Director, Solutions & Success Operations

Job Title: Director, Solutions & Success Operations
Location: Georgia (Remote- Work from Home)
Department: Solutions & Success Operations
Reports to: Vice President of Operations
Job Type: Full-time

Job Overview

The Director of Solutions & Success Operations is responsible for optimizing operational functions that support the organization’s success, with a strong focus on creating seamless and efficient experiences for both employees and clients. Additionally, the Director will play a key role in managing the client onboarding process, ensuring a seamless transition from sales to operations. The Director will focus on operational efficiency and alignment with the organization’s strategic goals.

Key Responsibilities

Include but are not limited to:

Leadership and Team Management:

• Lead and develop teams responsible for technology solutions administration, employee and client engagement and experience, and operational functions.
• Establish clear performance expectations, foster a culture of collaboration and continuous improvement, and ensure teams work cohesively to meet organizational goals.
• Provide coaching, training, and career development opportunities to team members.

Operations Management:

• Oversee the daily operations of technology solutions, ensuring systems are fully functional, scalable, and meet organizational needs.
• Manage the operational efficiency of employee and client engagement and experience, ensuring compliance and timely delivery.
• Supervise initiatives aimed at enhancing employee and client engagement, ensuring alignment with overall business objectives.
• Ensure smooth execution of cross-departmental initiatives, optimizing processes for internal and client-facing functions.

Client Onboarding:

• Manage the transition from the sales process to operations, ensuring a seamless onboarding experience for new clients.
• Work closely with sales, technology, and operational teams to ensure client expectations are met and all necessary tools, resources, and services are in place.
• Oversee the client onboarding process, ensuring timely delivery and high levels of client satisfaction.

Employee and Client Engagement and Experience:

• Develop and implement initiatives that enhance both employee and client engagement, satisfaction, and overall experience.
• Foster a positive workplace culture that promotes employee well-being and satisfaction while ensuring client-facing engagements are optimized for long-term client relationships.
• Lead efforts to maintain strong employee and client relationships through strategic initiatives, improving both talent retention and client satisfaction.
• Ensure that both employee and client-facing engagements are aligned with the organization’s values and objectives.

Technology Solutions Administration:

• Oversee all technology solutions, ensuring they are properly implemented, maintained, and optimized to meet business and operational needs.
• Lead the administration of software and systems across various departments, working with external vendors to ensure service reliability, scalability, and support.
• Drive technological improvements and innovations to streamline operations, enhance data management, and support business goals.
• Manage relationships with technology vendors, ensuring service level agreements (SLAs) are met and operational challenges are addressed.

Vendor and Partner Management:

• Manage relationships with technology and HR/payroll vendors, ensuring the delivery of high-quality services.
• Oversee the management of contracts, performance, and service delivery against agreed-upon SLAs.
• Address and resolve vendor-related issues quickly and effectively, minimizing disruptions to business operations.

Strategic Planning and Execution:

• Develop and implement strategies for optimizing technology infrastructure, employee and client engagement and experience, and the client onboarding process.
• Regularly assess operations, identify performance gaps, and implement initiatives for continuous improvement.
• Lead and support projects such as system upgrades, process improvements, and new client onboarding initiatives to drive operational efficiency.

Compliance and Best Practices:

• Ensure that technology systems, employee and client engagement and experience, payroll, and benefits administration comply with company policies, industry standards, and regulatory requirements.
• Stay current on trends in technology, HR regulations, and payroll management to maintain competitive edge and compliance.
• Support audits and assessments related to technology solutions, employee and client engagement and experience, and engagement initiatives to ensure best practices are followed.

Reporting and Metrics:

• Provide regular performance reports to senior leadership on technology systems, employee and client engagement and experience, client onboarding, and operational processes.
• Utilize data-driven insights to monitor and evaluate the success of employee and client engagement strategies, onboarding, and operational efficiency.

Other Duties

• Special projects as assigned by Vice President, Operations and/or Chief Executive Officer.

Qualifications

Education & Experience:

• Bachelor’s degree in Business, or related field
• 8+ years of experience in operations, or similar disciplines, ideally within an association or property management context, with 3+ years in a leadership or director-level role
• Experience in debt collections, technology administration, property management and/or project management is highly preferred.

Skills & Competencies:

• Leadership and Team Development
• Technology Solutions Administration
• Employee and Client Engagement and Experience
• Client Onboarding and Transition Management
• Process Optimization and Operational Efficiency
• Strategic Planning and Execution
• Vendor and Stakeholder Management
• Cross-functional Collaboration
• Compliance and Regulatory Knowledge
• Data-Driven Decision Making

Working Conditions:

• Location: Georgia (Remote – Work from home)
• Occasional travel may be required, depending on job demands.
• Virtual collaborative, team-oriented environment

Physical Requirements:

• Physical demands include the ability to lift up to 30 lbs.
• The employee is required to work at a computer for extended periods of time as well as talking on the phone for extended periods of time.
• Ability to work extended/flexible hours and weekends based on project requirements.
• Ability to respond to emergencies on a timely manner.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.