Director of Operations & Client Services

Job Type

Full-time

Who Is Menlo?

Menlo is a leader in tailored IT solutions for K-12 education. We build robust infrastructures and deliver responsive support that let schools focus on educational excellence instead of their technology. We are a dynamic, competitive team that brings excitement to the technology space every single day, and we are committed to driving innovation and delivering impactful, client-centered solutions for the schools we serve.

The Director of Operations & Client Services owns the day-to-day performance of Menlo's service delivery organization. Reporting directly to the CEO and serving as a key member of the leadership team, this leader directly manages four functional leaders
- Support, Systems, Network, and Installation - and is accountable for the productivity, efficiency, quality, and profitability of everything we deliver to our K-12 clients.

This is a flattened, hands-on leadership role - not a layer of insulation. The ideal candidate has the capability and drive to inspire and lead others successfully while still executing the processes of the business. You will remove obstacles for your leaders, hold the team accountable to clear standards and stay close enough to the work to know whether commitments are actually being met.

The Systems, Network, and Installation functions together make up our Client Services practice;
Support is our front line for client responsiveness. You own the delivery, how they work together, and the experience our clients have as a result.

We're looking for passion, intensity, execution, change leadership, and someone who can build and lead a high-performing team.

• Execute, execute, execute - turn company goals into operational reality and make sure commitments to clients are met, every day.
• Lead and develop four functional leaders (Support, Systems, Network, Installation), setting clear expectations, coaching to performance, and building a cohesive operations team out of what were previously separate reporting lines.
• Own service delivery to Menlo's K-12 client base - including support responsiveness, project implementation, systems work, and ongoing maintenance - ensuring quality control and a consistently excellent client experience.
• Establish, refine, and enforce operational standards, processes, and KPIs across all four functions, ensuring compliance with SLAs, security protocols, and organizational standards.
• Drive accountability through metrics and reporting - SLA attainment, CSAT/NPS, utilization, service-delivery margin, and client retention - and use the data to drive continuous improvement.
• Manage the portfolio of client projects and escalations across Systems, Network, and Installation, including resource planning, scheduling, vendor relationships, risk, and change management.
• Partner with Sales and Customer Success on a smooth client lifecycle - from pre-sales scoping and onboarding through implementation and ongoing support - so handoffs are clean and commitments are realistic.
• Implement technology and process initiatives that enable Menlo to compete more vigorously and more profitably in a constantly changing and demanding marketplace.
• Ensure key business strategies and processes are supported by systems and capacity that enable growth and flexibility; actively manage cost efficiency and staffing levels.
• Partner with Human Resources/Talent to recruit, staff, and retain the team to its highest potential, and to evaluate and develop employee performance.
• Participate actively as a leader, translating company goals into operational execution and surfacing operational realities that should shape company strategy.
• Perform other duties as assigned.

We are looking for a specific behavioral profile: an autonomous, strategic problem-solver who moves with urgency and follows through on the details - paired with the interpersonal warmth to lead leaders and represent Menlo well with clients.

• Problem-solver and strategist - you think critically, design process and systems, and are energized by untangling complex, ambiguous operational challenges.
• Urgency with follow-through - you push for results and move quickly, but you don't drop the details; you close loops, hold the line on standards, and make sure commitments are met.
• Structured and accountable - you create order, document the way things should run, and hold others to the same standards you hold yourself.
• Relational and approachable - you build rapport easily, motivate and listen to your team, navigate conflict constructively, and are comfortable and credible in front of clients.
• Resilient amid change - shifting priorities, deadlines, and unpredictable situations don't rattle you; you respond positively and keep the team steady.

• Bachelor's degree in a technology-related field, Business Administration, or equivalent experience.
• 5+ years of leadership experience in operations, service delivery, or client implementation - ideally within an MSP, IT services, or…