General Summary
The Operations Director owns the day-to-day performance of every Amend Business Solutions (ABS) site. This role sets direction for the operations, training and quality, IT, HR, additional support functions, and stays close enough to the work to step in and solve problems directly when needed. It is a hands-on leadership role, not a hands-off one.
What You'll Own
- Lead the management team: Provide daily direction, set priorities, remove roadblocks, and hold each leader accountable to measurable results — Operations Manager, Training & Quality Assurance Manager, IT Manager, and HR Manager.
- Set the cadence: Hold regular one-on-ones with each direct report, run a standing management team meeting, and lead recurring site performance reviews so issues surface early.
- Run all sites: Oversee performance across all locations. Ensure processes, standards, and service levels are consistent site to site, and travel to sites as needed.
- Own client relationships: Act as a senior point of contact for key accounts. Support business development in winning new accounts and ensure onboarding starts them off right, while holding existing accounts to an exceptional standard of service.
- Support the ABS ecosystem: Coordinate with affiliated companies across the ABS ecosystem. Align shared processes, systems, and resources, and weigh the impact on sister entities before making operational decisions.
- Go into the weeds: Drop into any function — operations, quality, IT, or HR — to work an escalation, fix a broken process, or cover a gap. No task is beneath the role.
- Deliver the numbers: Own operating KPIs. Track productivity, quality, turnaround, and cost. Identify the drivers behind misses and fix them.
- Protect quality: Partner with the Training & QA Manager to ensure onboarding and ongoing training produce consistent, audit-ready work.
- Manage the P&L levers: Work with Finance and Accounting on budgets, forecasts, staffing plans, and spend. Understand the cost of every operational decision before making it.
- Stay compliant: Coordinate with Legal on contracts, client obligations, and regulatory requirements. Ensure operational practices stay compliant.
- Build the team: Work with the HR Manager on staffing, retention, performance management, and employee relations. Build bench strength and develop the next layer of leaders.
- Keep systems working: Partner with the IT Manager to keep systems reliable, secure, and aligned to how the business runs.
- Improve the process: Continuously simplify and standardize how work gets done. Scale what works across sites.
What You Bring
- 7+ years of progressive operations leadership, including managing managers.
- Proven multi-site or multi-function ownership.
- Track record of improving KPIs through process change, not just headcount.
- Comfort working across IT, HR, finance, and legal without needing to be the expert in each.
- Strong financial literacy — budgets, forecasts, labor models, unit economics.
- Direct, decisive communication. Able to give hard feedback and take it.
- Willing and able to do the work yourself when the situation calls for it.
- Bachelor’s degree or equivalent experience.
Nice to Have
- Experience in a business services, BPO, or client-facing operations environment.
- Lean, Six Sigma, or comparable process improvement background.
- Experience standing up or scaling a new site.
Success in the First Year
- Every direct report has clear goals, regular one-on-ones, and a development plan.
- Site-level performance is measured the same way everywhere and reviewed on a set cadence.
- At least one major process is standardized across all sites and measurably improved.
- Leadership can see operational status without asking for it.