Director, Operations

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