JOB SUMMARY
As the Director, Client Operations, you will be responsible for overseeing operational processes, improving service delivery, and driving efficiency across client-facing teams. This role partners with firm leadership to align operational strategies with business objectives, enhance the client experience, and support growth and profitability. The Director identifies opportunities to improve workflows, strengthen performance metrics, and implement scalable processes that promote consistency, accountability, and operational excellence.
JOB DESCRIPTION
Essential functions
· Oversee client operations and service delivery processes to ensure efficiency, quality, and a consistent client experience.
· Partner with firm leadership and service line teams to develop and implement operational strategies aligned with business goals.
· Monitor operational performance, financial metrics, resource utilization, and key performance indicators to identify trends and improvement opportunities.
· Develop and implement standardized processes, procedures, and controls to improve productivity and operational consistency.
· Identify opportunities to streamline workflows, reduce inefficiencies, and enhance service delivery through process improvements and technology.
· Collaborate with engagement leaders to support capacity planning, resource allocation, workload management, and timely client deliverables.
· Establish and monitor performance metrics to evaluate operational effectiveness, service quality, and client satisfaction.
· Support budgeting, forecasting, and financial analysis related to client operations, including revenue, realization, utilization, and profitability, as applicable.
· Lead operational initiatives and cross-functional projects that support firm growth, scalability, and continuous improvement.
· Build strong relationships with internal stakeholders to address operational challenges, resolve issues, and implement effective solutions.
· Develop reporting and communication processes that provide leadership with visibility into operational performance and business results.
· Lead, coach, and develop team members, fostering accountability, collaboration, and a culture of continuous improvement.
Supervisory responsibilities
Will lead and supervise subordinate team members
Work environment
Work is conducted in a professional office environment with minimal distractions
Physical demands
Prolonged periods of sitting at a desk and performing work in front of a computer screen for long periods of time
Must be able to lift up to 15 pounds at a time
Travel required
Travel may be frequent and unpredictable, depending on client’s needs
Required education and experience
· Bachelor’s degree in business administration, operations management, or a related field; equivalent experience may be considered.
· Significant experience in operations management, client service delivery, or business operations, preferably within a professional services environment.
· Demonstrated experience leading operational initiatives, improving processes, and managing cross-functional relationships.
· Strong analytical skills with the ability to interpret operational and financial data and translate findings into actionable recommendations.
· Experience developing performance metrics, reporting tools, and operational processes.
· Excellent leadership, communication, project management, and problem-solving skills.
· Ability to manage competing priorities, influence stakeholders, and drive initiatives across multiple teams.
· Proficiency with Microsoft Office and business reporting tools.
Preferred education and experience
· Experience in accounting, consulting, advisory, or other professional services organizations.
· Knowledge of professional services metrics, including utilization, realization, engagement…