Operations Director

Job Description
The Operations Director is responsible for ensuring the timely and high-quality delivery of investigative reports to our clients daily. You will work closely with the VP of Operations to oversee a team of up to 40 staff members. As the 'operations whisperer,' you have a talent for devising optimal efficiencies and a deep understanding of Six Sigma processes and their financial implications for producing scalable operations. Additionally, you will drive the business forward through effective leadership, AI integration, and strategic initiative.
Responsibilities:
Leadership and Strategy:
Assist with planning, directing, and supervising all staff and activities related to project case management and daily client interactions.
Participate in planning, goal development, and the establishment of objectives and procedures to ensure consistent high-quality service, timeliness, accuracy, and thoroughness of investigations.
Demonstrate the ability to scale business operations and drive the business forward by integrating AI technologies and leveraging their potential.
Operations Management:
Support and set performance standards, create SOPs for staff, provide training, guidance, and coaching, and hold staff accountable for assigned tasks and goals.
Oversee the expansion of operations to the West &
East coasts, including willingness to travel for major account client meetings and kick-offs.
Ensure acceptable staffing levels through effective recruitment and management.
Monitor daily client interactions to ensure consistency, promptness, and quality service.
Conduct regular coaching sessions to ensure each employee meets job expectations and productivity objectives.
Assist in handling client calls and resolving issues as needed.
Process Improvement and Quality Control:
Develop, implement, and administer efficient and service-oriented processes and procedures.
Analyze and share reports on service quality, trends, and other relevant issues to improve customer service and project-based case management operations.
Work cross-departmentally to eliminate inefficient processes and issues that negatively impact team performance.
Maintain the highest standards of security throughout company departments and with client access.
Manage and vet vendor capabilities, competitive pricing, and quality to ensure the highest standards are met.
Initiative and Problem-Solving:
Operate with a high level of self-initiative and take proactive steps to address and solve problems.
Show initiative in identifying and implementing AI integration to improve training and compliance processes.
Strategize and execute plans effectively, translating vision into actionable steps and tangible results.
Demonstrate excellent time management and prioritize tasks to be productive without being overwhelmed.
Maintain a positive attitude, foster a collaborative work environment, and inspire team members.