Director of Operations

Job Title: Director of OperationsLocation: Richmond, VAPosition SummaryThis leadership role is responsible for overseeing administrative operations, workflow coordination, and internal support functions to ensure efficient and consistent operations aligned with strategic objectives.The role oversees administration functions and supports execution of client service operations across multiple service lines, including coordination of processing activities, operational support, workflow management, and administrative deliverables. It also provides leadership in operational systems, process improvement, technology adoption, and efficiency initiatives.This individual partners closely with senior leadership, HR, service line leaders, and technology teams to improve operational effectiveness, support scalability, and enhance overall employee and client experience.Key ResponsibilitiesOperational LeadershipOversee day-to-day administrative operations across multiple service linesEstablish and maintain standardized workflows, timelines, and best practicesMonitor project status and resolve bottlenecks or delaysLead execution planning and post-cycle reviewsEnsure consistency across teams and stakeholdersCapacity & Resource PlanningDevelop and maintain capacity models across roles and service linesAlign staffing with workload forecastsIdentify resource gaps and coordinate with HR on hiring needsOptimize staffing structure and resource allocationReallocate resources to meet deadlines and prioritiesFinancial Management & ProfitabilityProvide leadership with reporting on utilization, realization, margins, and profitabilityMaintain operational dashboards for leadership reportingAnalyze service line and client profitabilitySupport pricing strategy and financial planningAssist in budgeting and forecasting processesProcess Improvement & ScalabilityIdentify inefficiencies and implement process improvementsDrive adoption of technology and automation toolsReduce cycle times and rework through standardizationBuild scalable operational systemsTechnology & Systems LeadershipStay current with industry trends and operational technologiesOwn and manage practice/workflow management systemsEvaluate and implement systems to improve efficiencyEnsure integration across core platforms (workflow, billing, CRM, etc.)Drive technology adoption and automation initiativesPartner with IT resources for system support and infrastructurePerformance Metrics & AccountabilityProvide regular operational performance reportingTrack and monitor key operational and financial metricsPromote data-driven decision-making across teamsCross-Functional LeadershipPartner with HR on workforce planning and staffing strategyCollaborate with business development on pricing and service mixSupport strategic planning and leadership initiativesMarketing & Communication SupportSupport internal communication and coordination activitiesAssist with branding consistency and internal messagingCoordinate internal announcements and presentationsSupport engagement and community-related initiatives as neededRequirementsBachelor’s degree in Accounting, Finance, Business, or related field (CPA or MBA preferred)Experience in operations or practice management in a multi-partner professional services environmentStrong experience in operations, finance, or leadership rolesUnderstanding of utilization, realization, workflow management, and profitability metricsExperience with practice management and workflow systemsAbility to influence stakeholders without direct authority