Head of Directory Operations

Head of Directory Operations

Requirements

• Bachelor’s degree in Operations, Data Management, Engineering, or a related field.
• 7+ years in operations, project management, or data-focused leadership roles.
• Experience managing hybrid/onshore-offshore teams.
• Comfortable working with CRM systems, data management tools, and reporting platforms.

Responsibilities

• Own the quality and reliability of the Wellist Community Resource Directory.
• Lead the end-to-end quality and operational integrity of the Wellist Community Resource Directory.
• Ensure vendor data is complete, current, and verified, while proactively identifying and addressing data gaps, duplication, and inconsistencies to support seamless platform functionality.
• Oversee the verification and re-verification of vendor listings via phone and email.
• Identify and resolve missing, outdated, or duplicate records.
• Manage data exports and integrations across internal platforms.
• Ensure accurate tagging of vendors across relevant service categories.
• Oversee the accurate tagging of vendors across structured service categories, maintaining taxonomy integrity and enabling scalable, high-quality directory navigation.
• Continuously improve taxonomy to enhance search experience.
• Collaborate with Product and Engineering to refine tagging tools and workflows.
• Manage a distributed team of U.S.-based call agents and India-based contractors.
• Establish and manage call quality review systems, monitor team performance, and deliver structured coaching and training to ensure consistency and excellence.
• Deliver training to improve performance, professionalism, and efficiency.
• Serve as the operational lead for all directory workflows and deliverables.
• Track KPIs related to data quality, call efficiency, and directory usability.
• Identify bottlenecks and lead structured process improvements.
• Maintain and improve SOPs to ensure consistency and scalability.
• Lead directory operations for new client implementations.
• Generate data gap reports and drive resolution.
• Align internal resources to meet project timelines and quality expectations.
• Work cross-functionally with internal engineers and external contractors to support and optimize data automation efforts – such as scraping, and data enrichment – that drive efficiency and accuracy in the directory.
• Help translate business intelligence goals and data quality KPIs into clear, actionable workflows, ensuring the team is aligned on priorities and measurable outcomes.
• Ensure that all technical operations are strategically aligned with the broader directory vision, delivery timelines, and client expectations.

Preferred Qualifications

No preferred qualifications provided.