Director, Operations

Director, Operations

POSITION PROFILE

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

JOB DUTIES AND RESPONSIBILITIES

Operational Excellence, Innovation & Process Improvement

* Champion a culture of operational excellence by continuously identifying, piloting, and scaling innovative technologies, automation, and best practices to enhance efficiency, service delivery, and customer experience.

* Lead and implement process improvement initiatives (e.g., Lean, Six Sigma) to optimize workflows, reduce costs, and drive measurable improvements in performance and quality.

* Regularly evaluate and refine operational procedures to ensure alignment with organizational objectives, industry trends, and evolving client needs.

* Foster an environment that encourages creative problem-solving, cross-functional collaboration, and the adoption of new solutions to address business challenges.

* Communicate market trends, competitive intelligence, and organizational needs to leadership.

Data-Driven Management & Financial Accountability

* Utilize data analytics and business intelligence tools to monitor key performance indicators, identify trends, and inform strategic decisions.

* Integrate financial planning, forecasting, and P&L management into daily operations to achieve and exceed profitability targets, including gross margin expectations.

* Oversee the production and review of financial reports, performance dashboards, and labor analysis to ensure transparency, accountability, and continuous improvement.

* Drive gross margin health by proactively managing costs, optimizing resource allocation, and collaborating with internal stakeholders to support revenue growth and operational efficiency.

Mentorship & Succession Planning

* Develop and execute mentorship programs to nurture emerging leaders and build a robust leadership pipeline.

* Take ownership of succession planning by identifying high-potential talent, creating development plans, and tracking promotion readiness.

* Foster a collaborative, inclusive environment that encourages professional growth, cross-training, and knowledge sharing.

Team & People Management

* Organize field resources and work 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 developing team members.

* Recognize and reward excellence through formal programs and regular feedback.

Client Engagement, Retention & Expansion

* Proactively engage with clients to understand their needs, deliver value, and ensure satisfaction.

* Lead efforts to retain and expand client relationships through strategic account management, regular business reviews, and solution-oriented communication.

* Collaborate with sales and vertical leadership to identify new business opportunities, support RFPs, renewals, and expansions.

* Own the resolution of account issues, ensuring optimal customer satisfaction and long-term partnerships.

Other Responsibilities

* Perform other duties as assigned.

QUALIFICATIONS (Education, Experience, and Certifications)

* 4-year college degree preferred; or equivalent experience in related field.

* 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 mentoring teams.

* Strong communication, facilitation, and collaborative leadership skills.

KNOWLEDGE, SKILLS, AND ABILITIES

* Superior customer service orientation and strategic thinking.

* Demonstrated ability to lead 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.

WORKING CONDITIONS, MENTAL AND PHYSICAL DEMANDS

* Most work performed in a typical office environment; frequent travel required.

* Ability to handle multiple tasks, cyclical stress, and dynamic business goals.

* Regular interaction with internal and external stakeholders at all levels.