Director of Operations (Remote)

World Education Services; New York (NY); Remote; USD 145,000 - 160,000; Full time

Job summary

An established industry player is seeking a Director of Operations to lead and transform their production operations. This pivotal role involves managing a high-volume business that serves hundreds of thousands of customers globally. The ideal candidate will drive operational excellence, enhance customer satisfaction, and foster a data-driven culture. You will be responsible for optimizing workflows, managing dispersed teams, and ensuring compliance with industry standards. If you are an experienced operations leader passionate about making a significant impact in a fast-paced environment, this is the perfect opportunity for you.

Qualifications

• 10+ years of experience in operations leadership managing large teams.
• Strong analytical skills with expertise in forecasting and capacity planning.

Responsibilities

• Lead and transform production operations to enhance service delivery.
• Design advanced forecasting models to align staffing with production demands.

Skills

Leadership

Operational Excellence

Data-driven Decision Making

Analytical Skills

Collaboration

Risk Management

Stakeholder Engagement

Education

Bachelor’s degree in business or related field

Master’s degree (preferred)

Job description

Title: Director of Operations

Department: Production

Location: Remote - Candidates based in the US

Salary: $145K- $160K USD

Description:

The Director of Operations is responsible for leading and transforming production operations at WES, managing a high-volume, high-impact business that serves hundreds of thousands of customers annually across the globe. Reporting to the Head of Production, this senior leadership role drives operational transformation, business impact, and innovation, ensuring seamless delivery across core functions, including academic document authentication, credential evaluation, content proofing, and customer experience optimization.

This is an opportunity for an experienced operations leader to make an immediate impact by driving measurable improvements in service delivery models, operational efficiency, and customer satisfaction. The ideal candidate has a proven track of leading a high-volume production environment with extensive experience managing dispersed teams in pressured deadline-driven environments.

Key Responsibilities:

Operational Excellence

1. Design and implement advanced forecasting and planning models to align staffing and resources with fluctuating production demands.
2. Leverage mathematical modeling to optimize production workflows, improve capacity planning, and enhance decision-making.
3. Establish and monitor operational metrics, ensuring consistent SLA compliance, quality standards, and efficiency improvements.
4. Drive innovation in process design to improve error rates, reduce cycle times, and enhance service delivery.
5. Partner with cross-functional teams to develop scalable, sustainable production models that support long-term growth.
6. Create and implement robust quality systems, identifying and resolving bottlenecks through data-driven solutions.

Strategic Leadership

1. Lead and inspire a multi-country operations team to deliver services to over 500,000 customers annually.
2. Develop and execute operational strategies to optimize productivity, resource allocation, and organizational performance, aligning with broader business objectives.
3. Act as a key member of the leadership team, contributing to long-term strategic planning and driving organizational growth.
4. Cultivate a high-performance, data-driven culture that balances speed, accuracy, and customer satisfaction.

Team Development

1. Lead, mentor, and develop a high-impact team of managers and operational leaders, fostering collaboration and accountability.
2. Implement targeted training and development programs to build team capabilities and prepare for future growth.
3. Develop workforce planning systems to align talent and resources with business goals, emphasizing adaptability and performance.

Collaboration & Stakeholder Engagement

1. Collaborate with senior leadership, IT, product, and customer solutions teams to align operations with organizational goals.
2. Serve as a key liaison for internal and external stakeholders, ensuring alignment across functions and delivering on operational commitments.

Risk Management & Compliance

1. Identify and mitigate operational risks to ensure business continuity.
2. Ensure compliance with industry regulations and quality standards, leveraging best practices from regulated sectors.

Requirements:

1. Bachelor’s degree in business, management, supply chain, or a related field (Master’s preferred).
2. 10+ years of experience in operations leadership, managing large teams across multiple locations.
3. Proven ability to lead in high-pressure, high-volume environments, with a strong focus on data-driven decision-making.
4. Experience developing and implementing operational quality systems and metrics to ensure organizational excellence.
5. Strong analytical skills, with expertise in forecasting, capacity planning, and resource optimization.
6. Demonstrated ability to build effective cross-functional relationships and influence stakeholders at all levels.
7. Ability to travel as needed (~10-15%) for in-person collaboration and project oversight.

Desired:

1. Candidate preferably based in New York City.
2. Experience in for-profit industries such as logistics, insurance, or financial services.
3. Lived experience as an immigrant, familial connection to immigration, or a demonstrated ability to understand and empathize with the challenges and journeys of immigrants, newcomers, or those navigating similar experiences.
4. Proficiency in French is preferred but not required.
5. A track record of fostering innovation, adaptability, and continuous improvement within operational teams.
6. High emotional intelligence, excellent interpersonal skills, and the ability to lead through change.
7. Thrives in fast-paced, high-stakes environments, with a results-oriented mindset and sense of urgency.

Our Commitment:

World Education Services is committed to fostering an inclusive workplace that reflects the rich tapestry of our communities, both in the US and Canada. This commitment is underscored by our unwavering dedication to providing equal opportunities to all qualified individuals, regardless of race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity or expression, veteran status, or genetics. This commitment extends to every aspect of employment, from recruitment and hiring to promotions, training, and benefits. We comply with all applicable federal, state, and local anti-discrimination laws. For us, diversity goes beyond compliance – it's about embracing unique perspectives and cultivating an environment where everyone feels valued and empowered to reach their full potential.

If you require assistance and/or accommodation at any point during the recruitment process, please contact us at [e-mail], we're here to support you. Our Talent Acquisition team is happy to work with you to find solutions that meet your needs.

For more information about WES, please visit our website at www.WES.org