Director of Operations

Job description:
The Director of Operations (also referred to internally as the Integrator) is responsible for aligning day-to-day business operations with strategic objectives to ensure organizational scalability, service excellence, and profitability. This role serves as the “glue” across departments, translating the Visionary's ideas into actionable execution. The Director of Operations owns cross-departmental integration, service delivery efficiency, KPI performance, and cultural alignment, ensuring the business runs smoothly, profitably, and consistently.

This role rests on three critical pillars:

• Operational Execution & Process Optimization
• People Leadership & Culture Stewardship
• Strategic Alignment & Financial Accountability

Key Responsibilities

Operational Execution & Scalability

• Translate company goals and Visionary ideas into quarterly rocks and tactical plans
• Ensure compliance with industry standards and proactively manage operational risks
• Ensure daily operational execution across service delivery departments
• Maintain accountability for service process adherence and consistency
• Oversee cross-functional execution with a focus on clarity, cadence, and scalability

Strategic Alignment & Financial Accountability

• Manage company Scorecard cadence and quarterly rock achievement
• Monitor industry trends and analyze competitive landscape to inform service innovation
• Lead weekly Level 10 meetings and quarterly planning sessions
• Collaborate with the Visionary to manage and execute the operational budget
• Monitor gross margin and department-level profitability; take corrective action as needed

People Leadership & Culture Stewardship

• Lead, manage, and hold departmental leaders accountable (LMA)
• Regularly gather and act on client and staff feedback to improve service quality and satisfaction
• Ensure role clarity through job descriptions, KPIs, and day-in-the-life documentation
• Drive hiring decisions and right-person/right-seat alignment
• Foster a positive, growth-oriented culture rooted in trust and accountability

Process Ownership & Cross-Team Alignment

• Champion SOP documentation and continual refinement of service processes
• Manage vendor relationships and evaluate performance to ensure alignment with operational standards
• Identify and resolve cross-departmental bottlenecks
• Facilitate cross-functional workflows through team lead and leadership meetings
• Oversee alignment across all service delivery functions

KPI Management & Scorecard Execution

• Define and monitor operational KPIs across departments
• Lead weekly KPI review meetings; coach team leads on gaps and trends
• Cascade accountability from Scorecard to daily execution across teams
• Manage capacity planning and resource forecasting with data-driven insights

Issue Resolution & Escalation Leadership

• Serve as final escalation point for internal and client-facing operational issues
• Triage and resolve strategic or tactical blockers across teams
• Facilitate problem-solving using EOS-style IDS framework
• Create clarity and momentum in the face of complexity

Communication and Team Collaboration:

• Coordinates execution across all department heads and team leads
• Ensures transparent reporting and progress updates to Visionary and leadership
• Facilitates inter-departmental collaboration and knowledge sharing
• Reinforces process discipline, cultural alignment, and positive accountability

Accountability/KPIs:

• Gross Margin (company-wide and by department)
• Net Profit
• Managed Services Churn %
• CSAT, NPS, and eNPS
• Billing Utilization (Professional Services)
• Ticket Aging (Tickets > 5 days old)
• Rock Completion Rate (Quarterly)
• Weekly Scorecard Health
• Staff and Client Retention Rates

Meeting Rhythm

• Daily Huddles: Drop in intermittently on team daily huddles to verify optimal use of team huddle time allocation
• Weekly L10 1:1 Meeting with CEO: Discuss upcoming events and align on in-progress strategic and tactical business plans and current operational issues
• Weekly L10 Leadership Team Meeting: Facilitates EOS-style IDS meeting to maintain strategic alignment, resolve issues, and review Scorecard KPIs
• Weekly Team Lead KPI Review Meeting: Reviews departmental performance trends, supports issue identification, and drives operational accountability
• Weekly 1:1s with Department Leads: Provides coaching and support, evaluates performance, and aligns individual efforts to company priorities
• Monthly Operational Finance Review: Analyzes P&L vs. budget, evaluates gross margin trends, and aligns financial decisions with operational performance
• Internal Project Meetings: Attends internal infrastructure project meetings to drive progress on internal initiatives and quarterly rocks
• Client Meetings: Attends new client kickoff, service optimization, and escalation incident review and resolution meetings as necessary
• HR Meetings: Attends new candidate interviews, internal HR meetings for new staff member selection and role changes, staff member performance evaluations, and employee performance improvement meetings
• Quarterly Planning & Rock Setting: Collaborates with Visionary and Leadership Team to define company Rocks, review past quarter performance, and set strategic priorities for the next quarter
• MSP Quarterly Kickoff Meetings: Prepare for and present previous quarter's accomplishments and upcoming quarter's business and growth plans
• Education and Enrichment: Attends relevant events to earn about new industry trends to foster business growth and continued relevance

Qualifications and Core Competencies

• 5+ years in an operational leadership or integrator-style role (MSP experience preferred)
• Familiarity with EOS / Traction or similar operational frameworks
• Strong knowledge of IT service management frameworks
• Certifications such as ITIL, PMP, or Six Sigma
• Demonstrated ability to lead managers and drive cross-functional execution
• Deep understanding of service delivery dynamics in a recurring-revenue business
• Strong financial acumen including P&L oversight and KPI-driven decision making
• Experience with industry PSA tools such as ConnectWise, Autotask, or similar platforms
• Technical acumen: Hardware, software, network, cloud, cybersecurity

Reporting Structure:

• Reports to: CEO / Visionary
• Manages: Managed Services and Professional Services Department Leads