Director of Operations

About the Role

We are collaborating with a 24/7 dispatch center seeking a Director of Operations to lead daily operational performance and work collaboratively with senior leadership. This role is ideal for an accomplished operations leader who excels in managing multiple management layers, setting strategic direction, establishing processes, and leveraging data for decision-making. The Director is responsible for implementing the company vision, guiding the leadership team, and ensuring the organization meets its goals and priorities. Experience with the Entrepreneurial Operating System (EOS) is highly desirable. This position is based on-site in Greenville, South Carolina.

Key Responsibilities

• Lead and supervise a multi-tiered operations team ensuring accountability and performance management.
• Participate proactively in recruitment and hiring efforts.
• Streamline and enhance training programs and knowledge management to support frequent updates and procedural compliance for quality improvement.
• Adopt a data-centric approach for all operational decisions, utilizing AI-driven models to predict activity volumes and optimize staffing requirements.
• Collaborate directly with the development team on bespoke operations software and advocate for tool and process improvements that simplify operations and enhance learning.
• Manage the operations budget, overseeing workforce planning in anticipation of client growth and contract expansions.
• Engage in compliance reviews and meetings, ensuring accurate and timely compliance reporting.

Qualifications

• Proven leadership in managing multi-layered teams.
• Experience within 24/7 mission-critical or field operations settings.
• Demonstrated success in creating or refining scalable training systems.
• Strong ability to make staffing and operational decisions based on data, including AI tool applications.
• Familiarity working with custom or proprietary software tools.
• Preferred experience with EOS methodology.
• Proactive in building and refining operational systems.
• Strong commitment to accountability.
• Experience managing departmental budgets and forecasting staffing for business growth.
• Capability to support compliance-related reporting and audits.