Director of Operation

The Director of Operations (DO) is responsible for managing and growing a defined book of business s is a leadership role that sits at the intersection of client retention, client expansion and new logo growth. Your direct reports will be project managers that are responsible for client delivery. You will be collaborating with sales and marketing teams to set up strategies and directions for growth in your targeted industry verticals.

The ideal candidate would be someone who has grown from a business analyst into a managerial profile. The successful candidate is a strong people leader and a sharp commercial thinker - able to motivate, grow managers, understand client business needs, translate them into solutions with the help of technical teams, build and grow trust-based client relationships, and partner with Sales, Marketing, and Strategy teams to drive portfolio growth.

• 1. Manage and Grow the Book of Business
• Own the assigned book of business end-to-end - revenue, headcount, retention, and account health across the portfolio.
• Meet established benchmarks, KPIs, and OKRs, including portfolio billable hours, utilization, and growth targets.
• Define and execute account-level growth plans; through expansion within current portfolio.
• Meet quarterly and annual targets for revenue expansion and retention.
• Plan, forecast and execute strategies to cause new logo acquisition while working with sales and marketing teams.
• 2. Maintain Healthy Client Relationships & Manage Delivery Teams
• Manage, mentor, monitor, and motivate direct and indirect reports; set clear performance expectations and goals; drive communication and cultural assimilation across teams of Project Managers.
• Work through Project Managers to coordinate with offshore India delivery centers - ensuring consistent quality and effective US-India handoffs; step in directly only when escalation requires it.
• Drive client retention by leading executive business reviews, while ensuring Project Managers run consistent operational reviews and follow through on commitments.
• Assist HR in talent management including recruiting, performance evaluation, retention initiatives, and setting learning and upskilling goals for the team.
• 3. Collaborate with Sales, Marketing & Strategy to Drive Growth
• Partner with Sales, Marketing, and Strategy teams to guide the overall direction of the portfolio and drive growth.
• Drive existing customer growth - identify and close opportunities within existing customers (within and outside your portfolio); build relationships with key client stakeholders; implement account expansion strategies.
• Support new customer acquisition through pre-sales activities: trade shows, pre discovery calls, tech calls, and proposal preparation.
• Identify and define growth strategies through market research, competitor analysis, exploration of new markets and partnerships, and a mix of digital and offline marketing (local events, webinars, speaking engagements, podcasts, panels).
• Become an SME for each of your strategies; aim to make Chetu an industry leader in each strategy area.
• Travel as required for client visits, conferences, trade shows, and other Chetu offices; participate in webinars, podcasts, and panel discussions.

• Experience
• 15+ years of progressive experience in IT services, digital transformation, custom software, or consulting industry
• 5+ years in a manager, director or equivalent senior leadership role with book-of business ownership.
• Proven track record of managing and growing a book of business - candidates should be prepared to share specific revenue numbers and growth percentages.
• Strong management skills including the ability to lead, manage, motivate and grow a team of direct and indirect reports.
• Strong client-facing experience at the executive and sponsor level, with measurable improvements in customer satisfaction, retention, and account expansion.
• Experience working with offshore India delivery teams across time zones.
• Profile:
  Business Analyst + Managerial
• Business analyst mindset. Strong at understanding client business problems and working with technical teams to shape solutions.
• People leader.…