Director of Business, People Operations

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of team utilization, capacity planning, and billability.

• Manage the resource model to address team capacity and recruitment requirements.

• Anticipate capacity needs, identify staffing risks, and streamline routine reporting through automation.

• Develop and oversee workforce planning that includes headcount strategy, hiring timelines, career progression paths, pay bands, and team economics.

• Manage operational contributions to financial discussions, focusing on service-line margin, staffing costs, time-tracking accuracy, and project profitability.

• Create tools to identify margin anomalies and scope creep while reducing reporting cycles.

• Design and oversee the delivery operating system, including standard operating procedures (SOPs), handoffs, onboarding processes, quality control gates, and visibility for client work in Asana.

• Document, manage, and refine repeatable processes while integrating AI workflows for automation.

• Oversee people operations encompassing onboarding, ramp design, performance management, compensation strategy, logistics across multiple countries, organizational structure, and systems.

• Develop and manage programs for employee onboarding and retention.

• Manage the technology stack and vendor ecosystem, which includes time tracking, project management, CRM, AI tools, file storage, and integrations.

• Lead weekly reviews, monthly check-ins, and quarterly and annual planning sessions.

• Promote the adoption of AI and automation within operations, including roadmap development, prioritization, build-versus-buy assessments, and tracking adoption.

• Report directly to the CEO, become a member of the leadership team, and supervise a Senior Recruiter and a Business Operations Manager.

• Collaborate with the Financial Controller, Chief Growth Officer, Chief Customer Officer, and Client Success Directors.

⛳️ Requirements

• 5 to 8 years of experience in operations.

• A minimum of 3 years in agency, consulting, or professional services environments.

• Direct experience in people management, including oversight of operations coordinators, analysts, or managers.

• Proven ability to coach, set expectations, provide constructive feedback, and hold team members accountable without micromanaging.

• Experience managing utilization and gross margin reporting.

• Proficiency in articulating the drivers of gross margin in a services business and actionable strategies for improvement.

• Background in implementing AI solutions within an organization, with operational workflows actively in use.

• Capability to identify what the AI workflow replaced, its users, and its impact on operations.

• Systematic approach to documenting, automating, and eliminating processes prior to increasing headcount.

• Strong written and verbal communication skills.

• Ability to secure organizational support and drive change initiatives.

• Comfort in navigating ambiguity.

• Exceptional attention to detail.

• Must reside in the US Eastern or Central Time zones.

• Working hours should overlap with US Eastern Time for at least 3 hours.

• US work authorization is required at the time of application.

🏝️ Benefits

• 90% of medical, dental, and vision insurance premiums covered for employees in the US.

• 401k plan with employer matching: 100% of contributions up to the first 3% of pay, followed by 50% of contributions on the next 2%.

• Eligibility to participate in a quarterly profit-sharing program after one year of employment.

• Unlimited vacation policy, with a recommended minimum of 14 days per year.

• $2,000 stipend for learning and development available after one year of employment.

• Kindle and one Kindle book per month provided through the free books program.

• $50 monthly stipend for networking expenses such as coffee or lunch.

• Complete flexibility to work remotely.

• Annual team offsites and trips.