Operations Director - Client Delivery & Growth Strategist

Broadway National Group; Hauppauge (NY); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Medical, Dental, and Vision

Company-paid life insurance

401(k) with company match

Paid vacation, sick/personal time, and

Floating holidays

Paid holidays

Job summary

Broadway National seeks a Director of Operations to lead a team of 10–30 employees and ensure top-tier service delivery for high-profile clients. You will work across operations and finance to forecast demand, manage gross profit, and optimize staffing and processes.

The role demands strong leadership, exceptional communication, and the ability to coach teams in a fast-paced environment. National retail and facility maintenance experience is highly valued, with opportunities for growth within

Qualifications

• Bachelor’s degree preferred.
• 7+ years of experience in service operations with progressive leadership responsibility.
• Experience managing both frontline employees and management-level staff.
• Strong understanding of operational and financial performance, including gross profit, forecasting, volume trends, and account performance.
• Strong leadership skills with the ability to coach, motivate, develop, and hold teams accountable.
• Excellent client relationship and customer service skills.
• Strong problem-solving and decision‑making abilities.
• Excellent verbal and written communication skills.
• Ability to manage multiple priorities in a fast‑paced, high‑volume environment.
• Proactive, organized, and detail‑oriented.
• National retail and/or facility maintenance experience strongly preferred.
• Experience working with and managing subcontractors preferred.

Responsibilities

• Oversee and lead Operations management and frontline staff, with responsibility for approximately 10–30 employees
• Maintain a strong understanding of client expectations, contractual requirements, and service delivery standards
• Partner with Operations Managers to develop strategies that exceed client expectations and improve overall account performance
• Serve as the primary escalation point and senior Operations contact for client leadership
• Partner with Sales and Account Executives on client presentations, business reviews, RFPs, and growth opportunities
• Monitor gross profit, account performance, and volume trends, identifying areas of concern and implementing corrective action plans
• Develop account forecasts, projections, and operational plans in partnership with Finance and Operations leadership
• Lead and resolve high-level client, vendor, and operational escalations
• Make staffing and organizational decisions based on business needs, including team structure, employee development, performance management, and terminations
• Identify SLA performance gaps, determine root causes, and implement solutions to improve service delivery
• Develop and improve operational policies, procedures, and processes to support company growth, efficiency, and client satisfaction
• Maintain accountability across Operations teams for performance, service levels, productivity, and overall execution
• Remain prepared to report on account performance, financials, staffing, and operational challenges during leadership meetings
• Travel as needed for client meetings and operational needs
• Participate in interviewing and selection of Operations employees as needed

Skills

Leadership

Client relations

Verbal communication

Written communication

Problem solving

Decision making

Staff management

Financial acumen

Forecasting

Multi-tasking

Organization

Subcontractor management

Education

Bachelor’s degree preferred

Job description

Broadway National seeks a Director of Operations to lead a team of 10–30 employees and ensure top-tier service delivery for high-profile clients. You will work across operations and finance to forecast demand, manage gross profit, and optimize staffing and processes.

The role demands strong leadership, exceptional communication, and the ability to coach teams in a fast-paced environment. National retail and facility maintenance experience is highly valued, with opportunities for growth within