Director of Operations

SmartBill Corp; Columbus (OH); On-site; USD 100,000 - 130,000; Full time

Job summary

A leading billing solutions provider is seeking a Director of Operations to optimize its operational functions while ensuring client success. This key leader will collaborate with senior leadership and cross-functional teams to drive strategic initiatives and enhance service delivery. The ideal candidate will have over 7 years of experience in operations with a strong emphasis on strategic planning and team leadership. If you are a results-driven leader passionate about operational excellence and client relationships, this role is for you.

Qualifications

• 7+ years of leadership experience in operations or project management.
• Proven ability to lead cross-functional teams.
• Strong project management experience with a track record of success.

Responsibilities

• Oversee operational functions and optimize processes.
• Develop operational strategies supporting client success.
• Lead and mentor a high-performing operations team.

Skills

Strategic planning

Operational leadership

Client success alignment

Process optimization

Cross-functional collaboration

Education

Bachelor’s degree in Business Administration or related field

Master’s degree preferred

Job description

The Director of Operations plays a critical leadership role in overseeing and optimizing the company’s operational functions while ensuring the organization delivers exceptional value to its clients. This role is responsible for leading cross-functional teams, improving operational processes, and driving strategic initiatives that strengthen our position as a trusted partner to our clients rather than simply a vendor.

The ideal candidate is a strategic and results-driven leader who can align operational performance with client success outcomes. This individual will help shape the operational infrastructure that supports strong client relationships, scalable growth, and continuous improvement across the organization.

The Director of Operations will collaborate closely with senior leadership, product teams, and client-facing departments to ensure operational strategies support both business objectives and long-term client success.

Requirements

Key Responsibilities:

• Strategic Planning & Operational Leadership
  • Collaborate with executive leadership to develop and implement operational strategies aligned with company growth and client success objectives
  • Evaluate operational performance and identify opportunities to improve efficiency, scalability, and service delivery
  • Translate strategic business goals into actionable operational plans and measurable outcomes
  • Drive initiatives that position the company as a strategic partner to clients, ensuring our services evolve with their needs
• Client Success Alignment
  • Partner with Client Services team to ensure operational processes support strong client relationships and long-term retention
  • Develop frameworks that help teams better understand client goals, challenges, and opportunities within our platform
  • Implement metrics and reporting that measure client health, engagement, and service performance
  • Identify opportunities to enhance the client experience through improved processes, communication, and service delivery
  • Build, lead, and mentor a high-performing operations team
  • Foster a collaborative and accountable culture focused on problem-solving, innovation, and continuous improvement
  • Provide coaching and leadership development opportunities for team members
  • Establish clear goals and performance metrics aligned with organizational priorities
• Process Optimization & Operational Efficiency
  • Evaluate and streamline operational processes to improve productivity and service delivery
  • Identify opportunities to implement technology, automation, and improved workflows
  • Develop scalable operational frameworks to support company growth
  • Continuously assess internal systems and procedures to ensure they support both operational efficiency and client satisfaction
• Cross-Functional Collaboration
  • Work closely with department leaders to ensure alignment between operations, client services, and product development
  • Facilitate effective communication and coordination across teams
  • Strengthen internal processes that support collaboration and shared accountability for client outcomes
  • Serve as a key operational partner to leadership in driving company initiatives
  • Partner with the sales and leadership teams to support business development initiatives and revenue growth strategies
  • Assist in developing operational processes that support the sales pipeline, client onboarding, and long-term client success
  • Participate in key client and prospect conversations when operational expertise or service delivery insights are needed
  • Help ensure a smooth transition from sales to onboarding to ongoing client success, maintaining a consistent and high-quality client experience
  • Identify opportunities for expansion, upsell, and additional services through operational insights and client feedback
  • Collaborate with sales leadership to ensure operational capabilities and client needs are aligned during the sales process
  • Support proposal development, operational planning, and implementation strategies for new client engagements

Training and Experience:

• Bachelor’s degree in Business Administration, Operations Management, or a related field (Master’s degree preferred)
• 7+ years of leadership experience in operations, project management, or organizational leadership
• Proven ability to lead cross-functional teams and improve operational performance
• Strong project management experience with a successful record of delivering complex initiatives
• Experience working in technology, SaaS, or service-driven organizations preferred
• Strong analytical, organizational, and problem-solving skills
• Excellent communication and interpersonal skills with the ability to influence across departments
• Strategic thinker with the ability to translate long‑term vision into practical execution
• Experience implementing operational metrics and KPIs to guide decision-making

About the Company

At SmartBill, our mission is to provide the best possible experience for our clients in all aspects of their billing and payment needs. We strive to be a one‑stop‑shop that offers superior service, innovative technology, and transparent communication to create a personalized and efficient bill printing and payment solution that exceeds expectations.