Director of Operations

DIRECTOR OF OPERATIONS

The Director of Operations leads and is responsible for the results, performance, and safety of our Operations function. The mission of the role is to meet the company’s goals and drive profitability while delivering the best customer experience possible. 

In this role, you will be responsible for the full Operations pipeline, including the Front End, Field and Back End departments.  You will also help develop business strategies, create policies and procedures, report on results, and implement change.  In the end, your job is to deliver the volume and timing of projects we need based on customer orders, the quality of projects we need based on customer expectations, and the efficiency we need to deliver the projects profitably.

Responsibilities 

Team performance, execution against strategy, training, employee retention, and team morale are the key responsibilities in this position. Effective communication, strong leadership, and a passion for generating results and exceeding expectations are key.  Responsibilities include: 

·         Ensuring the Operations teams and processes are sized and structured to deliver the quantity, quality and efficiency we require. 

·         Hiring, developing, leading and managing the managers responsible for each Operations department.

·         Knowing and managing according to the right metrics in each department, and for Operations overall.

·         Planning and executing against strategic plans designed to develop Operations for future company goals.

·         Conducting deep dives where and when appropriate to understand the full Operations function, identify opportunities for improvement, and assess how well our intentions are becoming reality.

·         Serving as a member of the Executive Team, providing regular updates to the team on Operational plans and results, collaborating with the rest of the team on future Operations plans, and contributing to team functions beyond Operations, including company-wide culture, strategy, and tactics.

·         Setting and confirming healthy culture within Operations

·         Collaborating with other functions – Sales, Product, Finance/Accounting - to ensure the functions are working well together (e.g. planning how Sales and Operations can set effective customer expectations in the sales pipeline, ensuring that customer issues are resolved well and the root causes addressed) 

Requirements 

·         Strong, effective skills in both leadership and management

·         Positive, team-centric attitude 

·         Five years of more managing a multi-department Operations functions – ideally with a significant services component operating across a large geographic area

·         Successful history of staffing, coaching and developing both managers and producers

·         Experience using systems and data in planning and performance management

·         Excellent communication skills across all mediums—spoken, email, text, instant messaging, face-to-face, video conference, etc. 

·         Strong organizational skills 

·         Strong data analysis and reporting skills 

·         Desire to learn, coach, and be coached 

·         Strong understanding of Profit and Loss statements along with basic financials and budgeting

·         High degree of integrity 

·         High level of responsibility, personal ownership of results

Indicators of success 

The leadership team feels confident in your ability to overcome challenges and deliver consistent results. The company is meeting its performance goals. Clients and employees are happy, and we can prove it through employee retention, culture, and reported metrics. People trust you and like working with you.  

Additionally: 

·         Roadblocks to production are quickly identified and eliminated 

·         Team member voluntary turnover is low 

·         Client retention is high 

·         Customer issue resolution time is short 

·         Direct reports, peers, and customers provide positive feedback on you