hands-on Director of Operations and Delivery to serve as the company's primary internal execution leader. Reporting directly to the CEO, this person will oversee day-to-day delivery across client services, implementations, support, development execution, quality assurance, compliance, and external partners.

This role allows the CEO to focus on revenue, marketing, strategic partnerships, and company direction, while ensuring REDi delivers consistently and scales without compromising quality. This is a working leadership position - someone equally comfortable setting priorities and managing detailed execution. You'll identify issues and bring significant decisions to the CEO for approval, then own execution and results.

Responsibilities

Operations and Client Delivery

• Own day-to-day operational execution across REDi, ensuring client commitments are tracked and delivered
• Identify operational risks before they become client issues, and drive continuous process improvement

Client Implementations

• Oversee implementations from contract handoff through production deployment and transition to support
• Coordinate REDi resources, clients, processors, digital banking providers, and other third parties, removing blockers before they affect client commitments

Development and QA Execution

• Own business and operational execution of REDi's development process, including backlog management, sprint planning, requirements, and release readiness
• Coordinate QA resources and testing processes to ensure releases meet business requirements and reduce defects and rework
• Note: this role owns delivery and execution, not technical architecture or coding decisions, which remain with engineering

Support and SLA Performance

• Own operational performance of client support, including case prioritization, escalation, and resolution
• Monitor SLA performance and establish reporting on volume, response time, and recurring issues

Partner Management

• Serve as the primary coordination point for external delivery partners, including engineering, QA, call center providers, and processors
• Set clear priorities, expectations, and performance measures for each partner

Compliance

• Own operational coordination of REDi's SOC 2 Type II compliance program, including documentation, controls, evidence collection, and audit readiness
• Identify compliance gaps and recommend remediation to the CEO

Operational Reporting

• Establish and track operating metrics across implementation, support, development, QA, partner performance, and compliance readiness
• Provide the CEO clear visibility into performance, risks, and priorities

Qualifications

• Significant experience in banking, fintech, payments, or a related technology environment
• Demonstrated experience leading operations, implementations, or technology delivery
• Experience managing external engineering, technology, or service partners
• Experience with SOC 2, information security, or comparable compliance programs strongly preferred
• Prior people leadership preferred
• Strong understanding of how banks and credit unions operate is highly desirable
• Working knowledge of Agile development, backlog management, QA, and software releases
• Comfortable operating in a smaller organization where leadership means hands-on execution
• Strong analytical, organizational, and problem-solving skills
• Highly accountable, operationally disciplined, and pragmatic