Director of Operations

Position Summary

The Director of Operations is responsible for driving operational excellence across The Solutions Team by improving processes, increasing organizational efficiency, and ensuring accountability throughout the company. This position partners with the executive leadership team to establish and maintain operational standards while ensuring initiatives are executed consistently and effectively.

The ideal candidate is highly organized, process-driven, and comfortable holding employees and leadership alike accountable to company standards, deadlines, and commitments. This individual will identify opportunities for improvement, implement scalable solutions, and help create a culture of execution and continuous improvement.

Essential Duties & Responsibilities

• Drive operational excellence by identifying, developing, and implementing process improvements across all departments.
• Create, document, maintain, and enforce Standard Operating Procedures (SOPs) and company processes.
• Hold departments and leadership accountable for meeting company standards, deadlines, and commitments.
• Monitor organizational performance through key performance indicators (KPIs) and provide executive reporting.
• Coordinate cross-functional initiatives to ensure projects remain on schedule and aligned with company objectives.
• Facilitate operational meetings and ensure action items are completed in a timely manner.
• Identify operational bottlenecks and implement practical solutions that improve efficiency and scalability.
• Partner with department leaders to improve communication, workflow, and collaboration.
• Assist executive leadership with strategic planning, prioritization, and organizational initiatives.
• Develop systems that improve consistency, accountability, and execution across the organization.
• Conduct operational audits to ensure compliance with established processes and company standards.
• Evaluate existing business systems and recommend automation or technology improvements where appropriate.
• Promote a culture of ownership, accountability, continuous improvement, and operational discipline.
• Perform other duties and special projects as assigned.

Required

• Minimum of 7 years of progressive leadership experience in operations, business management, or organizational development.
• Demonstrated success implementing operational improvements and process optimization.
• Strong organizational, analytical, and project management skills.
• Excellent written and verbal communication skills.
• Ability to influence without direct authority and effectively collaborate across all levels of the organization.
• Strong problem-solving and decision-making abilities.
• High level of professionalism, integrity, and accountability.

Preferred

• Experience in a Managed Service Provider (MSP) or technology services environment.
• Experience creating and managing KPIs, SOPs, and executive reporting.
• Experience leading organizational change and continuous improvement initiatives.
• Familiarity with Microsoft 365, ConnectWise, IT Glue, and business management platforms.

Knowledge, Skills & Abilities

• Exceptional organizational and time management skills.
• Strong leadership and interpersonal skills.
• Excellent conflict resolution and coaching abilities.
• Ability to prioritize multiple projects in a fast-paced environment.
• Strong attention to detail and follow-through.
• Ability to analyze data and make informed business recommendations.
• Commitment to maintaining confidentiality and professionalism.
• Advanced proficiency in Microsoft Office 365 applications.