Director of HR Operations

Position Overview

A growing HR outsourcing and consulting organization is seeking a Director of HR Operations to lead service delivery, team performance, client outcomes, and operational execution across a rapidly expanding portfolio of businesses. This is a high-impact leadership role focused on building scalable systems, improving service quality, strengthening accountability, and creating the operational infrastructure needed to support continued growth. The ideal candidate is a hands-on leader who combines strong people management abilities with operational expertise and a proven ability to scale multi-client service organizations. This position serves as the senior operational leader within the organization and offers a clear path toward executive leadership.

Responsibilities

• Lead and develop a team of HR professionals and offshore support staff
• Oversee service delivery across all client accounts and ensure exceptional client experiences
• Serve as the primary escalation point for complex client issues, employee relations matters, and service challenges
• Establish and maintain service standards, operational processes, and performance expectations
• Build and improve workflows, documentation, SOPs, and scalable operating procedures
• Develop and manage operational dashboards, KPIs, and scorecards to monitor team performance and client outcomes
• Drive client retention initiatives and continuously improve service quality
• Manage team utilization, workforce planning, and capacity forecasting
• Oversee internal hiring, onboarding, training, and employee development efforts
• Integrate offshore resources effectively into service delivery operations
• Identify opportunities for operational efficiencies, automation, and process improvements
• Partner with executive leadership on strategic planning, growth initiatives, and organizational development

Qualifications

• 5+ years of leadership experience in operations, service delivery, client services, HR outsourcing, professional services, staffing, accounting services, managed services, or a similar multi-client environment
• Experience leading teams of 20+ employees, including managers or team leads
• Proven success managing client relationships and resolving high-level escalations
• Strong experience building scalable systems, workflows, documentation, and operational processes
• Demonstrated ability to improve performance through data-driven decision making and KPI management
• Experience managing utilization, staffing models, and capacity planning
• Excellent communication, leadership, coaching, and organizational skills
• Strong analytical and problem-solving abilities
• Experience working with distributed or offshore teams is a plus
• HR consulting, HRO, PEO, payroll, benefits administration, staffing, or professional services experience preferred
• Ambition and capability to grow into a future COO-level leadership role

Success Metrics

• Assess and optimize the client delivery lifecycle while strengthening workflows, accountability, and operational infrastructure
• Establish meaningful KPI reporting, scorecards, and escalation procedures that improve visibility and decision making
• Reduce founder involvement in day-to-day operations by creating clear ownership and leadership across teams
• Improve client retention, service quality, operational efficiency, and team productivity
• Build scalable systems and processes that support continued organizational growth

Compensation & Benefits

• $130,000-$160,000 base salary, DOE
• Health insurance package
• Paid time off (PTO)
• Paid company holidays
• Professional growth and advancement opportunities
• Direct exposure to executive leadership
• Clear path toward executive and COO-level responsibilities
• Opportunity to help shape the long-term operational strategy of a growing organization
• Schedule: Monday-Thursday, 9:00 AM-5:30 PM and Friday, 9:00 AM-3:30 PM

About the Employer

The company is a rapidly growing HR outsourcing and consulting organization that provides strategic HR leadership, compliance support, employee relations guidance, recruiting assistance, workforce management solutions, and day-to-day HR operations support to a diverse client base. The organization has built a reputation for delivering personalized, high-touch service while helping businesses scale their people operations effectively. Its culture is built on accountability, proactive problem solving, teamwork, continuous improvement, and an unwavering commitment to client success. As the company continues to grow, it is investing in strong operational leadership and scalable infrastructure to support its long-term vision.