Strategic Director, Professional Services & Operations

Theiagen Genomics; Northern (KY); Hybrid; USD 150,000 - 170,000; Full time

Benefits offered by this job

Competitive Compensation

Paid Time Off

Job summary

Theiagen Genomics is seeking a Director of Professional Services & Operations to lead the day-to-day operations and cross-functional delivery of client engagements. This senior role partners with executive leadership to translate strategy into actionable plans and scalable processes across the organization.

You will oversee workforce planning, resource management, and governance to ensure consistent delivery of high-quality services and scientific excellence, while driving performance and

Qualifications

• Bachelor’s degree in Business Administration, Operations Management, or related field.
• 7–10+ years of experience in operations, program management, or related roles in a services organization.
• 3–5+ years of leadership experience managing teams and cross-functional initiatives.
• Proven ability to design and implement operational processes and systems to scale.
• Strong analytical, organizational, and problem-solving skills.
• Experience operating a scientific, technical, engineering, consulting, or professional services organization.
• Ability to work with highly specialized scientific and technical employees.
• Comfort operating in an environment where discovery is inherent.
• Strong communication, problem solving, and change-management skills.
• Experience managing cross-functional initiatives.

Responsibilities

• Lead, mentor, and develop a high-performing Operations team, fostering a culture of accountability, collaboration, continuous improvement, and client service excellence.
• Partner with leadership to drive workforce planning, talent acquisition, onboarding, succession planning, and employee development, building a scalable and resilient organization.
• Establish clear performance expectations and promote effective resource planning, coaching, and career development to strengthen team capabilities and deliver exceptional client outcomes.
• Lead the successful delivery of client engagements by ensuring projects are executed efficiently, consistently, and in alignment with client expectations and organizational objectives.
• Establish and optimize project delivery frameworks that support effective planning, resource management, quality, and successful project execution from contract handoff through completion.
• Monitor project performance, mitigate delivery risks, and drive continuous improvement through standardized best practices, process optimization, and lessons learned to enhance client satisfaction and operational excellence.
• Lead strategic workforce and capacity planning to align resources with current and future client demand while supporting operational excellence.
• Optimize resource allocation and staffing strategies by balancing expertise, utilization, professional development, and organizational priorities.
• Partner with leadership to forecast resource needs, identify capacity risks, and develop scalable staffing solutions, including hiring, contractors, and strategic partnerships.
• Strengthen organizational resilience through knowledge sharing, cross-training, and workforce planning that supports sustainable growth.
• Champion an exceptional client experience by establishing consistent communication, project governance, and engagement practices throughout the client lifecycle.
• Partner with project teams and account leaders to proactively manage delivery risks, resolve complex client issues, and ensure successful project outcomes.
• Build and strengthen long‑term client relationships by identifying evolving needs, coordinating delivery across engagements, and supporting opportunities for continued growth.
• Monitor client satisfaction and project outcomes to drive continuous improvement, ensure successful project closeout, and strengthen long‑term partnerships.
• Lead continuous improvement initiatives that enhance operational efficiency, scalability, and service delivery across the organization.
• Develop and optimize business processes, systems, and governance to improve collaboration, consistency, and operational performance while supporting the flexibility required for scientific work.
• Drive the adoption of technology, automation, and operational best practices that improve efficiency, reduce risk, and enhance the client and employee experience.
• Foster a culture of continuous improvement by measuring process effectiveness and empowering teams to identify and implement innovative operational solutions.

Skills

Leadership

Operations management

Program management

Strategic planning

Stakeholder communication

Team leadership

Problem solving

Cross-functional collaboration

Change management

Client relationship management

Education

Bachelor's degree in Business Administration or related field

Master's degree preferred

Tools

Lean

Six Sigma

EOS

Job description

Theiagen Genomics is seeking a Director of Professional Services & Operations to lead the day-to-day operations and cross-functional delivery of client engagements. This senior role partners with executive leadership to translate strategy into actionable plans and scalable processes across the organization.

You will oversee workforce planning, resource management, and governance to ensure consistent delivery of high-quality services and scientific excellence, while driving performance and