Director of Operations

About the role

We are recruiting for a Strategic Operations Manager to join our client's team. This role will be responsible for optimizing service delivery, scaling processes, and supporting a distributed workforce.

Responsibilities

• Standardize and optimize delivery workflows from project intake to successful completion
• Partner with Delivery leads to ensure on-time, on-budget execution and high-quality outcomes
• Manage capacity planning and staffing for client projects
• Forecast demand, align talent with requirements, and maintain utilization targets
• Identify bottlenecks, implement scalable processes, and lead continuous improvement initiatives
• Oversee cross-functional programs, coordinate with Engineering, Design, Product, and Client Services to ensure alignment and accountability
• Serve as a liaison with clients and internal stakeholders
• Provide proactive status updates, risk management, and issue resolution
• Define, collect, and analyze operational KPIs (velocity, cycle time, utilization, NPS/CSAT related to delivery, quality metrics)
• Use data to drive decisions
• Document standard operating procedures, create playbooks, and maintain a centralized repository of process updates
• Partner with IT/Systems to optimize the tech stack (PM tools, CRM, ATS/HRS integrations where relevant, dashboards)
• Ensure adherence to company policies, client contract terms, data security requirements, and regulatory considerations in all operations
• Collaborate with People Ops to support onboarding, training, and professional development of operations staff and delivery teams

Requirements

Experience: 15+ years in operations, program management, or delivery management, with a track record of improving process efficiency in a services/tech environment.

Hybrid/Remote Execution: Demonstrated ability to lead distributed teams and coordinate across multiple locations/time zones.

Project & Program Management: Proficiency with project management methodologies (Agile/Waterfall), with hands-on experience leading multi-workstream programs.

Data-Driven: Strong analytical skills; comfortable creating and interpreting dashboards, extracting insights, and making data-backed decisions.

Cross-Functional Collaboration: Excellent stakeholder management and communication skills; able to influence without direct authority.

Tool Proficiency: Experience with PM tools (e.g., Jira, Asana, Trello), data visualization (Tableau/Power BI), and CRM/ERP integrations; comfort with an HRIS/ATS ecosystem if applicable.

Process Orientation: Ability to design scalable processes, reduce waste, and drive consistency across teams.

Problem-Solving & Adaptability: Comfortable navigating ambiguity, prioritizing under pressure, and adjusting plans as needed.

Qualifications

Not specified

Skills

Not specified

Benefits

Comprehensive benefits and opportunities for growth.

Pay

Competitive salary and equity options.

Schedule

Flexible PTO plus company holidays.