Director of Operations

Job Description : Our client is seeking a driven and experienced Director of Operations to lead their Operations team in managing a high-velocity, contractor-based service model.

This role is crucial in optimizing their network of 1099 contractors to deliver exceptional service quality at scale. You will develop and execute strategies that drive operational efficiency, foster rapid process improvements, and maintain strong collaboration across departments.

This is an opportunity to lead a dynamic team, build scalable processes, and implement best practices that enhance customer satisfaction through a contractor-led service approach.

Key Responsibilities :

• Lead a High-Performance Contractor Network : Recruit, onboard, and mentor a high-volume network of 1099 contractors, focusing on driving service excellence, consistency, and accountability across the board.
• Optimize Contractor Efficiency : Implement performance metrics and incentives tailored for a high-velocity environment, ensuring that contractors meet or exceed service standards while maintaining speed and responsiveness.
• Streamline Contractor Onboarding and Training : Develop efficient onboarding, training, and upskilling programs to rapidly prepare new contractors for success and reduce time-to-competency.
• Oversee Daily Operations with a Focus on Agility : Ensure all contractors adhere to schedules, SOPs, and quality standards, maintaining a high level of operational agility in a fast-paced environment.
• Drive Continuous Improvement : Regularly analyze operational reports and performance dashboards to identify process bottlenecks, implement real-time adjustments, and ensure seamless, high-velocity service delivery.
• Foster Collaboration and Communication : Work closely with cross-functional teams and stakeholders to align contractor operations with broader organizational goals and facilitate swift, effective communication channels.
• Enhance Service Delivery and Customer Satisfaction : Continuously refine workflows, performance standards, and service-level agreements (SLAs) to improve contractor performance and meet or exceed customer expectations.
• Utilize Technology for Efficiency : Leverage ERP systems (e.g., NetSuite, Dynamics), Microsoft 365, CRM platforms, and time / labor management tools to optimize contractor scheduling, track performance, and enable data-driven decision-making.
• Establish Scalable SOPs : Develop, implement, and refine Standard Operating Procedures (SOPs) that promote scalability, consistency, and efficiency across the contractor network, ensuring high standards of service quality.
• Quickly Resolve Escalated Issues : Respond promptly to escalated customer complaints, using root-cause analysis and proactive contractor training to prevent future occurrences and enhance customer experience.
• Implement Contractor Retention Strategies : Build a competitive, results-driven environment to retain top-performing contractors by providing the tools, support, and incentives needed to achieve operational excellence.
• Cultivate a Culture of High-Velocity Service : Drive a results-focused culture within the contractor network that emphasizes speed, flexibility, and excellence in delivering superior customer service.

This role is ideal for a leader who thrives in high-paced environments and is skilled at managing large-scale contractor teams to achieve operational excellence at speed.