Director of Operations, TWU Online

Position Purpose And SummaryThe Director of Operations, TWU Online will lead the operational strategy and execution for TWU Online, a key initiative under TWU’s “Every Graduate Equipped” 2030 plan. This role will guide TWU Online through the pilot, soft launch, and scale-up phases, ultimately establishing a sustainable, scalable model for high-quality, asynchronous Christian online education.The Director of Operations will oversee day-to-day functions across student services, systems integration, program delivery, and business processes. Reporting to the Associate VP, TWU Online, this role requires a collaborative, systems-thinking leader who can mobilize cross-functional teams, drive process excellence, and champion learner success.Key Areas of Accountability Operational LeadershipOversee implementation of all operational elements required for the successful delivery of TWU Online programs. Develop and refine student-facing support services, and business processes to ensure an integrated, seamless learner experience.Internal business process support includes managing contract approvals, invoice processing, and overall budgeting to ensure effective and efficient operations and fiscal responsibility. Team ManagementRecruit, mentor, and manage the TWU Online operational team, including faculty, facilitators, and evaluators. Collaborate with shared service units such as People & Culture, Admissions, and IT to ensure smooth cross-functional support. Systems & IntegrationEnsure smooth integration and use of TWU’s digital infrastructure (e.g., Salesforce, Jenzabar, Moodle, Team Dynamics) to enable continuous enrolment, student progress tracking, and faculty coordination. Process Optimization Create and document scalable, learner-centric processes for admissions, course delivery, support, and graduation. Monitor operational metrics to drive improvements and meet growth targets.5. Quality Assurance & ComplianceEnsure adherence to TWU academic policies and external quality frameworks (e.g., Quality Matters). Partner with academic leaders, the Office of the Registrar, and the Office of Academic Excellence to maintain compliance and educational integrity. 6. Cross-Functional CollaborationWork closely with leaders from cross-functional areas to align operations with program goals and institutional priorities. Change ManagementDevelop and lead change management initiatives that support adoption, transparency, and institutional readiness for TWU Online’s distinct operating model.The PersonSkills And AbilitiesProven leadership in operational strategy, preferably in online or higher education contexts.Excellent organizational and systems-thinking skills.Strong interpersonal and cross-functional communication abilities.Ability to manage multiple workstreams and teams in a hybrid or fully remote environment.Strong analytical and decision-making skills.Experience with CRM, LMS, SIS systems (e.g., Salesforce, Moodle, Jenzabar) desired but not required. Familiarity with competency-based education models.Project Management certification or similar credential is an asset.PersonalDriven and inspired by the idea of positively impacting the various marketplaces of life through the development of godly Christian leaders by serving the Trinity Western University community.A dedicated and mature evangelical Christian with an earnest desire to serve in family, church, work, and community. Affirm and support TWU’s mission, values, Statement of Faith, and Community Covenant. Strength of character and reputation, integrity, focused. A winsome personality with a positive and friendly attitude.Servant-Leader Way of Life:Act in a manner that exemplifies Jesus Christ in all on and off-campus contacts thereby living out the servant leadership mission of the university and contributing effectively towards achieving the institutional and Kingdom goals of the organization.Key Internal InteractionsReports: NoneReportsto: Associate Vice President, TWU OnlineEducationStandards & RequirementsMaster’s degree in Education, Business Administration, Organizational Leadership, or related field preferred.ExperienceMinimum 7 years in operational or program leadership roles, ideally in higher education or online learning environments. Experience scaling a new division or product offering is highly desirable.Duties and responsibilities that do not constitute a major change may be added, deleted or changed at any time at the discretion of the supervisor either orally or in writing.Benefits Of Working At TWUA comprehensive benefits package which includes extended health, dental, and insurance and an RRSP matching program.Annual statutory holidays (14) with generous vacation accruement.Tuition Benefit for TWU undergraduate and graduate level courses to enhance knowledge and professional competency. Torch tuition scholarship for dependents of eligible employees attending TWU.Free access to TWU’s fitness/gym facilities and the Norma Marion Alloway Library.Subsidized meals at the main cafeteria. Discounts and perks for the on-site Trinity Western Outfitters Campus Store and coffee shops, as well as shops and restaurants in Fort Langley.Wellness benefits (i.e., counselling, sick days, personal days, and health/wellness spending account).Free recreational equipment rentals (e.g., paddle boards, snowshoes, kayaks, etc.). Free employee parking on campus.Special community events throughout the year.Employee and Family Assistance Plan (EFAP).A positive Christian fellowship environment.Trinity Western University encourages applications from all eligible candidates who are able to commit to the University’s mission, values, and Christian identity as articulated in its Statement of Faith and Community Covenant. We are committed to an ethic of inclusion and to the equal treatment of all persons without discrimination in accordance with human rights law.We particularly invite applications from indigenous people, women, persons with disabilities, and visible minorities. All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority. Persons with disabilities who anticipate needing accommodations during the application process should contact People & Culture.Trinity Western University is located on the traditional ancestral territory of the Sto:lo people.