Director of Digital Operations

Kofile Inc.•Dallas, TX

1d•Onsite

About The Position

The Director of Digital Operations is a key member of Kofile’s Operations Leadership Team, responsible for leading digital production operations across delivery performance, quality, capacity planning, partner coordination, continuous improvement, and financial results. The role oversees approximately 150 employees and domestic and international partner relationships, ensuring customer requirements are understood, delivery commitments are met, and operational performance aligns with revenue and gross margin expectations. Digital Services include scanning and digitization of books, files, maps, paper records, and film-based media, as well as data capture, indexing, and human-in-the-loop validation. The Director serves as a subject matter expert in sales pursuits, customer and executive presentations, and customer escalations, helping ensure operational commitments are achievable, financially sound, and aligned with customer expectations. The Director develops and executes a multi-year operational strategy that supports corporate goals, improves scalability, strengthens quality and delivery performance, and removes execution roadblocks. The role requires operational leadership, financial acumen, strong communication and business presence, and the ability to lead through ambiguity, competing priorities, and complex internal and external demands. The position is based at Kofile’s Dallas, Texas location and requires occasional travel, estimated at less than 20%, to Kofile locations, customer and partner sites, and company meetings.

Requirements

Bachelor’s degree in Business, Operations, Technology, Industrial Engineering, or a related field.
10 or more years of management or leadership experience in operational delivery environments.
5 or more years of experience in BPO, scanning, indexing, digital production, records management, or a related services environment.
Demonstrated experience leading large operational teams and driving performance through KPIs, process discipline, and continuous improvement.
Strong financial acumen, including the ability to analyze income statements, production data, unit costs, productivity trends, and operational drivers of revenue and gross margin performance.
Ability to understand and communicate semi-technical requirements to customers, operational teams, sales teams, and technology stakeholders.
Strong understanding of operational workflows, capacity planning, quality management, and scalable service delivery models.
Excellent communication, presentation, executive presence, customer engagement, and consensus-building skills.
Ability to operate as a senior member of an operations leadership team, contribute to enterprise-level planning, and present effectively to executive audiences.

Nice To Haves

Experience managing international outsourcing or offshore partner engagements.
Experience supporting government, public records, document digitization, or regulated records-handling environments.
Experience using workflow platforms, production reporting, automation, OCR, AI-enabled processing, or analytics dashboards to improve operational performance.

Responsibilities

Lead Digital Operations to deliver customer projects on time, at required quality levels, and in alignment with financial commitments.
Establish and continuously improve capacity planning processes to support timely delivery, speed to revenue, operational efficiency, and revenue and gross margin goals.
Identify, track, and manage operational KPIs, including delivery, quality, throughput, productivity, customer satisfaction, SLA adherence, and unit cost performance.
Identify and communicate customer, partner, and internal-team dependencies that may affect service delivery.
Design, implement, and improve the Digital Operations quality management program to meet customer requirements, accuracy standards, delivery commitments, and financial goals.
Analyze quality data, identify trends and human- or system-related defects, and implement corrective actions using continuous improvement methods.
Improve processes and tools based on performance trends, lessons learned, customer feedback, quality findings, and changing business needs.
Manage domestic and international partner relationships to support performance, scalability, SLA adherence, quality, cost effectiveness, and market competitiveness.
Create and manage departmental budgets and forecasts, including revenue, gross margin, labor productivity, partner costs, and unit cost targets.
Identify and advocate for investments in talent, technology, process improvements, and partner capabilities.
Lead, coach, and develop an organization of approximately 150 employees, promoting accountability, role clarity, continuous improvement, urgency, and development of future leaders.
Build trusted relationships across Sales, Operations, Technology, executive leadership, customers, and partner organizations.
Represent Digital Operations in customer sales presentations, internal executive presentations, and customer escalations.
Serve as an escalation point for Sales and customer issues, evaluating facts and tradeoffs and making or recommending decisions that balance customer relationships, operational feasibility, and financial implications.
Partner with Technology teams to identify, prioritize, and implement capabilities that improve security, scalability, efficiency, quality, reporting, and competitiveness.
Use production reporting, operational analytics, workflow tools, automation opportunities, and emerging technologies to improve throughput, quality, visibility, and scalability.
Create and evolve an operating model that supports growth, agility, changing customer needs, competitive demands, and advances in technology.