Director of Operations

About the Role
As a Director of Operations, you’ll drive operational excellence and financial discipline across a major telecommunications account while partnering with executive leadership to optimize business efficiency, procurement, and capacity. In this role, you will champion delivery teams by streamlining processes and clearing roadblocks—empowering successful execution without direct day-to-day management of the PM department.

Responsibilities:
Account Operations and Business Management
Daily operational oversight to align workflows and resources with business requirements
Establishing operational rhythms, reporting structures, and account-wide accountability
Proactive identification of operational risks and development of mitigation solutions
Driving consistency across account tools, documentation, and ways of working
Visibility for senior leadership into account health, priorities, and critical issues
Operational escalation partnership to resolve complex challenges and pathfinding
Capacity, Staffing and Resource Management
Account-wide capacity planning aligned to workload, scope, and strategic priorities
Partnership with Finance and Talent on staffing forecasts, hiring, and freelance strategy
Monitoring utilization and capacity trends to mitigate staffing risks
Organizational design support balancing business needs with financial targets
Optimizing team structures and resource allocation as account needs evolve
Financial and Procurement Operations
Close partnership with Finance on financial health, burn rates, and staffing costs
Oversight of procurement processes and annual financial reconciliation
Ensuring clear processes for managing scope changes and resource utilization
Financial risk identification and partnership on operational mitigation plans
Support for annual planning and ongoing account financial reporting
PM Department Support and Enablement
Operational partnership to PM leadership on account priorities and resource needs
Development of scalable solutions, tools, and processes for recurring challenges
Thought partnership and escalation support for complex operational issues
Strengthening PM ways of working for consistency and scalability
Guidance on capacity, workload management, and cross-functional challenges
Facilitating cross-functional resolution for department-level issues
Empowering PM leadership to manage their teams independently
Process and Ways of Working
Institutionalizing account-wide processes to improve efficiency and clarity
Identifying opportunities to simplify and automate manual workflows
Driving adoption of shared tools and reporting for a consistent source of truth
Establishing effective operating rhythms across leadership and functional partners
Ensuring operational scalability as the account and workload evolve
Leadership and Cross-Functional Partnership
Trusted operational partnership to account leadership and department heads
Connecting disciplines to resolve challenges holistically and remove silos
Creating clarity around decision-making and ownership in ambiguous situations
Fostering transparency, accountability, and proactive problem-solving
Strategic, solutions-oriented perspective on complex business challenges
Ensuring business continuity and momentum during leadership transitions

About You
The essentials:
8+ years of expertise in senior-level account, agency, or business operations and project leadership
Background navigating operational needs within high-velocity agency, marketing, or client-services environments
Direct experience driving account-wide capacity planning, staffing strategies, and workload forecasting
Financial partnership proficiency across budget management, utilization tracking, and annual reconciliation
Oversight of procurement workflows, vendor relations, and resource-linked financial operations
History of institutionalizing scalable operating processes and cross-functional Ways of Working
Collaborative support for PM and functional leadership to improve effectiveness and remove barriers
Ability to influence stakeholders and drive accountability within complex matrixed organizations
Strategic problem-solving skills to mitigate operational risks and navigate business ambiguity
Aptitude for providing senior leadership with clear visibility into complex financial and staffing data