Director of Operations- Workplace Experience

Forrest Solutions LLC; New York (NY); On-site; USD 144,000 - 176,000; Full time

Job summary

Opensity Solutions in New York is seeking a seasoned workplace operations leader to oversee a broad portfolio including Office Services, mailroom, hospitality, and conference services. The role combines strategic account leadership with hands-on operational execution to deliver consistent, high-quality results for our clients.

The ideal candidate brings strong leadership, operational discipline, and the ability to engage directly with frontline teams while guiding managers and partners.

Qualifications

• Experienced workplace operations leader combining strategy with hands-on execution.
• Ability to manage multi-service lines (Office Services, mailroom, hospitality).
• Proven track record building client relationships and leading teams.

Responsibilities

• Lead overall account operations and service delivery across the portfolio.
• Oversee Office Services and mailroom to ensure high-quality support.
• Manage staffing, budgets, and performance metrics to meet SLAs.
• Develop and mentor managers and frontline teams.
• Maintain a hands-on onsite presence to uphold standards and resolve issues.

Skills

Leadership

Strategic thinking

Operational discipline

Hands-on

Client relations

Staff development

Job description

About Us

Opensity Solutions is the largest tech‑enabled managed services organization serving leading law firms, financial institutions and professional services firms. At Opensity, we provide integrated operational platforms, automation and advisory services that enable clients to modernize operating models, reduce cost and accelerate growth. Our capabilities include IT and technology solutions, document processing and administrative support, marketing and communications, billing and AP/AR services, records and information governance, workflow automation, consulting and hospitality and facilities services. Our Mission: Our mission is to provide modernized technology platforms, elevated technology support, and valuable insights, empowering our clients to excel in what they do best.

What You’ll Do

• Lead overall account operations, taking ownership of service delivery, operational performance, client satisfaction, and the achievement of account objectives.
• Oversee Office Services, ensuring efficient, responsive, and consistently high‑quality support across the workplace.
• Manage mailroom and print/production services, driving accuracy, efficiency, productivity, and service excellence.
• Oversee hospitality and conference services as part of an integrated workplace services offering, ensuring a seamless and professional experience for employees, visitors, executives, and meeting attendees.
• Provide strategic operational leadership, identifying opportunities to improve processes, optimize resources, strengthen service delivery, and enhance the overall client experience.
• Build and maintain strong client relationships, partnering with senior stakeholders to understand business priorities, anticipate needs, resolve challenges, and identify opportunities for improvement.
• Lead, coach, and develop managers and frontline teams, setting clear expectations, building accountability, and fostering a culture of ownership and continuous improvement.
• Maintain a visible, hands‑on presence onsite, developing a thorough understanding of each service line and stepping into the operation when needed to support teams, resolve issues, and maintain standards.
• Understand the operation at the seat level, ensuring you know how each function works, where challenges arise, and what is required to deliver consistently strong results.
• Manage staffing, budgets, performance metrics, and service levels, balancing operational efficiency with quality, responsiveness, and client expectations.
• Drive consistency across all service lines, ensuring managers are aligned, teams are engaged, and operational standards are maintained throughout the account.

What We’re Looking For

The ideal candidate is an experienced workplace operations leader who combines strategic thinking, strong operational discipline, and a willingness to get directly involved in the business. The Leader We’re Looking For This is an opportunity for a leader who can balance strategic account leadership with hands‑on operational execution. You will be comfortable setting direction, managing client relationships, driving performance, and planning for the future, while also understanding the daily realities of Office Services, mailroom, print/production, and hospitality operations. You do not lead from a distance. You build credibility by knowing the business, supporting your managers, engaging with frontline teams, and taking ownership when challenges arise. Above all, you understand that successful workplace operations depend on strong leadership, engaged teams, clear accountability, and a consistent focus on the client. If you are a strategic, hands‑on operations leader with strong Office Services experience and the ability to lead a broad workplace services portfolio, Opensity Solutions would love to hear from you.

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The Compensation range for this role is up to $160,000 annually and may be eligible for an annual bonus. Actual compensation within that range will be dependent upon the individual’s location, skills, experience and qualifications.

Opensity is committed to fostering an inclusive, equitable, and accessible workplace. We believe diverse perspectives strengthen our teams and the work we do for our clients. Opensity provides equal employment opportunities to all applicants and employees and does not discriminate on the basis of race, colour, religion or creed, sex, sexual orientation, gender identity or expression, age, national or ethnic origin, ancestry, citizenship, disability, family status, marital status, source of income, record of offences, or any other characteristic protected under applicable federal or provincial human rights legislation. We are committed to fair and barrier free recruitment, selection, and employment practices, and to providing reasonable accommodation throughout the hiring process and employment lifecycle, in accordance with applicable human rights legislation. Candidates who require accommodation during any stage of the recruitment process are encouraged to advise our Talent team so appropriate support can be provided.

Respect

We believe in treating everyone with dignity, kindness, and empathy. We foster an inclusive culture where diverse perspectives are valued, and mutual respect is the cornerstone of our interactions.

Accountability

We take ownership of our actions and decisions, acknowledging their impact on our team, the organization, and our clients. We strive for transparency and follow through on our commitments, fostering trust and reliability within our community.

Collaboration

We understand that working together yields the best results and that our parts are better together. We actively promote teamwork, open communication, and the sharing of ideas. By embracing diverse talents and perspectives, we create a supportive and innovative environment that encourages collective growth and empowerment.

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