Director of Business & People Operations

Omniscient

5d•$100,000 - $140,000•Remote

About The Position

Omniscient is seeking a Director of Business & People Operations to oversee the company's operating infrastructure. This includes managing utilization and capacity planning, workforce planning, operational inputs to margin, the delivery operating system, people operations, tool governance, and AI systems for automation. The company is a bootstrapped, profitable 30-person agency experiencing significant revenue growth and requires an experienced operator to build systems and manage the function as it scales. The role reports to the CEO, is part of the leadership team, and manages a Senior Recruiter and Business Operations Manager. A key aspect of the role involves leveraging AI and automation to streamline operations, with an expectation that the function will run on built systems rather than manual hours. The position requires the candidate to be based in US Eastern or Central Time.

Requirements

5 to 8 years of operations experience, with at least 3 years in agency, consulting, or professional services.
Experience managing people, including directly managing ops coordinators, analysts, or managers.
Experience owning utilization and gross margin reporting in a services business.
Proven experience shipping AI into an organization that has been adopted and remains in production.
Systems-minded approach to operations, with an instinct to document, automate, and delete before adding headcount.
Clear and concise communication skills, with the ability to translate messy operational realities into actionable memos.
Comfort with ambiguity and the ability to adapt to changing specifics as the business is learned.
Meticulous attention to detail.
Ability to work collaboratively and avoid being an "asshole".
Must be based in US Eastern or Central Time.

Nice To Haves

Experience in a bootstrapped, profitable agency environment.
Experience with AI-first workflows and systems.
Familiarity with Asana for client work visibility.

Responsibilities

Own team utilization, capacity planning, and billability, including maintaining the resource model, forecasting capacity, flagging staffing risks, and automating reporting.
Build and manage the workforce planning model, serving as the central resource for headcount strategy, hiring schedules, progression paths, pay bands, and team economics.
Own the operational inputs to financial conversations, including service line margin, staffing cost, time tracking accuracy, and project profitability, in partnership with the Financial Controller. Build tooling to surface margin anomalies and flag scope creep, and compress reporting cycles.
Design and own the delivery operating system, including SOPs, handoffs, onboarding, quality gates, and the Asana build for client work visibility. Document, own, and optimize repeatable processes, and scope AI workflows for automation.
Own people operations, including onboarding, ramp design, performance management, compensation strategy, multi-country logistics, org structure, and underlying systems. Build and manage employee onboarding and retention programs.
Own the tool stack and vendor ecosystem, including time tracking, project management, CRM, AI tools, file storage, and integrations. Decide on tool usage, consolidation, and elimination.
Manage operating cadence, leading weekly reviews, monthly check-ins, and driving quarterly and annual planning.
Drive AI and automation adoption across operations by identifying manual bottlenecks and deploying systems to eliminate them, owning the roadmap, prioritization, build-vs-buy decisions, and adoption tracking.

Benefits

Competitive salaries
Health insurance (90% of medical, dental, and vision premiums paid for US employees)
401k with employer match (100% match up to 3% of pay, then 50% match on the next 2% of pay)
Profit share program (quarterly, after 1 year of employment)
Unlimited vacation (minimum recommendation of 14 days per year)
Learning and development stipend ($2,000 after 1 year of employment)
Free books program (Kindle and 1 Kindle book per month)
Networking stipend ($50 per month)
100% remote flexibility
Annual team offsites