Director, Service Operations

Encore Technologies; Cincinnati (OH); On-site; USD 120,000 - 160,000; Full time

Job summary

Encore Technologies seeks a Director of Service Operations to oversee the operational backbone of our Client Experience. You will ensure seamless transition from sales to delivery, maintain delivery records, and align processes with financial systems.

Join a team that drives efficiency, data accuracy, and strong cross‑functional coordination across delivery, finance, and client-facing groups. This role requires leadership, strategic process improvement, and a focus on operational readiness.

Qualifications

• Bachelor’s degree or equivalent experience.
• Proven leadership in operations, service administration, or business operations.
• Strong governance, process management, and service delivery workflows.
• Experience partnering with sales, delivery, and finance functions.
• Excellent communication and organizational skills.
• Experience leading cross-functional teams.

Responsibilities

• Lead and develop the Service Operations team and set standards, workflows, and performance expectations.
• Oversee transitions from sales to delivery and ensure accurate delivery records, projects, and workflows.
• Maintain governance over service records, project administration, workflows, and business process execution.
• Coordinate operational support for project teams, Client Success, and service delivery organizations.
• Support resource visibility and coordination through processes and readiness reviews.
• Oversee subcontractor onboarding and administrative coordination.
• Liaise with finance on operational delivery data, revenue recognition, and invoicing readiness.
• Establish SOPs, governance routines, process documentation, and controls.
• Identify bottlenecks and implement corrective actions to improve efficiency and accuracy.
• Drive adoption of consistent processes and continuous improvement initiatives.
• Other duties as assigned.

Skills

Leadership

Operations management

Governance

Cross-functional collaboration

Communication

Process improvement

Education

Bachelor’s degree or equivalent experience

Job description

Position Summary

The Director of Service Operations leads the operational functions that support the successful initiation, coordination, administration, and financial alignment of service delivery activities across Encore’s service organization.

This role serves as the operational backbone of Client Experience by ensuring work is properly transitioned into delivery, delivery records are maintained accurately, operational processes are documented and followed, delivery data supports financial processes, and teams have the coordination and administrative support necessary to execute effectively.

The Director of Service Operations works closely with Client Success, the PMO, service delivery teams, finance, sales, and presales to ensure operational readiness, process consistency, and efficient execution.

Responsibilities

• Lead and develop the Service Operations team and establish operational standards, workflows, and performance expectations.
• Oversee sales-to-delivery transitions and ensure opportunities are converted into accurate delivery records, projects, and operational workflows.
• Maintain governance and oversight of service records, project administration activities, operational workflows, and business process execution.
• Coordinate operational support activities that enable project teams, Client Success teams, and service delivery organizations.
• Support resource visibility and coordination through operational processes, planning activities, and delivery readiness reviews.
• Oversee subcontractor onboarding, operational engagement processes, and administrative coordination activities.
• Serve as the primary liaison between delivery organizations and finance regarding operational delivery data, revenue recognition inputs, invoice readiness, and service-based revenue support information.
• Establish and maintain standard operating procedures, governance routines, process documentation, and operational controls.
• Identify operational bottlenecks, workflow challenges, handoff issues, and process inefficiencies and implement corrective actions.
• Drive accountability for operational process adoption, consistency, and execution.
• Support continuous operational improvement initiatives that improve efficiency, visibility, accuracy, and coordination.
• Other duties as assigned.

Qualifications

• Bachelor’s degree or equivalent experience.
• Proven leadership experience in operations, service administration, service delivery operations, or business operations.
• Strong understanding of operational governance, business process management, and service delivery workflows.
• Experience working closely with sales, delivery, finance, and client-facing organizations.
• Strong process improvement, organizational, and communication skills.
• Experience managing operational teams and coordinating cross-functional business activities.

Success Measures

• Consistent and accurate sales-to-delivery transitions.
• Improved operational efficiency and process adoption.
• Increased data quality and delivery record accuracy.
• Improved financial readiness and operational support for billing processes.
• Reduced operational friction between teams.
• Well-documented and consistently executed operational workflows.
• Strong service coordination and delivery support performance.

Physical Requirements

• Prolonged periods sitting at a desk and working on a computer.
• Occasional walking between facilities.
• Occasional lifting, pushing, pulling up to 15 lbs.
• Travel 10% – 20%