Director, Operations

Overview
Provides strategic leadership and direction for Managed Services operations teams within a vertical, driving innovation, operational excellence, and business growth. The Director of Operations is responsible for fostering a culture of continuous improvement, data-driven decision-making, financial performance, and talent development, while ensuring exceptional client engagement, retention, and expansion.

• Champion a culture of operational excellence by identifying, piloting, and scaling innovative technologies, automation, and best practices to enhance efficiency, service delivery, and customer experience.
• Lead process improvement initiatives (e.g., Lean, Six Sigma) to optimize workflows, reduce costs, and drive measurable improvements in performance and quality.
• Continuously evaluate and refine operational procedures to align with organizational objectives, industry trends, and evolving client needs.
• Foster creative problem-solving, cross-functional collaboration, and adoption of new solutions to address business challenges.
• Communicate market trends, competitive intelligence, and organizational needs to leadership.

• Leverage data analytics and business intelligence tools to monitor KPIs, identify trends, and inform strategic decisions.
• Integrate financial planning, forecasting, and P&L management into daily operations to achieve and exceed profitability targets.
• Oversee financial reporting, performance dashboards, and labor analysis to ensure transparency and accountability.
• Drive gross margin health by managing costs, optimizing resource allocation, and collaborating with stakeholders to support revenue growth.

• Develop and execute mentorship programs to nurture emerging leaders and build a strong leadership pipeline.
• Own succession planning by identifying high-potential talent, creating development plans, and tracking promotion readiness.
• Foster an inclusive environment that encourages professional growth, cross-training, and knowledge sharing.

• Organize field resources and assignments to maximize efficiency and job satisfaction.
• Promote effective recruiting, onboarding, and development of high-performing teams.
• Establish clear goals, roles, and responsibilities; track KPIs and hold leaders accountable for coaching and development.
• Recognize and reward excellence through formal programs and regular feedback.

• Engage proactively with clients to understand needs, deliver value, and ensure satisfaction.
• Lead efforts to retain and expand client relationships through strategic account management and solution-oriented communication.
• Collaborate with sales and vertical leadership on new business opportunities, RFPs, renewals, and expansions.
• Own resolution of account issues to ensure optimal customer satisfaction and long-term partnerships.

• Perform additional responsibilities as assigned.

• Bachelor’s degree preferred or equivalent experience.
• 10–12 years of relevant experience, including 4+ years of P&L responsibility and extensive supervisory experience.
• Proven track record in strategic account management, operations leadership, and driving innovation.
• Experience in data analytics, process improvement, and team mentoring.
• Strong communication, facilitation, and collaborative leadership skills.

• Superior customer service orientation and strategic thinking.
• Expertise in innovation and process improvement initiatives.
• Proficiency in data analytics, reporting tools, and business intelligence platforms.
• Strong mentorship and talent development capabilities.
• Excellent judgment, problem-solving, and change management skills.

• Primarily office-based; frequent travel required.
• Ability to manage multiple priorities in a dynamic environment.
• Regular interaction with internal and external stakeholders at all levels.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.