Description

Director of Operations

Salaried, Exempt
Division:  Public Records

Job Description:

The Director of Operations primary function is to generate significant business impact through the strategic and tactical direction of our operations center.  This position is responsible for meeting defined customer service metrics; driving continuous process improvement efforts and working with other key leaders/teams to design and implement customer solutions.  This individual will need to demonstrate an ability to be a quick, analytical thinker and provide insight and direction regarding company operational decisions.  As you work through opportunities, you will partner with multiple groups including customers, Sales, providers, and Information Technology departments to recommend appropriate operations solutions. This position will report directly to the President.

Primary Responsibilities: 

• Strategic planning and execution to enhance profitability, productivity, reliability, and efficiency throughout the company’s public records and research departments.
• Represent the Operations department within the organization and when necessary, with clients. 
• Serve as the subject matter expert for all matters regarding Operations and fulfillment.
• Develop and direct the management of the operations department, ensuring timely order processing, with a focus on accuracy and quality of work product while maintaining appropriate staffing levels.
• Implement improved business/technical process to optimize business workflow.  Development and implementation of management methods to increase employee productivity and company ROI.
• Accountable for the overall operational/fulfillment success of the Operations department.
• Interact regularly with key department leaders to ensure that company’s operational priorities are aligned with overall company goals and objectives.  Identify and resolve routine Client Services requests through business and technical solutions.
• Develop and maintain job performance standards, productivity metrics, and goals for all department staff members.
• Take proactive steps and initiative to get ahead of fulfillment issues/bottlenecks while actively managing staff levels to support cyclical business needs.
• Regularly review, implement, and enhance staff training curriculum and protocol to ensure correct operational execution by the Operations department.
• Provide ongoing analysis of fulfillment forecasts and budget items as compared to actual results, KPI’s and established department metrics.
• Maintain a professional demeanor, attitude and appearance and impart this on the Operations department.
• Provide throughput and production updates to the President on a regular basis.
• Other duties as assigned. 

Qualifications: 

• 10+ years managing a team in a relevant field – preferred.
• Knowledge of performance measurement techniques; effective/successful management techniques.
• Extremely strong communicator who is quick to respond and update key stakeholders.
• Solution-oriented leader who can drive initiatives with minimal supervision.
• Ability to work collaboratively yet assert authority and influence when necessary.
• Must possess excellent writing and analytical skills, and be highly task, detail, and objective oriented.
• Excellent interpersonal, management, and organizational skills.
• Multi-functional project management.
• Ability to manage and embrace change individually, but also with your downline.
• Enthusiastic, ambitious, and decisive approach to work.
• Bachelor’s degree preferred.
  

Skills: 

• Microsoft Suite - Advanced
• Presentation & Training Skills - Advanced
• Project Management Skills - Advanced

Essential Functions: A review of this position has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and responsibilities, including regular and reliable attendance are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbent(s) will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities.

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