Full-Time Director of Operations

The Director of Operational Excellence is a strategic leader responsible for driving measurable improvements in operational performance. This role partners with executive leadership to set and execute a vision for operational excellence, leveraging data-driven insights and robust metrics to optimize processes, maximize efficiency, and deliver superior business outcomes.

The Director will champion a culture of continuous improvement, ensuring that operational metrics are at the heart of decision-making and portfolio management.

Duties and Responsibilities:

• Drives operational efficiency through effective capacity planning and best practice recruiting.
• Support the yearly vision by building scalable and sustainable operating models that enable sales growth.
• Maximize operational efficiency through analysis informed strategy to drive profitability and unlock value for re-investment and pricing strategy.
• Lead our teams through creating an operations environment that supports and enables high performance by increasing service efficiency and client satisfaction.
• Partners with S/VP to drive multiple projects simultaneously and act as a true consultant to our partners, both internal and external from idea through implementation and into business as usual.
• Communication of progress, risks, expectations, timelines, milestones and other key project metrics to Service Delivery leaders and team members.
• Leads Operations Managers to deliver successful outcomes on client team-based projects.
• Establish, monitor, and continuously improve key operational metrics at the account, team, and portfolio levels.
• Develop and implement a reporting cadence for operational metrics, including weekly, monthly, and quarterly dashboards that highlight performance trends, top and bottom performers, and opportunities for improvement.
• Drive accountability for operational outcomes by ensuring Operations Managers own account-level efficiency, Directors oversee portfolio-level performance, and the VP monitors roll-ups and strategic alignment.
• Guide strategic solution conversations by weighing financial, business, market, and cultural factors to form recommendations and lead healthy discussions among all internal stakeholders.
• Responsible for enhancing the stakeholder experience by driving & hardwiring Cielo best practices & optimization of accounts to ensure a consistent experience.
• Analyze and troubleshoot operational issues for processes and develop action plans to remedy.
• Actively and regularly reviews operational metrics and performance against targets; identifies and maximizes opportunity to drive maximum efficiency and leverages productivity of the account to best effect.
• Drives best practice sharing and adoption of operational excellence.
• Act as escalation point for the business to ensure internal and external client satisfaction.
• Partner with solution design to design, craft, and price recruitment solutions.
• Supports client discovery efforts and champion Cielo’s custom solution design upon client engagement.
• As part of the Cielo Leadership Team, shares and contributes best practice, thought leadership, and leverages expertise from across Cielo to contribute to the achievement and evolution of company-wide goal.
• Other duties as assigned.

Experience:

Minimum of ten years of experience in talent solutions or project management required.

Exposure:

• Analytical and problem-solving skills with lens to Return on Investment (ROI).
• Ability to establish trends/opportunities, determine variability and business impact and develop recommendations/alternatives by applying structured analysis of various types of data.
• Experience with action planning and execution of action planning: measure effectiveness of models and process, tailor updates/amendments based on portfolio/client needs.
• Ability to plan and manage multiple initiatives simultaneously, formulate and execute individualized plans for client success concurrently.
• Concentrated understanding of continuous process improvement methodology and has implemented process improvement initiatives in the past.
• Experience using recruitment technologies such as Applicant Tracking Systems (ATS) and social media tools.
• Experience leading global teams across multiple regions is preferred
• Proficiency with Microsoft Suite (Excel, Word, PowerPoint, Outlook, Visio).

Education:

Bachelor’s degree required

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