Director, Operations Manager, Management

About EB1A Experts

EB1A Experts is a leading immigration services company specializing in evidence strategy and narrative development for extraordinary ability petitions, including EB-1A, EB-2 NIW, and O-1A. With 250+ employees across offices in the U.S. and India, we support clients through structured, subscription-based programs designed to showcase their exceptional achievements and qualifications.

Position Overview

We are seeking an experienced Director of Operations to lead our India office and serve as the on-ground executive presence for our rapidly growing organization. This strategic leadership role will bridge the gap between our US-based executive team and India-based operations, driving operational excellence, revenue growth, and organizational efficiency across all departments.

Reporting directly to the CEO in the US, you will be responsible for managing day-to-day operations, collaborating with department heads, and positioning the company for its next phase of growth.

Key Responsibilities

Operational Leadership

- Oversee and optimize operations across Sales, Marketing, Customer Success, and Operations departments
- Work closely with department heads to modernize processes, improve efficiency, and increase throughput
- Establish and monitor key performance indicators (KPIs) across all functional areas
- Identify operational bottlenecks and implement solutions to streamline workflows
- Drive continuous improvement initiatives to enhance service delivery and client outcomes

Revenue & Growth Management

- Collaborate with Sales and Marketing heads to develop and execute revenue growth strategies
- Analyze performance metrics and market trends to identify new revenue opportunities
- Support the development and launch of new products and service offerings
- Ensure alignment between operational capacity and revenue targets

Customer Experience Excellence

- Partner with the Customer Success head to enhance client engagement and retention
- Address client disengagement issues and implement proactive intervention strategies
- Ensure consistent, high-quality service delivery throughout the client journey
- Develop solutions to reduce client withdrawals and program pauses

People & Team Management

- Provide leadership, mentorship, and guidance to 250+ employees across all departments
- Foster a high-performance culture focused on accountability, collaboration, and excellence
- Support department heads in talent development, performance management, and succession planning
- Navigate time zone challenges to maintain effective communication with US-based executives

Strategic Initiatives

- Contribute to company-wide strategic planning and goal-setting
- Identify and evaluate opportunities for business expansion and operational scaling
- Lead cross-functional projects that drive organizational improvement
- Serve as the primary point of contact for India office matters

Required Qualifications

Experience

- 12+ years of progressive leadership experience in operations and customer service
- Minimum 5 years in a senior director or VP-level role managing large teams (200+ employees)
- Proven track record of scaling operations in a high-growth environment
- Experience managing multi-departmental functions (Sales, Marketing, Operations, Customer Success)
- Background in services, consulting, professional services, or related industries preferred

Skills & Competencies

- Operational Excellence:
Deep expertise in process optimization, workflow design, and efficiency improvement
- Strategic Thinking:
Ability to translate business strategy into operational execution
- Revenue Focus:
Strong business acumen with demonstrated ability to drive revenue growth
- People Leadership:
Exceptional team management and leadership development capabilities
- Customer-Centric:
Commitment to delivering outstanding customer experiences
- Cross-Cultural Communication:
Experience working effectively across time zones with US-based leadership
- Problem-Solving:
Analytical mindset with ability to diagnose issues and implement practical solutions
- Change Management:
Proven ability to lead organizational transformation and process modernization

Education

- Bachelor's degree required; MBA or advanced degree preferred
- Certifications in operations management, Six Sigma, or related areas are a plus

What Success Looks Like

In your first 6-12 months, you will:

- Establish strong working relationships with all department heads and the US executive team
- Conduct comprehensive assessment of current operations and identify priority improvement areas
- Implement at least 3-5 major process improvements that measurably increase efficiency
- Develop and execute a plan to improve client retention and reduce withdrawal rates
- Create a roadmap for new revenue opportunities and product development
- Build a high-performing leadership team culture across departments

Why Join EB1A Experts?

- Impact:
Shape the future of a fast-growing company at a pivotal stage of development
- Autonomy:
Significant authority to make…