Director, Digital Operations & Global Delivery

Kofile Technologies; Dallas (TX); On-site; USD 180,000 - 240,000; Full time

Benefits offered by this job

Leadership development

Insurance (medical, dental, vision, L&

403(b) plan

Paid holidays

PTO

Paid maternity & paternity leave

Educational assistance

Business casual environment

Job summary

Kofile Technologies in Dallas, TX, is seeking a Director of Digital Operations to lead a large, cross-functional digital production team and partner ecosystem. You will own delivery performance, capacity planning, quality, and financial results while shaping a scalable operational platform.

This leadership role requires strong financial acumen, superb communication, and the ability to manage domestic and international partnerships and complex customer demands. Occasional travel is expected.

Qualifications

• Bachelor’s degree in Business, Operations, Technology, Industrial Engineering, or a related field.
• 10+ years of management or leadership experience in operational delivery environments.
• 5+ years of experience in BPO, scanning, indexing, digital production, records management, or a related services environment.
• Demonstrated experience leading large operational teams and driving performance through KPIs, process discipline, and continuous improvement
• Strong financial acumen, including the ability to analyze income statements, production data, unit costs, productivity trends, and operational drivers of revenue and gross margin performance
• Ability to understand and communicate semi-technical requirements to customers, operational teams, sales teams, and technology stakeholders.
• Strong understanding of operational workflows, capacity planning, quality management, and scalable service delivery models.

Responsibilities

• Lead Digital Operations to deliver customer projects on time, at required quality levels, and in alignment with financial commitments
• Establish, maintain, and continuously improve capacity planning processes that support timely delivery, speed to revenue, operational efficiency, and achievement of revenue and gross margin goals.
• Identify, track, and manage operational KPIs across Digital Services, including delivery, quality, throughput, productivity, customer satisfaction, SLA adherence, and unit cost performance
• Proactively identify and communicate dependencies from customers, partners, and other internal teams that may impact successful service delivery.
• Design, implement, and continuously improve the Digital Operations quality management program to ensure customer requirements, accuracy standards, delivery commitments, and financial goals are consistently met
• Apply continuous improvement methods to analyze quality data, identify trends, address human and system-related defects, and implement corrective actions.
• Continuously improve processes and tools based on performance trends, lessons learned, customer feedback, quality findings, and evolving business needs.
• Manage domestic and international partner relationships to ensure performance, scalability, SLA adherence, quality, cost effectiveness, and market competitiveness
• Create and manage departmental budgets and forecasts, including revenue, gross margin, labor productivity, partner costs, and unit cost targets
• Identify, justify, and advocate for investments in talent, technology, process improvements, and partner capabilities that support growth and operational performance.
• Lead, coach, and develop a large operational organization of approximately 150 employees, promoting accountability, role clarity, continuous improvement, and an appropriate sense of urgency in meeting customer and financial goals while developing future leaders for growth opportunities within Kofile
• Build trusted relationships across Sales, Operations, Technology, executive leadership, customers, and partner organizations
• Represent Digital Operations in customer sales presentations, internal executive presentations, and customer escalations.
• Serve as an escalation point for Sales and customer issues, evaluate facts and tradeoffs, and make or recommend decisions that balance customer relationships, operational feasibility, and financial implications.
• Partner with Technology teams to identify, prioritize, and implement capabilities that improve security, scalability, efficiency, quality, reporting, and competitiveness in target markets.
• Use production reporting, operational analytics, workflow tools, automation opportunities, and emerging technologies to improve throughput, quality, visibility, and scalability.
• Create and evolve an operating model that supports growth, agility, changing customer needs, competitive demands, and advances in technology.

Skills

Leadership

Strategic thinking

Communication

Executive presence

Analytical skills

Stakeholder management

Education

Bachelor’s degree in Business, Operations, Technology, Industrial Engineering, or a related field.

Tools

Workflow platforms

Production reporting

Automation

OCR

AI-enabled processing

Analytics dashboards

Job description

Kofile Technologies in Dallas, TX, is seeking a Director of Digital Operations to lead a large, cross-functional digital production team and partner ecosystem. You will own delivery performance, capacity planning, quality, and financial results while shaping a scalable operational platform.

This leadership role requires strong financial acumen, superb communication, and the ability to manage domestic and international partnerships and complex customer demands. Occasional travel is expected.