Director, Operations

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

📋 Description

• Act as the key operational collaborator with Client Strategy and leadership focused on client delivery.

• Identify and resolve issues that impact client-facing tasks, deliverables, communication, and inter-team collaboration.

• Establish ownership, timelines, inputs, standards, and results for essential client-delivery processes.

• Drive operational projects from initial discussions through to documentation, implementation, adoption, and ongoing maintenance.

• Convert leadership decisions into actionable workflows, responsibilities, timelines, SOPs, and success metrics.

• Spearhead cross-functional projects involving client strategy, project management, service teams, sales, finance, and operations.

• Address root causes of issues, streamline handoffs, eliminate duplicated efforts, and clarify ownership.

• Oversee the rollout of processes, communication strategies, training, adoption efforts, and continuous improvement.

• Manage sales-to-services transitions, client onboarding and offboarding, service modifications, and major client transitions.

• Create reporting frameworks, accountability structures, controls, documentation, and escalation procedures.

• Track process adoption, tackle noncompliance issues, and lead retrospective evaluations.

• Supervise and nurture the Operations Manager role.

• Oversee ongoing operational procedures, system management, data integrity, SOPs, operational support, and audits.

• Govern the use of ClickUp, Salesforce, SCOPE, and other essential platforms.

• Enhance integrations, streamline workflows, and decrease manual tasks.

• Champion the adoption of AI and automation within client-delivery and operational workflows.

• Assist in reporting and enhancements related to profitability, adherence to scope, utilization, churn, account growth, and service quality.

• Define measurable success criteria and ensure that improvements deliver business value.

⛳️ Requirements

• Around eight or more years of experience in operations, client services, project management, business operations, or a related discipline.

• Significant experience within a marketing agency, professional services firm, or a similarly complex client-delivery setting.

• Strong knowledge of account management, project management, service teams, sales, and finance.

• Proven track record of enhancing cross-functional client-delivery processes.

• Experience in implementing and promoting adoption of vaguely defined initiatives.

• Proficient in developing SOPs, playbooks, standards, and implementation plans.

• Excellent facilitation and project leadership abilities.

• Minimum of three years' experience in managing and developing team members.

• Capable of prioritizing tasks, delegating responsibilities, reviewing work, giving constructive feedback, and ensuring accountability among stakeholders.

• Strong judgment in situations of ambiguous ownership, competing needs, or differing opinions among leaders.

• Comprehensive working knowledge of CRM, project management, workflow, and reporting tools.

• Practical experience in designing AI-driven workflows or business automation solutions.

• Ability to leverage operational data to identify risks and inform decisions.

• Comfortable learning new tools and assisting others in using them effectively.

• Skilled in conveying complex discussions through clear documentation, decisions, expectations, and actions.

• Proficient in leading process rollouts, training initiatives, adoption, and change management.

• Effective communication skills with executives, functional leaders, managers, and team members.

• Calm, straightforward, and pragmatic communication style.

• Must be authorized to work in the United States; employment visas cannot be sponsored or transferred.

🏝️ Benefits

• Competitive salary.

• Flexible work environment.

• Medical, dental, and vision coverage.

• Unlimited paid time off.

• 401(k) plan with company matching.

• Company-sponsored life and disability insurance.

• Paid parental leave.

• Collaborative culture emphasizing autonomy and ownership.

• Employee wellness initiatives.

• Additional perks.

• Opportunities for learning, growth, and making an impact.