Director of Digital Operations

At Kofile Technologies, we believe that government has infinite potential to do good and that all information residing within local governments should be preserved, digitized and made available to all their employees and citizens. We partner with government agencies nationwide to help them meet their citizens’ needs by preserving the integrity and content of paper documents to ensure they will be available for use forever and modernizing information management through digitization and access systems.

The Director of Digital Operations is a key member of Kofile’s Operations Leadership Team and is responsible for leading digital production operations across delivery performance, quality, capacity planning, partner coordination, continuous improvement, and financial results. This is a high-impact leadership role with visibility across executive leadership, Sales, Technology, Operations, customers, and partner organizations.

This leader will oversee approximately 150 employees and several domestic and international partner relationships while ensuring customer requirements are understood, delivery commitments are met, and operational performance aligns with revenue and gross margin expectations. The role offers the opportunity to shape a growing operational platform, influence how Kofile scales Digital Services, and build a strong foundation for continued advancement within the company.

Digital Services include scanning and digitization of books, files, maps, paper records, and film-based media, as well as data capture, indexing, and human-in-the-loop validation activities. The Director will also serve as a subject matter expert during sales pursuits, customer presentations, internal executive presentations, and customer escalations, helping ensure that operational commitments are achievable, financially sound, and aligned with customer expectations.

This role requires strong operational leadership, financial acumen, business presence, communication skills, and the ability to lead through ambiguity, competing priorities, and complex internal and external demands. The Director will develop and execute a multi-year operational strategy that supports Kofile’s corporate goals, improves scalability, strengthens quality and delivery performance, and proactively removes roadblocks to execution.

Success Measures

• Achievement of revenue and gross margin targets
• On-time delivery performance against customer commitments
• Quality accuracy and defect reduction
• Throughput, productivity, and operational efficiency
• Customer satisfaction and issue resolution effectiveness
• Partner SLA adherence and performance management
• Unit cost targets and cost-per-unit improvement

• Lead Digital Operations to deliver customer projects on time, at required quality levels, and in alignment with financial commitments
• Establish, maintain, and continuously improve capacity planning processes that support timely delivery, speed to revenue, operational efficiency, and achievement of revenue and gross margin goals.
• Identify, track, and manage operational KPIs across Digital Services, including delivery, quality, throughput, productivity, customer satisfaction, SLA adherence, and unit cost performance
• Proactively identify and communicate dependencies from customers, partners, and other internal teams that may impact successful service delivery.

• Design, implement, and continuously improve the Digital Operations quality management program to ensure customer requirements, accuracy standards, delivery commitments, and financial goals are consistently met
• Apply continuous improvement methods to analyze quality data, identify trends, address human and system-related defects, and implement corrective actions.
• Continuously improve processes and tools based on performance trends, lessons learned, customer feedback, quality findings, and evolving business needs.

• Manage domestic and international partner relationships to ensure performance, scalability, SLA adherence, quality, cost effectiveness, and market competitiveness
• Create and manage departmental budgets and forecasts, including revenue, gross margin, labor productivity, partner costs, and unit cost targets
• Identify, justify, and advocate for investments in talent, technology, process improvements, and partner capabilities that support growth and operational performance.