Director of Operations

Forge Search; South Carolina; On-site; USD 120,000 - 180,000; Full time

Job summary

Forge Search is partnering with a 24/7 dispatch center to recruit a Director of Operations for Greenville, SC. This on-site role owns day-to-day performance, leads the leadership team, and partners with senior leadership to execute the vision.

The ideal candidate has experience managing managers in mission-critical environments, excels at data-driven decision-making, budgeting, staffing planning, and implementing training systems at scale.

Qualifications

• Proven leadership experience in a multi-layered team structure.
• Experience in 24/7 mission-critical or field operations environments.
• Track record of building or improving training systems at scale.
• Comfort working with data to drive staffing and operational decisions; experience using AI tools.
• Experience working with custom or internal software tools.
• EOS experience strongly preferred.
• A bias toward proactive systems-building.
• Strong track record of accountability.
• Experience owning a department budget and forecasting staffing needs for growth.
• Comfortable supporting compliance-related reporting and reviews.

Responsibilities

• Manage a multi-layered team
• Maintain accountability across your own team
• Own performance outcomes for operations
• Actively participate in hiring
• Build and maintain knowledge management systems designed for frequent updates
• Improve procedural adherence across team members to raise operational quality
• Take a data-based approach to operational decision-making
• Use AI-driven and data-driven modeling to forecast activity volume and determine staffing levels
• Identify areas for proactive improvement
• Work directly with our development team on our custom operations software
• Champion tooling and process changes that make the operation easier to run and easier to learn
• Own the operations team budget
• Lead staffing/pre-hiring planning ahead of new and expanding client contracts
• Participate in compliance meetings and reviews
• Ensure required compliance reporting is completed and accurate

Skills

Leadership

24/7 ops

Training systems

Data-driven decisions

AI tooling

Internal software tools

EOS experience

Systems-building

Budget & forecasting

Compliance reporting

Job description

We are partnering with a 24/7 dispatch center looking for a Director of Operations to join their team. This role will own the day-to-day performance of the operations organization while working closely with senior leadership.

This role is designed for an experienced operations leader – someone who enjoys managing managers, setting the direction, establishing procedures, and using data to make decisions. This role is accountable for executing the vision, running the leadership team, and holding the organization accountable to its numbers and priorities. EOS experience is strongly preferred.

This is an on-site role in Greenville, SC.

ESSENTIAL DUTIES & FUNCTIONS:

Team Leadership & Accountability

• Manage a multi-layered team
• Maintain accountability across your own team
• Own performance outcomes for operations
• Actively participate in hiring

Training & Knowledge Management

• Build and maintain knowledge management systems designed for frequent updates
• Improve procedural adherence across team members to raise operational quality

Data-Driven Operations

• Take a data-based approach to operational decision-making
• Use AI-driven and data-driven modeling to forecast activity volume and determine staffing levels
• Identify areas for proactive improvement

Systems & Tools

• Work directly with our development team on our custom operations software
• Champion tooling and process changes that make the operation easier to run and easier to learn

Budget & Planning

• Own the operations team budget
• Lead staffing/pre-hiring planning ahead of new and expanding client contracts

Compliance & Reporting

• Participate in compliance meetings and reviews
• Ensure required compliance reporting is completed and accurate

QUALIFICATIONS:

• Proven leadership experience in a multi-layered team structure
• Experience in 24/7 mission-critical or field operations environments
• Track record of building or improving training systems at scale
• Comfort working with data to drive staffing and operational decisions; experience using AI tools
• Experience working with custom or internal software tools
• EOS experience strongly preferred
• A bias toward proactive systems-building
• Strong track record of accountability
• Experience owning a department budget and forecasting staffing needs for growth
• Comfortable supporting compliance-related reporting and reviews