Director of Operations and Service Delivery

Director of Operations and Service Delivery

Location: Schaumburg, IL (On-site)

About Aptaero

Aptaero is a B2B SaaS company delivering mission-critical technology for airlines and airports. Our platforms support airline departure control and passenger handling, as well as secure access solutions for airports. We operate in highly regulated, operationally sensitive environments where reliability, security, and trust are essential.

Our systems are part of the daily rhythm of aviation operations and support journeys that millions of passengers rely on every day.

Why This Role Matters

The Director of Operations and Service Delivery is accountable for the reliability, predictability, and execution of Aptaero's customer-facing operations. This role ensures our platforms are stable, our customers are supported, and our onboarding and service delivery teams operate as one cohesive organization.

This leader plays a critical role in protecting customer trust, strengthening operational maturity, and enabling the company's long-term growth. This is a senior leadership role and is not a hands-on technical position.

Who This Role Is and Is Not For

This role is for a senior operations leader who:

• Has experience leading managers and building accountability through them
• Enjoys setting direction, defining operating rhythms, and holding teams to outcomes
• Is comfortable owning complex, cross-functional problems without personally executing technical work
• Has operated in environments where uptime, reliability, and customer trust are critical

This role is not for someone who:

• Primarily wants to be hands-on in infrastructure, support, or engineering work
• Is most comfortable managing individual contributors rather than managers
• Prefers narrowly defined responsibilities over broad operational ownership
• Is seeking a purely strategic role without day-to-day operational accountability

What You'll Own

• End-to-end accountability for Infrastructure Operations, Service Delivery and Support, and Customer Onboarding and Implementation

• Leadership of a manager-of-managers organization across multiple operational functions

• SaaS reliability, uptime, incident management, and SLA performance

• Operational readiness for releases, changes, and customer go-lives

• Executive-level escalation for customer-impacting issues

• Leadership and development of managers and their teams

• Operational planning, governance, and continuous improvement

Key Responsibilities

Operations and Service Delivery Leadership

• Lead managers responsible for infrastructure operations, support, and implementation

• Ensure consistent execution across onboarding, support, and ongoing service delivery

• Direct incident response, root cause analysis, and corrective actions

• Establish and monitor KPIs, SLAs, and operational reporting

Customer Onboarding and Support

• Oversee onboarding delivery timelines, quality, and handoffs

• Improve support workflows, escalation paths, documentation, and communication

• Maintain awareness of customer operational environments and aviation-specific constraints

Operational Strategy and Governance

• Develop operational plans aligned with company objectives

• Drive improvements in scalability, efficiency, and service quality

• Own operational compliance and risk management

• Partner with Finance and HR on budgeting, staffing, and capacity planning

People Leadership

• Develop and coach high-performing managers and their teams

• Establish clear expectations, accountability, and career development paths

• Foster a disciplined, collaborative operations culture

Required Experience

• 10+ years of progressive experience in operations, service delivery, or related leadership roles within SaaS or technology-enabled organizations

• Demonstrated experience managing managers across multiple operational disciplines, such as infrastructure, support, service delivery, or implementation

• Proven ability to lead complex operational organizations without being hands-on in day-to-day technical execution

• Strong understanding of SaaS reliability, incident management, SLAs, and operational KPIs

• Experience partnering cross-functionally with engineering, product, finance, and customer-facing teams

• Ability to interpret operational data, identify trends, and drive measurable performance improvements

Strongly Preferred

• Experience in aviation, transportation, or other regulated operational environments

• Experience supporting mission-critical or high-availability SaaS platforms

• Familiarity with compliance frameworks such as PCI or ISO 27001

• Experience supporting enterprise or government-adjacent customers

Compensation and Benefits

Base salary range: $155,000 – $165,000, commensurate with experience and scope of responsibility.

This role is eligible for an annual performance-based bonus, in addition to a comprehensive benefits package that includes a 401(k) plan, generous paid time off, and medical, dental, and vision coverage.

Hiring Process

• Initial screening with HR

• Interview with executive leadership

• On-site panel interview

• Offer