Aptaero · 1 month ago
Director of Operations & Service Delivery
Greater Chicago Area
Full-time
Onsite
Director/Executive
$155K/yr - $165K/yr
10+ years expAptaero is a B2B SaaS company delivering mission-critical technology for airlines and airports. The Director of Operations and Service Delivery is accountable for the reliability, predictability, and execution of customer-facing operations, ensuring platforms are stable and teams operate cohesively.
Air TransportationInformation TechnologySmall and Medium BusinessesTravel
Responsibilities
Lead managers responsible for infrastructure operations, support, and implementation
Ensure consistent execution across onboarding, support, and ongoing service delivery
Direct incident response, root cause analysis, and corrective actions
Establish and monitor KPIs, SLAs, and operational reporting
Oversee onboarding delivery timelines, quality, and handoffs
Improve support workflows, escalation paths, documentation, and communication
Maintain awareness of customer operational environments and aviation-specific constraints
Develop operational plans aligned with company objectives
Drive improvements in scalability, efficiency, and service quality
Own operational compliance and risk management
Partner with Finance and HR on budgeting, staffing, and capacity planning
Develop and coach high-performing managers and their teams
Establish clear expectations, accountability, and career development paths
Foster a disciplined, collaborative operations culture
Qualification
Required
10+ years of progressive experience in operations, service delivery, or related leadership roles within SaaS or technology-enabled organizations
Demonstrated experience managing managers across multiple operational disciplines, such as infrastructure, support, service delivery, or implementation
Proven ability to lead complex operational organizations without being hands-on in day-to-day technical execution
Strong understanding of SaaS reliability, incident management, SLAs, and operational KPIs
Experience partnering cross-functionally with engineering, product, finance, and customer-facing teams
Ability to interpret operational data, identify trends, and drive measurable performance improvements
Preferred
Experience in aviation, transportation, or other regulated operational environments
Experience supporting mission-critical or high-availability SaaS platforms
Familiarity with compliance frameworks such as PCI or ISO 27001
Experience supporting enterprise or government-adjacent customers
Benefits
Annual performance-based bonus
401(k) plan
Generous paid time off
Medical, dental, and vision coverage
Company
Aptaero
Forward thinking passenger handling and airport operations are just the start.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
John Kiss
Managing Director
Company data provided by crunchbase