Director of Business & People Operations

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director of Business & People Operations based in the United States.

This is a senior, hands-on operations leadership role responsible for building the infrastructure that enables a fast-growing professional services organization to scale efficiently.

• Own team utilization, capacity planning, and billability, maintaining accurate resource models, forecasting staffing requirements, identifying capacity risks, and automating recurring reporting.
• Build and manage the workforce planning model covering headcount strategy, hiring schedules, progression paths, compensation bands, and team economics.
• Own the operational inputs into financial planning, including service-line margins, staffing costs, time-tracking accuracy, and project profitability.
• Develop systems that identify margin anomalies and scope creep early while accelerating the reporting cycle and improving financial visibility.
• Design and own the delivery operating system, including SOPs, handoffs, onboarding, quality controls, project visibility, and repeatable workflows.
• Own people operations across onboarding, ramp programs, performance management, compensation strategy, multi-country employment logistics, organizational structure, and supporting systems.
• Partner with recruiting leadership to strengthen employee onboarding, retention, and workforce programs.
• Govern the organization’s technology and vendor ecosystem, including time tracking, project management, CRM, AI tools, file storage, integrations, and other operational platforms.
• Establish and manage operating rhythms, including weekly reviews, monthly check-ins, quarterly planning, and annual planning.
• Lead the roadmap for AI and automation across operations, identifying manual bottlenecks, evaluating build-versus-buy decisions, deploying solutions, and measuring adoption and impact.
• Manage and develop the operations team, setting priorities, coaching team members, establishing expectations, and building capability.
• Diagnose operational inefficiencies and translate findings into clear priorities, scalable systems, documented processes, and measurable improvements.
• Build an initial assessment and roadmap for the function, followed by improvements to utilization reporting, operating cadence, workforce planning, and AI-enabled workflows.
• Partner closely with senior leaders across finance, growth, customer, and client success.

• 5–8 years of operations experience, including at least 3 years in an agency, consulting, professional services, or comparable services environment.
• Demonstrated experience directly managing people.
• Proven ownership of utilization and gross-margin reporting within a services organization.
• Demonstrated experience implementing AI-powered workflows or automation that have moved beyond experimentation and remain actively used.
• Strong systems-thinking capabilities.
• Experience building workforce planning models and using data to guide hiring, compensation, organizational design, promotion, or restructuring decisions.
• Strong analytical and operational judgment.
• Excellent written and verbal communication skills.
• Comfortable operating in ambiguity and building structure without relying on an established playbook.
• Highly detail-oriented, organized, and meticulous.
• Strong interpersonal skills, collaborative instincts, and a low-ego approach.
• Experience with operational technology, workflow automation, AI tools, and business systems is strongly valued.
• Ability to work remotely while maintaining at least 3 hours of overlapping working time with U.S. Eastern Time.

• 100% remote flexibility, with the role based in the United States and required overlap with U.S. Eastern Time.
• Health insurance, with 90% of medical, dental, and vision premiums covered for U.S. employees.
• 401(k) with employer match: 100% match on contributions.