Director of Operations, Systems & Standards

About the Role

The Director of Operations, Systems & Standards (internally known as Leader of CAP Operations, Systems & Standards) is the operational backbone of the College Access & Preparedness team, responsible for owning program operations, systems, quality standards, data, reporting, and process improvement across all high school campuses.

This role is accountable for ensuring that CAP’s infrastructure supports accurate, efficient, and consistent execution at scale. The leader owns CAP’s KPIs and executive reporting, uses data to identify gaps and manage performance, and continuously strengthens systems to drive excellent scholar outcomes as volume and program complexity increase.

While the Leader of CAP Team Management & Operations drives performance through people and day-to-day execution, this role drives outcomes through program design, standards, data, and AI-enabled processes.

This leader is CAP’s ultimate arbiter of quality for college application materials. They must be an exceptional writer and editor with the judgment to evaluate highly nuanced essays and narratives, define what excellence looks like, and provide direct editorial guidance to staff. The Leader of CAP Team Management & Operations serves as the first line of quality assurance and holds employees accountable for incorporating feedback.

The role also partners closely with the AI team to translate CAP’s editorial standards into scalable products and workflows and leads the CAP Analyst to ensure strong data integrity, reporting, and operational support.

Key Responsibilities

Ownership of Program, Systems & Operations

• Own CAP’s overall program operations, systems, and operational infrastructure across the full college access lifecycle (Grades 9-12).
• Translate strategy into clear, scalable processes that support accurate, consistent, and reliable execution.
• Maintain clear ownership, workflows, and dependencies across CAP workstreams.
• Develop and refine playbooks, documentation, and standard operating procedures.
• Partner with the CAP Project Manager to ensure systems support the integrated calendar and cross-workstream handoffs.
• Ensure CAP’s operating model evolves to meet increasing scholar volume and program complexity.

Standards, Quality & Consistency

• Serve as the ultimate arbiter of quality across essays, application narratives, activity descriptions, recommendation content, and other nuanced materials.
• Define and codify CAP’s quality standards through clear guidance, exemplars, rubrics, and review protocols.
• Evaluate whether materials demonstrate strong ideas, structure, evidence, voice, intellectual depth, and writing quality.
• Provide direct editorial guidance and feedback to CAP Associates and Financial Aid Managers.
• Conduct final or escalated reviews and resolve questions regarding whether work meets the established standard.
• Identify recurring gaps and determine whether they require clearer guidance, staff development, process changes, or improved tools.
• Advise the Leader of CAP Team Management & Operations on patterns that require training or performance intervention.

Data, Reporting & Performance Management

• Own CAP’s data systems and ensure accuracy, integrity, and visibility across reporting.
• Lead and develop the CAP Analyst to ensure strong data quality and analytical support.
• Define and track KPIs across CAP workstreams.
• Own executive reporting, translating data into actionable insights for senior leadership.
• Monitor trends to identify gaps, inform strategy, and guide resource allocation.
• Distinguish individual execution issues from broader programmatic or systemic patterns.

AI Integration & Workflow Redesign

• Partner with the AI team to translate CAP’s standards and editorial judgment into scalable products, workflows, and quality controls.
• Identify manual or error-prone processes and redesign them for greater accuracy and efficiency.
• Evaluate AI-supported outputs and provide clear direction on where they meet or fall short of CAP’s standards.
• Ensure tools preserve scholar voice, authenticity, intellectual substance, and writing quality.
• Establish protocols for piloting, evaluating, and introducing new tools.
• Monitor the impact of AI and automation on quality, capacity, accuracy, and scalability.

Cross-Functional Partnership

• Partner with the Head of CAP & External Programs and senior leaders to translate strategy into strong program operations.
• Work closely with the Leader of CAP Team Management & Operations to ensure systems and standards support day-to-day execution.
• Collaborate with the CAP Project Manager and internal partners across technology, data, finance, compliance, and Schooling.
• Manage cross-functional requests and ensure timely, accurate delivery.
• Lead through influence, build alignment, and drive adoption of new processes and tools.

Continuous Improvement

• Identify inefficiencies and redesign processes to improve performance and scalability
• Lead continuous improvement efforts to strengthen CAP’s operational infrastructure

Qualifications

• Bachelor’s degree required; advanced degree preferred.
• 5–8 years of experience in program management, operations, systems design, process improvement, or related work in fast-paced, high-expectation environments.
• Proven ability to translate strategy into scalable processes, systems, and measurable outcomes.
• Exceptional writing and editing ability, with sophisticated judgment in evaluating nuanced, high-stakes materials.
• Experience defining quality standards and translating them into clear guidance, exemplars, and review protocols.
• Demonstrated analytical ability, including experience owning KPIs and using data to inform decisions and improve performance.
• Experience with data systems, dashboards, and AI-enabled or technology-driven workflows.
• Track record of identifying inefficiencies, diagnosing root causes, and leading meaningful process improvements.
• Highly organized and process-driven, with the ability to manage multiple workstreams and cross-functional dependencies.
• Strong communication and stakeholder-management skills, with the ability to explain nuanced judgments and lead through influence.
• Experience leading and developing an analyst or comparable operational staff member.
• Mission-driven, with a commitment to improving scholar outcomes through strong operations, systems, and standards.