Director of Operations

CultureAlly; Canada; Remote; CAD 130,000 - 180,000; Full time

Job summary

An established industry player is seeking a dynamic Director of Operations to drive their service delivery functions. This role is pivotal in enhancing the impact of their Training, Consulting, and eLearning solutions. You will lead a high-performing team, optimize operational processes, and ensure seamless client engagements. As a strategic partner to executives, your leadership will be crucial in scaling the organization while maintaining service quality. Join a passionate team dedicated to creating inclusive workplaces and make a meaningful impact in the DEI space. This is a unique opportunity to shape the future of workplace education and drive significant change.

Benefits

Competitive salary

Performance-based bonus

3 weeks paid vacation

3 additional leave days

Work from home flexibility

Qualifications

• 10+ years in service delivery and client management required.
• Experience in DEI consulting and team leadership is essential.

Responsibilities

• Lead service delivery functions across Training, Consulting, and eLearning.
• Oversee DEI consulting projects ensuring high-quality delivery.

Skills

Service Delivery

Client Management

Team Leadership

Capacity Planning

Project Management

Strategic Thinking

Stakeholder Management

Problem Solving

Process Optimization

Financial Acumen

Education

Bachelor's Degree

Master's Degree (preferred)

Tools

Digital Learning Platforms

Automation Tools

Job description

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CultureAlly is one of the fastest-growing Diversity, Equity, and Inclusion (DEI) and workplace education companies in the world. We help organizations create more inclusive workplaces through Training, Consulting, and eLearning solutions. We’ve worked with industry leaders like McDonald’s, Google, HelloFresh, and Habitat for Humanity, and we’re just getting started!

As we continue scaling, we need a Director of Operations to own, manage, and elevate our entire delivery function spanning Training, Consulting, and eLearning. This role is critical to ensuring our services are impactful, our teams operate efficiently, and our client engagements are seamless and successful.

You will be reporting directly to Ashley Kelly, Founder and CEO of CultureAlly. Your senior leadership experience will enable the organization to continue its rapid growth trajectory.

What You’ll Do: Leadership & Strategy

• Lead and oversee all service delivery functions across Training, Consulting, and eLearning, ensuring seamless execution and continuous improvement.
• Build and maintain a high-performing department by optimizing team composition, fostering a culture of accountability, and providing strong leadership.
• Act as a strategic partner to executives and cross-functional teams, driving operational excellence, innovation, and business growth.
• Develop and implement capacity planning strategies to support scaling, maintain service quality, and optimize resource allocation.
• Provide clear expectations, structured coaching, and professional development opportunities to managers and their teams, ensuring strong leadership across departments.
• Cultivate a collaborative and engaged team culture that enhances retention, aligns with company values, and fosters long-term success.
• Oversee project execution across global clients, ensuring deliverables are completed on time, within scope, and at the highest quality standards.
• Align service delivery operations with long-term business objectives, ensuring efficiency, profitability, and sustainable growth for CultureAlly.
• Work closely with Product & Tech teams to enhance ConnectED platform functionality, ensuring a seamless learning experience.

Learning & Development Team Responsibilities

• Lead the growth and evolution of CultureAlly’s eLearning and Training offerings, ensuring we scale effectively while delivering measurable impact.
• Expand compliance learnings to align with industry regulations and employer needs, ensuring our offerings remain competitive and indispensable.
• Identify and launch new eLearning and Training topics based on client demand, workplace trends, and emerging DEI challenges.
• Develop and differentiate proprietary learning path models that showcase CultureAlly’s expertise, integrating case studies, real-world applications, and interactive learning elements.
• Strengthen our facilitator network and ensure we maintain a diverse, high-quality talent pool of expert trainers.

Consulting Team Responsibilities

• Oversee DEI Consulting Projects, ensuring on-time, in-scope, and high-quality delivery that meets client expectations.
• Capacity planning for projects and team resources, ensuring optimal allocation of consultants based on expertise, workload, and project demands.
• Develop and refine new consulting offerings, ensuring we stay ahead of industry trends and expand our value to clients.
• Provide strong leadership & coaching to the consulting team, particularly in client management, executive presence, and stakeholder engagement.
• Own renewal strategy and upsell/cross-sell opportunities, ensuring consulting projects drive ongoing client partnerships and expanded contracts.
• Be client-facing & capable of presenting to executives, reinforcing CultureAlly’s expertise and thought leadership in DEI consulting.
• Hire, manage, and retain top consulting talent, ensuring we build a strong, scalable, and high-performing team.

Operational Excellence & Process Optimization

• Streamline internal operations & scheduling, leveraging automation to reduce admin burden and increase efficiency.
• Ensure seamless execution of each product, according to its unique characteristics.
• Improve internal documentation & processes, creating a playbook for execution at scale.
• Own forecasting & capacity planning, ensuring facilitators, consultants, and contractor resources are optimized to handle client demand efficiently.
• Develop a structured approach to hiring and talent retention, ensuring we build a high-performing, engaged team while keeping delivery scalable.
• Establish clear KPIs to measure eLearning, training, and consulting success.

Client Relationships

• Partner with Sales to ensure training leads to renewals, repeat business, and upsell opportunities.
• Work with marketing to promote thought leadership & case studies showcasing the impact of our training.
• Manage client escalations proactively, leveraging strategic problem-solving to ensure satisfaction and drive renewals.
• Work with Sales to identify upsell and cross-sell opportunities for eLearning within existing client accounts.
• Work with Sales and Leadership to develop/refine pricing models for off-the-shelf, and custom modules to maximize revenue.
• Expand certifications & accreditations that increase module credibility and value.
• Own renewal strategy and upsell/cross-sell opportunities, ensuring projects drive ongoing client partnerships and expanded contracts.

Who You Are

• 10+ years of experience in service delivery, client management, and team leadership
• 5+ years of global experience in the Diversity, Equity, Inclusion industry
• Experience managing multiple teams and department leads
• Proven learning and development experience with client-facing strategy & consulting
• Strong background in capacity planning, forecasting, and resourcing for project-based work
• Expert problem solver who thrives in a fast-growing, fast-changing environment
• Tech-savvy, with experience working in digital-first environments
• Ability to identify risks early and implement effective mitigation strategies
• Proven track record of working in startups and high growth companies
• Leadership & People Management – Ability to motivate, mentor, and scale teams while maintaining high performance
• Strategic Thinking & Decision-Making – Align delivery operations with overall business goals
• Stakeholder & Client Management – Strong skills in executive relationship management and client retention
• Project & Resource Management – Expertise in delivering projects on time and on budget while optimizing team utilization
• Financial & Commercial Acumen – Understanding of budgeting, profitability, and business growth strategies
• Process Optimization & Continuous Improvement – Ability to implement best practices, automation, and AI-driven efficiencies
• Risk & Issue Management – Ability to proactively identify and resolve challenges

Nice to have, but not required (please don't let this hold you back from applying):

Bonus: Bilingual English and/or French

The package:

• Combination of competitive base + performance based bonus. Total compensation between $130,000 - $180,000 CAD.
• Work from home or a remote location (really!)
• 3 weeks of paid vacation plus 3 leave days annually for religious or cultural events that are not on the government calendar or for just reconnecting with yourself.

Other things to know:

As a client-facing role, you are expected to be available from 9 a.m. to 5 p.m. EST and flexible in working with the client's timezones and needs. Some meetings and training may occasionally fall outside of these hours.

Working with us:

CultureAlly delivers training, consulting, and eLearning services designed to improve workplace cultures across the globe. With a dedicated team of over 20 full-time professionals based in Canada and collaborators worldwide, we partner with organizations to build more inclusive, respectful, and impactful environments where everyone can thrive.

Our journey is about making a meaningful impact. We understand that transforming workplaces won't happen overnight, but we are driven by the belief that even small changes can create lasting, positive effects. At CultureAlly, you're not just joining a company; you're becoming part of a movement to create a more inclusive world. We value the contributions of each team member and believe in the power of diverse perspectives. Whether you meet all our listed qualifications or not, we encourage you to apply and bring your unique strengths to our team.

Are you ready to do some of the most fulfilling work of your career with us? Please send us your resume and a cover letter.

Also, let us know if you require any accommodations to participate fully and equally in our hiring process. We're committed to ensuring an accessible and inclusive experience for all candidates.

Due to the volume of applications received, only shortlisted candidates will be contacted. Thank you for your interest in CultureAlly!

Job Type: Full-time

Pay: $130,000.00-$180,000.00 CAD per year inclusive of base salary and performance-based bonus

Seniority level

• Director

Employment type

• Full-time

Job function

• Management and Manufacturing
• Human Resources Services