Operations Director

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.

Requirements

Qualifications:

• MBA or 7+ years of experience in operations management, preferably in the military, back ground check companies, law enforcement, or security industries.
• High Driver: Must be able to scale a business and move it forward.
• Proven experience in taking the initiative with AI technologies and integrating them into business processes.
• Analytical approach to problem-solving, with knowledge of P&L, Six Sigma, and ISO awareness.
• Experience dealing with security and compliance-driven requirements.
• Must be able to pass a background check and a drug test.
• Demonstrated knowledge of effective time management and team leadership.
• Superior organizational and multitasking skills.
• Excellent written and verbal communication skills, with a focus on quality service and team orientation.
• Ability to articulate difficult concepts clearly to all team members.
• Proactive and solution-oriented, with the ability to create effective plans and act on them.
• Ability to quickly learn and adapt, thinking and managing fast to reach timely objectives.
• Availability to work weekends or overtime as needed.
• Knowledge of the EOS Operating System is helpful.
• Must be able to pass security clearance to obtain a Permanent Employee Registration Card (PERC).

Client Focus and Communication Skills:

• Maintain confidentiality and demonstrate a pleasant demeanor on the telephone and in person.
• Ability to communicate needs and ideas effectively to investigators, clients, vendors, and company staff.
• Provide high-quality customer service and resolve issues promptly.

Technology Skills:

• Technical nimbleness to learn new proprietary reporting and case management programs.
• Proficiency in Google Suite (Gmail, Google Docs, Forms) and Microsoft Office Suite (Word, Excel, PowerPoint).
• Familiarity with using telephones, copiers, printers, intranet, and the internet.

Soft Skills:

• Leadership: Inspire and lead a team, set clear expectations, provide guidance, and foster a culture of accountability and continuous improvement.
• Initiative: Demonstrate proactive problem-solving and decision-making, taking ownership of tasks and projects.
• Customer Focus: Commitment to providing exceptional service and value to clients, understanding their needs, and exceeding their expectations.
• Strategic Thinking: Analyze complex situations, anticipate future needs, and develop strategic plans to optimize operations and improve efficiency.
• Adaptability: Remain flexible and effective in high-pressure situations, adapting to changing priorities and environments.