Director of Operations

Evolve Business Strategy:

• Lead the operational setup and go-to-market infrastructure for a managed services offering, collaborating with sales, delivery, and finance to design scalable service models and SLAs.
• Define and implement KPIs and benchmarking frameworks across delivery, talent, and finance to give leadership consistent visibility into business performance.
• Partner with VP of Operations, COO, and senior leadership to identify strategic opportunities and translate business priorities into executable plans.

Process Improvement:

• Identify and eliminate operational bottlenecks by redesigning workflows, standardizing processes, and creating playbooks that improve consistency and quality.
• Implement AI-powered tools and automation into talent acquisition and experience processes, such as sourcing, screening, onboarding, and engagement.
• Champion a culture of continuous improvement using data and feedback loops to drive iterative enhancements.

Strategic Systems Management:

• Own end-to-end implementation and oversight of the firm's PSA platform, ensuring accurate project tracking, resource planning, utilization reporting, and billing.
• Oversee the HRIS system to ensure data integrity, compliance, and seamless integration across people operations.
• Lead design and deployment of Slack automations and manage IT cost strategy, including AI token consumption and governance frameworks.

Financial Management:

• Partner with finance and practice leads to review billing rates and delivery costs, ensuring pricing aligns with market positioning and margin targets.
• Develop practice- and vertical-level reporting standards for accurate financial visibility and implement WIP tracking to improve revenue recognition.
• Design and build LTV and CAC models to enable data-driven decisions on client investment and go-to-market strategy.