Head of Service Operations – Sr. Manager/Director

📋 Description

• Take charge of the daily execution of the complete Service Operations function, including bookkeeping and tax preparation, as an integrated manufacturing system.

• Oversee a team of line managers and senior managers throughout all production workflows, establishing clear performance expectations, maintaining strict operating rhythms, and fostering hands-on leadership development.

• Conduct daily and weekly production reviews to monitor throughput, adherence to service level agreements (SLA), first-pass quality rates, and real-time capacity utilization.

• Manage backlog recovery by activating and executing predefined recovery playbooks when production lags, preventing issues from escalating.

• Dynamically manage capacity by aligning staffing with inflow forecasts and reallocating specialists across various workflow types.

• Collaborate with Product Operations to uphold financial quality standards and identify patterns of failure.

• Work with Strategic Operations to convert floor needs into system improvement requests and maintain the feedback loop.

⛳️ Requirements

• 10+ years of experience in managing high-volume, process-driven operations, preferably in financial services, fintech, tax services, or large-scale professional services.

• Possess a manufacturing or industrial operations mindset, focusing on throughput, utilization, cycle time, and first-pass yield rather than merely effort and headcount.

• Demonstrated success in managing multi-workflow operations where various work types operate in parallel and require dynamic balancing.

• Strong leader with direct experience in managing managers, creating a player-coach culture where every leader actively participates in the work.

• Knowledge of Lean and Six Sigma principles, statistical process control, root cause analysis, and variance reduction; formal certification is advantageous but not mandatory.

• Preferred experience in financial services workflows, including accounting, tax, and bookkeeping.

• Comfortable operating in a systems-driven environment where workflows are embedded in tools, focusing on system management rather than on-the-fly redesign.

• A well-defined perspective on the transition to AI in financial services.

🏝️ Benefits

• Remote-Friendly Environment: Enjoy the flexibility of working from home while remaining connected to the team.

• Health & Wellness: Receive a $200 quarterly reimbursement to support your health and well-being.

• Fresh Lunch: Enjoy provided lunches on in-office days for those on a hybrid schedule.

• Commuter Support: Benefit from a $150 monthly reimbursement for transit expenses for hybrid schedule employees.

• Time Off: Take advantage of flexible PTO plus 14 company holidays.

• Comprehensive Coverage: Enjoy 100% medical, dental, and vision coverage for employees and 75% coverage for dependents.

• Parental Leave: Access 16 weeks of fully paid parental leave.

• Retirement & Ownership: Participate in a 401k plan along with an equity package.

• Team Connection: Engage in quarterly virtual events and an annual in-person summit.