Director of Operations

About the role

We are recruiting for a Strategic Operations Manager to join our client's team. This role will be part of a dynamic leadership team and will have a significant impact from day one.

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

• 15+ years in operations, program management, or delivery management, with a track record of improving process efficiency in a services/tech environment
• Demonstrated ability to lead distributed teams and coordinate across multiple locations/time zones
• 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

• Proven success in managing complex projects and programs
• Experience with Agile and/or Waterfall methodologies
• Strong understanding of data analysis and its application to business problems
• Excellent interpersonal and communication skills
• Ability to work effectively in a matrixed organization
• Experience with project management software and tools
• Knowledge of HRIS/ATS ecosystems (if applicable)

Skills

• Project management
• Program management
• Data analysis
• Stakeholder engagement
• Process improvement
• Remote team management
• Compliance and risk management
• People and team enablement

Benefits

• Competitive base salary
• Equity options
• Health insurance
• Retirement plan with company match
• Flexible PTO
• Annual learning and development budget

Pay

Base salary is competitive and commensurate with experience.

Schedule

The role is full-time and remote-friendly.