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Director Service Operations Jobs in Boston, MA (NOW HIRING)

Waxy's

Director of Operations

Brookline, MA · On-site

We are currently looking for a dynamic, service minded Director of Operations that is highly experienced and has consistently demonstrated the ability to lead diverse, cross-functional teams of ...

Waxy's

Director of Operations

Brookline, MA

We are currently looking for a dynamic, service minded Director of Operations that is highly experienced and has consistently demonstrated the ability to lead diverse, cross-functional teams of ...

AppJaxx

Director of Operations

Sudbury, MA

... B service providers to help them scale through LinkedIn lead generation, appointment-setting ... As we continue to scale, we are seeking an experienced Director of Operations to oversee internal ...

Boston CASA

Director of Operations

Boston, MA

General Description The Director of Operations provides direction and day-to-day management of ... maintenance, services and repairs as needed Improve processes and policies in support of ...

Burns Recruitment

Director of Operations

Woburn, MA

$85K/yr

Monitor service quality and client satisfaction * Support care coordination and service delivery efforts * Identify operational challenges and implement solutions * Lead process improvement ...

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Director Service Operations information

See Boston, MA salary details

$36.9K

$117K

$195K

How much do director service operations jobs pay per year?

As of Jul 29, 2026, the average yearly pay for director service operations in Boston, MA is $116,984.00, according to ZipRecruiter salary data. Most workers in this role earn between $82,000.00 and $147,200.00 per year, depending on experience, location, and employer.

Who is higher, COO or director of operations?

In most organizations, the Chief Operating Officer (COO) is higher than the Director of Operations. The COO typically oversees multiple departments and reports directly to the CEO, while the Director of Operations manages daily operational activities within a specific area or division. The Director of Operations usually reports to the COO or another senior executive.

What is the difference between Director Service Operations vs Service Manager?

AspectDirector Service OperationsService Manager
ResponsibilitiesOversees multiple service departments, develops strategic initiatives, manages large teams, and aligns service goals with company objectives.Manages daily service delivery, supervises service teams, handles customer issues, and ensures service quality at the operational level.
Required CredentialsBachelor's degree; often MBA or related certifications; extensive experience in service management.Bachelor's degree; experience in service delivery; certifications like ITIL or customer service management are common.
Work EnvironmentCorporate offices, strategic planning sessions, cross-department collaboration.On-site service centers, customer sites, operational meetings.

The main difference between a Director Service Operations and a Service Manager lies in scope and strategic focus. The Director oversees multiple departments and aligns service strategies with business goals, while the Service Manager handles day-to-day service delivery and customer interactions. Both roles require relevant experience and certifications, but the Director's role is more strategic and leadership-oriented.

What are the key skills and qualifications needed to thrive as a Director of Service Operations, and why are they important?

To thrive as a Director of Service Operations, you need strong leadership, strategic planning, and operational management skills, typically supported by a bachelor’s or master’s degree in business or a related field. Familiarity with CRM platforms, IT service management tools, and Lean or Six Sigma certifications is commonly required. Exceptional communication, problem-solving, and change management abilities help you drive performance and foster a positive team culture. These competencies are crucial for ensuring efficient service delivery, customer satisfaction, and alignment with organizational goals.

What is a Director of Service Operations?

A Director of Service Operations is a senior management professional responsible for overseeing the delivery and efficiency of a company's service operations. They ensure that customer service processes, support teams, and operational workflows run smoothly and effectively. Their role often includes developing strategies to improve service quality, managing budgets, leading teams, and collaborating with other departments to align service goals with overall business objectives. Directors of Service Operations play a key role in driving customer satisfaction and operational excellence within an organization.

What is the role of director operations?

A Director of Service Operations oversees the delivery of services within an organization, ensuring efficiency, quality, and customer satisfaction. They develop strategies, manage teams, and coordinate resources to meet operational goals, often utilizing tools like performance metrics and process improvement methodologies.

What does a director of service operations do?

A director of service operations oversees the delivery of services within an organization, ensuring efficiency, quality, and customer satisfaction. They develop strategies, manage teams, monitor performance metrics, and coordinate resources to meet organizational goals.

What are some common challenges faced by a Director of Service Operations, and how can they be effectively managed?

Directors of Service Operations often encounter challenges such as balancing customer satisfaction with operational efficiency, managing cross-functional teams, and adapting to rapidly evolving technologies. Effective management involves fostering clear communication across departments, implementing data-driven performance metrics, and encouraging a culture of continuous improvement. Regularly reviewing service processes and investing in team development can also help address bottlenecks and enhance overall service delivery.

Is a director of operations a high position?

A director of operations is a senior leadership role responsible for overseeing daily business functions, strategic planning, and operational efficiency. It is considered a high-level position often reporting to executive management and requiring extensive experience and leadership skills.
What are the most commonly searched types of Service Operations jobs in Boston, MA? The most popular types of Service Operations jobs in Boston, MA are:
What are popular job titles related to Director Service Operations jobs in Boston, MA? For Director Service Operations jobs in Boston, MA, the most frequently searched job titles are:
What job categories do people searching Director Service Operations jobs in Boston, MA look for? The top searched job categories for Director Service Operations jobs in Boston, MA are:
What cities near Boston, MA are hiring for Director Service Operations jobs? Cities near Boston, MA with the most Director Service Operations job openings:
Director Service Operations jobs near you
Infographic showing various Director Service Operations job openings in Boston, MA as of July 2026, with employment types broken down into 1% As Needed, 82% Full Time, 13% Part Time, 1% Temporary, and 3% Contract. Highlights an 92% Physical, 3% Hybrid, and 5% Remote job distribution, with an average salary of $116,984 per year, or $56.2 per hour.

Manager, AI Service Operations Transformation PMO

CVS Health

Wellesley, MA

$54K - $159K/yr

Full-time

Medical, Dental, Vision, Retirement, PTO

Posted 20 days ago

CVS Health rating

5.8

Company rating: 5.8 out of 10

Based on 4,320 frontline employees who took The Breakroom Quiz

87th of 109 rated pharmacies

Job description

We're building a world of health around every individual - shaping a more connected, convenient and compassionate health experience. At CVS Health, you'll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselvesaccountable and prioritize safety and quality in everything we do. Join us and be part of something bigger - helping to simplify health care one person, one family and one community at a time.

Position Summary

Manager, AI Service Operations Transformation PMORole Overview

At Aetna, a CVS Health company, we are transforming Service Operations through the deployment of AI, automation, and advanced workflow capabilities to drive productivity, improve colleague experience, and deliver better outcomes for members and providers.

We are seeking a Manager, AI Service Operations Transformation PMO to join the Service Operations Transformation PMO. This role will serve as a central point of orchestration across business, operations, and technology teams to drive execution, rollout, and adoption of AI-enabled capabilities across the organization.

This is not a build or engineering role. Instead, this leader will ensure AI solutions are effectively adopted and delivering measurable value-connecting business needs with technical delivery and driving outcomes in complex, fast-moving environments.

Key ResponsibilitiesAI Program Execution & Orchestration
  • Lead end-to-end project management for a portfolio of AI and automation initiatives across Service Operations, through deployment and scaling
  • Coordinate across business stakeholders, operations teams, and DDAT to ensure aligned priorities, timelines, and execution plans
  • Manage multiple concurrent initiatives with complex interdependencies, ensuring work progresses with clarity and accountability
  • Identify risks, dependencies, and execution gaps early and drive resolution to maintain delivery momentum

Adoption, Change Management & Value Realization

  • Serve as the primary point of accountability for adoption and business readiness for AI Service Operations solutions
  • Partner with operations leaders to ensure workflows, behaviors, and processes evolve alongside new technology
  • Drive structured adoption plans including communications, training, and feedback loops
  • Track and report on value realization and identify actions to close gaps
Business-Technology Alignment
  • Translate business needs into clearly defined requirements, use cases, and success metrics for AI-enabled solutions
  • Ensure technology solutions align to real operational workflows and drive intended outcomes
  • Act as a bridge between operations and DDAT, maintaining clear roles and avoiding duplication of responsibilities
PMO Discipline & Governance
  • Apply disciplined project management practices across all initiatives, including planning, tracking, reporting, and governance
  • Develop executive-ready updates on program status, risks, and impact
What Success Looks Like
  • AI solutions are not just deployed-but consistently adopted and embedded into daily workflows
  • Measurable improvements in productivity, quality, and experience across Service Operations
  • Clear visibility into portfolio health, outcomes, and value delivered
  • Strong alignment across business and technology teams, with minimal friction or rework


Required Qualifications

Experience
  • 5+ years of experience in program/project management, transformation, or PMO roles, preferably in operations-heavy environments
  • Experience managing multiple concurrent, cross-functional initiatives with complex dependencies
  • Exposure to AI, machine learning, automation, or digital transformation initiatives (direct build experience not required)
  • Demonstrated ability to drive adoption and change management, not just delivery
Capabilities
  • Strong ability to connect business needs, workflows, and technology solutions
  • Comfortable operating in ambiguity and managing multiple moving parts simultaneously
  • Excellent stakeholder management and ability to influence without direct authority in a matrixed environment
  • Strong problem-solving skills and ability to proactively identify and resolve execution risks
  • Executive-level communication skills with experience creating clear, concise updates


Preferred Qualifications

  • Experience in healthcare, payor, or service operations environments
  • Familiarity with contact center operations, claims, or member/provider experience
  • Experience tracking operational KPIs
  • Graduate degree in AI-related field


Education
Bachelor's degree or Master's degree in AI related program preferred or equivalent work experience.

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The typical pay range for this role is:

$54,300.00 - $159,120.00

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people

We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.

This fulltime position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial wellbeing of colleagues and their families. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility.


Additional details about available benefits are provided during the application process and on Benefits Moments.

We anticipate the application window for this opening will close on: 07/31/2026

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.

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