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.

• 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.

• 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.

• 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.

• 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.

• 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.

• Perform other duties as assigned.

• 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.

• 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.

• 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.