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.

JOB DUTIES AND RESPONSIBILITIES

Operational Excellence, Innovation & Process Improvement

· 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.

Data-Driven Management & Financial Accountability

· 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.

Mentorship & Succession Planning

· 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.

Team & People Management

· 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.

Client Engagement, Retention & Expansion

· 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.

Other Responsibilities

· Perform other duties as assigned.

QUALIFICATIONS (Education, Experience, and Certifications)

· 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.

KNOWLEDGE, SKILLS, AND ABILITIES

· 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.

WORKING CONDITIONS, MENTAL AND PHYSICAL DEMANDS

· 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.