Director – Global Operations

Reporting to: VP, Global Head of HR & Business Operations

The Director – Global Operations will be responsible for building and running the global operational backbone of Narwal.

This role is not only about creating processes. It is also about solving real problems as they come. The person should be able to step into messy situations, fix issues quickly, and then build a simple, scalable process so the problem does not repeat.

This role requires someone who can think clearly, define problems, and then solve them in a practical way.

• Understand how work is currently happening across teams and locations.
• Map current workflows and identify gaps or risks.
• Design simpler and better future workflows.
  
  Jump into urgent operational issues and solve them quickly.
• After solving, put a process in place so the issue does not repeat.
• Build a simple operating rhythm with clear owners, metrics, and reviews.
• Balance speed and structure. Do not slow the business down with heavy processes.

• Global Operational Strategy
• Build a simple and scalable global operations framework.
• Create standard processes, playbooks, and operating guidelines.
• Provide visibility into goals, risks, and dependencies.
• Drive cost control and operational efficiency.

• Review current workflows across key operational areas.
• Identify bottlenecks, risks, and gaps.
• Design improved future workflows.
• Implement changes in practical, phased steps.
• Perform root-cause analysis for recurring issues and fix them permanently.

• Support a distributed, global workforce.
• Ensure teams have the tools, infrastructure, and support they need.
• Work with HR and IT to support onboarding and team scaling.
• Prepare operations for new locations and teams.

• Build and manage a global vendor network.
• Negotiate and manage contracts with key suppliers.
• Ensure cost-effective procurement.

• Oversee day-to-day operations of the Cincinnati office.
• Ensure the office is ready for leadership visits, client meetings, and team events.
• Manage local vendors, service providers, and facility contracts.
• Maintain high workplace standards and operational readiness.

• Partner with Sales and Marketing teams to support client meetings, networking events, conferences, and industry engagements.
• Ensure smooth operational planning and execution of US-based marketing and client events.
• Coordinate vendors, venues, logistics, and on-ground execution where required.

• Represent Narwal in the US from an operational and compliance standpoint.
• Coordinate with HR, Legal, and Finance teams to ensure adherence to US regulations and local requirements.
• Act as the local escalation point for operational, administrative, and governance matters.
• Support leadership in managing operational and compliance risks in the US region.

• Work with Legal, Finance, Compliance, and HR teams.
• Ensure operations follow local and global regulations.
• Support audits and governance reviews.
• Lead business continuity planning.
• Identify and reduce operational and financial risks.
• Manage global operations and admin budgets.
• Track expenses and drive cost savings.
• Support planning for new locations and operational investments.

• Define and track key operational metrics.
• Provide regular updates to leadership.
• Drive continuous improvement across operations.

• Cost efficiency across regions
• Speed and quality of operational problem solving
• Vendor performance and cost control
• Compliance and audit readiness
• Readiness for team growth
• Execution of key operational projects

• Bachelor’s or Master’s degree.
• 12+ years of experience in operations in IT services or software companies.
• Experience working with global or distributed teams.
• Experience in scaling operations in growing organizations.
• Strong experience in vendor management, procurement, and operational governance.
• Experience working with global leadership teams, especially US-based teams.
• Strong financial and operational planning skills.
• Good communication and stakeholder management skills.
• Clear thinking and structured problem solving
• High ownership and accountability
• Ability to work in fast-moving environments
• Balance between speed and structure
• Strong execution focus
• Vendor and stakeholder management
• Comfort with ambiguity and urgent situations
• Ability to build simple, scalable processes