Lead, Digital Operations

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A Brief Overview
We are building a modern digital organization that drives meaningful growth and operating value for Safelite. Digital Operations creates the structure, visibility, and discipline that help that organization perform at its best. We are seeking a Lead, Digital Operations to operate and continuously improve the mechanisms that connect planning, portfolio visibility, performance, and decision making across Digital.

Reporting to the head Digital Operations, you will work across the Digital portfolio to maintain a clear view of priorities, commitments, capacity, dependencies, and outcomes. You will turn the Digital operating model into a working system that leaders and teams can rely on to make decisions and deliver against shared goals.

This is a senior individual contributor and builder role. You will lead core operating rhythms, build the tools and performance views the organization runs on, use AI to improve the speed and quality of the work, and identify where the operating model itself can become more effective.

What You Will Do

• Lead the Digital Operating Cadence

• Lead the planning and performance rhythms that connect strategy, priorities, capacity, commitments, and outcomes across Digital.

• Run quarterly planning, roadmap reviews, retrospectives, performance reviews, and in-cycle decision forums.

• Shape each forum around the evidence and decisions that matter, with clear ownership and follow-through.

• Maintain the shared views leaders and teams use to understand priorities, commitments, dependencies, capacity, and risk.

• Ensure decisions translate into action and are reflected consistently across the portfolio.

• Maintain the Integrated Portfolio

• Build and maintain the connected view of work across Digital product domains and functional priorities.

• Bring individual product and functional roadmaps together into a portfolio-level view of investment, expected outcomes, timing, and dependencies.

• Surface competing priorities, capacity constraints, cross-team dependencies, and risks early enough to act.

• Work directly with Product and functional leaders to keep the portfolio current and decision-ready.

• Create clarity around what has changed, where attention is required, and which decisions need to be elevated.

• Enable Prioritization and Investment Decisions

• Operate the mechanisms through which new opportunities and investments are evaluated across Digital.

• Ensure opportunities have clarity around expected value, intended outcomes, strategic alignment, evidence, and capacity implications.

• Build the analysis and tradeoff views leaders need to compare opportunities and make portfolio decisions.

• Translate prioritization decisions into changes across roadmaps, capacity, commitments, and portfolio views.

• Identify where demand, capacity, or changing performance requires a broader investment decision.

• Build the Performance Signal

• Build and maintain the connected view of Digital performance across product outcomes, customer behavior, financial performance, operational impact, and delivery health.

• Partner with Finance, Analytics, Product, and Technology to maintain trusted measures and clear definitions.

• Connect what was invested, what changed, and what value was created into a coherent view of portfolio performance.

• Develop concise performance narratives that explain what the evidence indicates, where trajectory is changing, and what requires action.

• Identify gaps in the signal and work across teams to improve the quality, consistency, and usefulness of the data.

• Improve the Digital Operating Model

• Evaluate how planning, prioritization, decision making, discovery, delivery, and cross-functional collaboration are working in practice.

• Identify where the model creates friction through decision latency, rework, unclear ownership, unnecessary handoffs, competing processes, or low-value coordination.

• Design and implement improvements to the ways of working, tools, routines, and operating mechanisms.

• Establish measures that show whether those changes improved flow, predictability, learning velocity, quality, or team effectiveness.

• Bring evidence from the day-to-day operation of the system back into how the broader Digital operating model evolves.

• Enable AI-powered Ways of Working

• Use AI directly across portfolio analysis, reporting, synthesis, planning, documentation, and operational workflows.

• Build AI-enabled approaches that reduce administrative effort and increase the speed and quality of the organization’s operating signal.

• Use AI-native tools to synthesize information across teams, surface emerging patterns, identify inconsistencies, and support faster analysis.

• Help translate emerging AI capabilities into repeatable ways of working across Digital.

• Measure whether AI-enabled workflows improve cycle time, capacity, quality, or decision making rather than focusing on adoption alone.

• Connect Digital Across Safelite

• Work across Finance, Analytics, Technology, Field Operations, Contact Center, Supply Chain, Marketing, and other functions where Digital planning and delivery intersect with the broader business.

• Maintain visibility into cross-enterprise dependencies that affect Digital priorities, commitments, and outcomes.

• Ensure changes in business priorities, operational capacity, or enterprise plans are reflected in Digital portfolio views.

• Create shared clarity around dependencies, commitments, timing, and decisions across functions.

• Performs other duties as assigned

• Complies with all policies and standards

What You Will Need

• Bachelor's Degree or equivalent work experience Required

• 4-6 years of experience in product operations, digital operations, business operations, program management, product management, or a related discipline within a product-led or digital organization.

• Experience leading planning, portfolio, or performance mechanisms across multiple product or cross-functional teams.

• REQUIRED QUALIFICATIONS

• 5+ years of experience in product operations, digital operations, business operations, program management, product management, or a related discipline within a product-led or digital organization.

• Experience leading planning, portfolio, or performance mechanisms across multiple product or cross-functional teams.

• Experience building integrated portfolio views, roadmaps, capacity models, dashboards, or performance systems that support leadership decisions.

• Strong analytical fluency and comfort working directly with product, financial, operational, and delivery data.

• Experience translating complex portfolio and performance information into clear implications, tradeoffs, and decisions.

• Demonstrated fluency using AI for analysis, synthesis, reporting, workflow automation, and operational improvement.

• Strong understanding of modern product ways of working, including continuous discovery and delivery, outcome-based planning, experimentation, and empowered cross-functional teams.

• Strong facilitation, written communication, and stakeholder leadership skills.

• Ability to operate independently, bring structure to ambiguity, and drive work across teams without formal authority.

• TARGET EXPERIENCE

• We are looking for a senior operator who understands how a modern digital product organization works and knows how to make the system behind it perform better.

• You have worked across multiple product teams and can connect individual roadmaps, priorities, capacity, dependencies, and outcomes into a portfolio-level view.

• You have built or significantly improved planning, performance, or portfolio practices and understand that the value is not in the artifact itself. The value is whether it produces better decisions, clearer priorities, stronger accountability, and better outcomes.

• You are comfortable moving between detailed analysis and executive-level synthesis. You can investigate why a metric changed, understand the implications of a capacity constraint, frame a portfolio tradeoff, and turn that complexity into a clear decision.

• You also challenge the system itself. When a process, meeting, workflow, or operating mechanism no longer helps the organization perform, you use evidence to improve it.

• PREFERRED QUALIFICATIONS

• Experience operating or improving the product operating model of a scaled digital organization.

• Experience with portfolio management, capacity planning, product analytics, and performance management.

• Familiarity with financial benefits cases, investment analysis, or value realization.

• Experience building AI-enabled operating workflows across Product, Design, Engineering, Research, Analytics, or related functions.

• Background spanning operations and product, strategy, analytics, engineering, design, or finance.

• Experience in organizations where digital products are closely connected to field operations, contact centers, supply chain, or other operational functions.

• CORE CAPABILITIES

• Operating Model Execution. Turns the Digital operating model into effective planning, performance, and decision mechanisms.

• Portfolio Leadership. Maintains an integrated view across teams and turns portfolio complexity into clear priorities, dependencies, and decisions.

• Performance Intelligence. Connects product, delivery, customer, financial, and operational signals into actionable insight.

• Decision Enablement. Frames evidence, implications, and tradeoffs so leaders can make timely, informed decisions.

• Operating Model Improvement. Identifies where the system limits performance and leads evidence-based improvements.

• Analytical Rigor. Works directly with the data and maintains a high standard for the quality and interpretation of the signal.

• AI-Enabled Operations. Uses AI to increase the leverage, speed, and quality of Digital’s operating mechanisms.

• Independent Leadership. Leads complex cross-functional work through expertise, credibility, and influence rather than formal authority.

• Follow-Through. Maintains momentum from decision through execution and ensures commitments and dependencies are resolved.

This job description in no way states or implies that these are the only duties to be performed by an employee occupying this position. Employees may be required to perform other related duties as assigned to ensure workload coverage. This job description does NOT constitute an employment agreement between the employer and employee and is subject to change by the employer as the organizational needs and requirements of the job change.

This position description is not all inclusive for every aspect of this role. Reasonable accommodations will be made for individuals covered by ADA, ADEA, FMLA and other laws and regulations in accordance with their requirements. Physical and mental demands are not, and should not be construed to be job qualification standards, but are illustrated to help the employer, employee and/or applicant identify tasks where reasonable accommodations may need to be made when an otherwise qualified person is unable to perform the job’s essential duties because of an ADA disability.

Other qualifications may be required to ensure employment eligibility in accordance with local laws, regulations and with Safelite Group, Inc. policies and practices.