Director of Operations

About AbacumAbacum is the leading Business Planning solution for finance teams to drive performance. By automating reporting, enabling collaboration, and simplifying planning and forecasting, we help finance teams shift from number crunching to driving strategic decisions.Founded in 2020 by two former CFOs, we’ve grown into a global team of 100+ people across 30+ nationalities. Headquartered in New York, we have offices in London and Barcelona. We’re trusted by industry leaders such as Dish Networks, Strava, BetterUp, Kajabi, JG Wentworth, Abridge, Cortex, and hundreds more.We have raised over $100m, closing in June 2025 our $60M Series B, led by Scale Venture Partners, with the strong participation of Cathay Innovation, Y Combinator, Atomico, Creandum, and angel operators from Adyen, Zapier, and Twitch.Our mission is ambitious and we can’t do it alone - join Abacum as we build the future of Business Planning!The RoleThe Director of Operations will be responsible for leading and scaling three critical functions:Implementations – The team responsible for delivering successful Abacum implementations for new customers.Customer Support – The team ensuring timely, high-quality support and resolution for existing customers.Partners Enablement & Support – The function responsible for enabling and supporting our implementation partners so they can successfully deploy Abacum.This is a highly strategic and operational leadership role. You will ensure customers go live successfully, achieve value quickly, and receive world-class ongoing support, while building scalable processes and a high-performance team.Key Responsibilities1. Implementation ExcellenceOwn the end-to-end implementation strategy and delivery framework.Ensure projects are delivered on time, within scope, and with high customer satisfaction.Define and continuously improve implementation methodology, tooling, and best practices.Drive standardization and scalability while maintaining quality.2. Customer Support LeadershipBuild and manage a high-performing support organization.Define SLAs, KPIs, and performance standards.Improve resolution times, customer satisfaction, and operational efficiency.Establish structured feedback loops with Product and Engineering.3. Partner EnablementDesign and execute the partner onboarding and certification framework.Ensure partners are properly trained and capable of delivering successful implementations.Provide ongoing support and governance to implementation partners.Build scalable documentation and knowledge-sharing systems.4. Team Leadership & Operational RigorLead, coach, and develop managers and individual contributors.Define clear performance metrics across implementations and support.Build forecasting capacity and resource planning models.Drive continuous improvement and accountability.What We’re Looking ForExperience10+ years of experience implementing enterprise software solutions.5+ years leading and scaling teams (implementation, consulting, or operations).Strong background in top-tier consulting firms (Big 4 or similar), implementing complex software solutions.Direct experience with FP&A platforms is mandatory (e.g., Anaplan, Adaptive, Pigment, Workday FP&A, etc.).Experience working with Office of the CFO stakeholders.Skills & CompetenciesStrong operational mindset with structured thinking.Ability to scale processes without losing quality.Experience leading customer-facing teams with revenue impact.Excellent executive communication skills.Ability to operate in a fast-growing, Series B environment.Strong cross-functional leadership and influence.What Success Looks LikeReduced time-to-value for new customers.High implementation CSAT and on-time delivery.Scalable support organization with measurable SLAs.Strong partner ecosystem capable of independently delivering implementations.Clear operational dashboards and predictable execution.Why Join AbacumLead a mission-critical function at a fast-growing, well-funded company shaping the fu ... (truncated, view full listing at source)