Director, Business Operations

Overview

AARP is the nation's largest nonprofit, nonpartisan organization dedicated to empowering people 50 and older to choose how they live as they age. With a nationwide presence, AARP strengthens communities and advocates for what matters most to the more than 100 million Americans 50-plus and their families: health and financial security, and personal fulfillment. AARP also works for individuals in the marketplace by sparking new solutions and allowing carefully chosen, high-quality products and services to carry the AARP name. As a trusted source for news and information, AARP produces the nation's largest-circulation publications, AARP The Magazine and the AARP Bulletin.

Business Operations manages various shared support services and enterprise-wide functions to include records information management, business continuity planning, workplace safety and security, travel, food service, staff health clinic, fitness center, parking garage, facilities and real estate management, media operations and print and mail services.

The Director, Business Operations oversees business operations in alignment with the business unit or department’s strategy, planning, goals, and objectives. This role leads the implementation of projects and process improvement opportunities while developing plans to support successful execution. The position develops and manages resource allocation for various projects and works closely with internal departments, including Finance, Human Resources, Information Technology, Facilities, and others, to meet operational needs. The role also collaborates with senior management to identify opportunities and implement strategic and tactical plans that position the organization for success.

Responsibilities

Collaborates with cross-functional teams on strategic and tactical business unit objectives. Identifies opportunities for efficiencies in organizational processes or programs and resolves challenges to optimize results. Identifies trends, resolves systemic issues across functions, and ensures strong communication within a matrixed environment.

Provides data analysis and reporting to senior management. Represents the business unit on internal working groups. Develops, advises, supports, coordinates, and collaborates on special/ high-level strategic projects across the department/organization. Leads and collaborates with cross-functional teams on strategic and tactical business objectives and identifies opportunities for efficiencies in organizational process or programs and resolves challenges to optimize results. Organizes, problem solves, raises issues, and integrates initiatives, solutions, and actions for management.

Oversees the successful implementation of a variety of projects and addresses operational challenges in support of the overall smooth business operations of the business unit/department.

Supports business unit/department by providing administrative-level oversight on a variety of projects, programs, and initiatives that are typically division-wide or enterprise-wide as needed by the business unit/department.

Partner with VPs and Executive Leadership to identify, define, and plan operational opportunities. Liaises with suppliers to ensure annual compliance and maintain good business standing. Assists in the development of backup and recovery plans for critical business systems and functions. Directs the sourcing and management of specific vendors and their activities as they relate to program design, implementation, and enhancements.

Develops long-term goals and strategic and tactical plans to ensure continued success. Studies, analyzes, and monitors the organization’s position within the industry. Coordinates and integrates division plans with the organization’s business goals and objectives and with other internally-facing business units/departments. Communicates performance results with senior management. Advises and recommends strategies based on reviews.

Manage the development of the reporting team of business operations professionals; setting performance expectations, prioritizing work, and ensures team capabilities align with current and future business needs.

Lead in progressing digital and operational transformation initiatives by partnering with technology and functional leaders to modernize business processes, improve data quality, and enable scalable and efficient operations.

Qualifications

Bachelor’s degree in Business Administration, Operations Management, Hospitality Management, Facilities Management, or a related field, with 8+ years of progressive experience in corporate operations, workplace services, facilities management, or business services, including leadership responsibility for strategy, service delivery, and program management.

Demonstrated experience managing multiple operational programs simultaneously, including corporate travel, food services, managed print services, parking, or other workplace-related programs, while shaping strategies that balance competing priorities and ensure high levels of service and stakeholder satisfaction. Strong leadership and team development skills, including coaching staff, managing vendor partners, and fostering a customer-focused service culture.

Experience directing outsourced service providers and managing vendor relationships across multiple service lines, including contract administration, statement of work (SOW) management, and performance oversight.

Proven success identifying and implementing operational improvements, process enhancements, and service delivery efficiencies that improve customer experience and business outcomes.

Experience collaborating with Finance, Procurement, Information Technology, Facilities, and other business partners to drive program objectives and operational priorities, while developing and implementing procedures, service standards, performance metrics, and reporting processes to measure effectiveness and drive accountability.

Experience managing program budgets, forecasting expenditures, and monitoring vendor performance against financial and operational objectives.

Strong communication and stakeholder management skills, with the ability to build effective working relationships across all levels of the organization.

Preferred

Master’s degree in Business Administration (MBA) or a related field, with experience leading workplace experience, employee services, or corporate amenities programs in a corporate, nonprofit, or professional services environment; implementing technology-enabled solutions, automation tools, or digital platforms to improve operational efficiency, service delivery, and user experience; and establishing and analyzing key performance indicators (KPIs), service level agreements (SLAs), and customer satisfaction metrics to inform program strategy and continuous improvement initiatives.

AARP will not sponsor an employment visa for this position.

Additional Requirements

• Regular and reliable job attendance
• Effective verbal and written communication skills
• Exhibit respect and understanding of others to maintain professional relationships
• Independent judgement in evaluation options to make sound decisions
• In office/open office environment with the ability to work effectively surrounded by moderate noise

Hybrid Work Environment

AARP observes Mondays and Fridays as remote workdays, except for essential functions. Remote work can only be done within the United States and its territories.

Compensation and Benefits

AARP offers a competitive compensation and benefits package including a 401(k); 100% company-funded pension plan; health, dental, and vision plans; life insurance; paid time off to include company and individual holidays, vacation, sick, caregiving, and parental leave; performance-based and peer-based recognition and tuition reimbursement.

Equal Employment Opportunity

AARP is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. AARP does not discriminate on the basis of race, ethnicity, religion, sex, color, national origin, age, sexual orientation, gender identity or expression, mental or physical disability, genetic information, veteran status, or on any other basis prohibited by applicable law.