Note: The job is a remote job and is open to candidates in USA. CharterUP is transforming the group transportation and mobility market with an AI native platform. They are seeking a Director of Operations and Vendor Compliance to lead data-driven operational strategies, ensure compliance, and drive performance improvements across teams.
Responsibilities
- Own the compilation, analysis, and visualization of operational data building Tableau dashboards and reporting frameworks to identify opportunities, monitor KPIs, and support executive decision making
- Deliver actionable insights to executive leadership, ensuring data informs daily execution and long-term strategy
- Advanced ability to manipulate, clean, and interpret large datasets; experience with BI tools (Tableau, Looker, Power BI) and proficiency in SQL or other query languages strongly preferred. Must be able to build dashboards and explain analytical reasoning in detail
- Serve as the VP’s operational extension—taking tactical execution and operational oversight off their plate
- Drive cross-functional priorities with discipline, ensuring initiatives are executed with rigor and leadership bandwidth is preserved
- Lead a distributed team of managers and supply specialists, ensuring leaders under you are aligned, supported, and held accountable
- Set clear expectations, track performance, and consistently drive improvement against KPIs for productivity, efficiency, and SLA attainment
- Identify and execute strategies to improve operational efficiency and margin attainment, including new tools, automation, and process redesign
- Drive initiatives focused on reducing service failures and improving provider capacity through rigorous data analysis and continuous improvement
- Build region-specific margin strategies through cross-functional collaboration with Service Operations and Data Science
- Strengthen pricing integrity controls to ensure vendor pricing aligns with market standards and supports wholesale margins
- Provide senior leadership to the compliance function, ensuring vendor adherence to company policies, contractual obligations, and operational standards
- Oversee programs to strengthen delivery reliability and risk management
Skills
- 8+ years of experience leading operations in high-volume service delivery, dispatching or contact center environments ideally within transportation, mobility, or other complex service industries where compliance, customer satisfaction, and vendor management are critical
- Proven success managing frontline leaders and large teams in high-volume, high-stakes environments
- Advanced ability to compile, analyze, and visualize data using Tableau, Excel, and Google Sheets—capable of building dashboards and reporting independently without reliance on a dedicated analyst
- Strong track record of driving manager performance and holding teams accountable to KPIs
- Ability to balance strategic vision with tactical execution, rolling up sleeves when needed to solve problems, build processes, and drive results
- Vendor-facing communication and escalation management skills with executive presence
- Highly organized, data-driven, and comfortable making decisions under pressure while managing both short-term problem-solving and long-term process improvements
- Experience with BI tools (Tableau, Looker, Power BI) and proficiency in SQL or other query languages strongly preferred
- The ideal candidate will have worked in vendor management in a 2 sided marketplace
Benefits
- Flexible Work Model: CharterUP operates as a remote-first company, with select roles requiring regular, in-office presence based on team and business needs. Role-specific expectations will be shared during the hiring process. U.S.-based employees may reside in any of our 19 approved states.
- Comprehensive Health & Wellness: Medical, dental, and vision insurance, mental health support, virtual care, gym discounts, and family-building benefits. In the U.S., we cover 100% of premiums for employees. International benefits align with local standards.
- Time Off to Recharge: Paid time off so you can truly unplug. U.S.: 15 PTO days (increasing to 20 after 2 years) + 8 paid holidays. International policies vary by country.
- Financial Peace of Mind: Company-paid life, short-term, and long-term disability insurance where available.
- Referral Rewards: Earn bonuses for bringing top talent to the team.
- Planning for the Future: Long-term financial planning support. U.S.: 401(k) plan. International: region-specific savings programs where applicable.
- Top-Tier Tech: Choose a Mac or PC, plus monitor, keyboard, and mouse to hit the ground running.
Company Overview
CharterUP is a fully-integrated marketplace for charter bus reservations. It was founded in 2018, and is headquartered in Atlanta, Georgia, USA, with a workforce of 201-500 employees. Its website is https://www.charterup.com.