Director of Operations

Pearl Interactive Network LLC

2d•Remote

About The Position

The Director of Operations is responsible for leading a team of Program Managers and Operations Managers supporting all contracts while working directly with partner managers and internal Pearl department heads.

Requirements

Bachelor’s degree in Business, Finance, or related field, or equivalent executive-level experience.
7+ years of progressive operations leadership experience, preferably within contact center environments, including direct client relationship management.
Strong financial and analytical acumen, with demonstrated ability to interpret data, forecast budgets, manage P&L performance, and translate insights into measurable performance improvement.
Proven operational leadership capability, including driving continuous process improvement, solving complex problems, improving productivity, and executing performance strategies at scale.
Advanced proficiency in Excel and Microsoft Office, with working knowledge of contact center technologies and performance management systems.
Exceptional leadership, communication, and negotiation skills, with experience managing both onsite and remote teams and influencing stakeholders internally and externally.
Ability to travel up to 30%.

Responsibilities

Oversees programs by partnering directly with clients and operations teams to drive delivery, performance metrics, and budget management from implementation through ongoing delivery.
Manages teams of Program Managers and Operations Managers, including overseeing the monthly program reviews.
Collaborate with executive-level management in the development of performance goals and long-term operational plans.
Financial and KPI rigor. The Director of Operations must be margin focused and execution driven, with a strong command of portfolio level financials, forecasting accuracy, utilization, delivery health, and variance management. This includes building and running a disciplined operating cadence that proactively manages risk and protects margin.
Strategic alignment and translation. The Director of Operations must deeply understand Pearl’s corporate values and vision for sustainable growth, and be able to translate that into measurable priorities, decision frameworks, and operational tradeoffs without requiring weekly direction.
Systems builder with proactive roadmap leadership. The Director of Operations must institutionalize process, governance, and accountability across delivery and technology efforts. This includes driving a structured tech roadmap, improving execution throughput, and reducing reactive fire drills.
Account expansion discipline. Growth must come not only from new wins but from structured land-and-expand efforts within existing accounts. This leader should operationalize expansion plans tied to delivery excellence, realistic targets, and strong coordination with Business Development and teaming partners.
Maximize efficiency and productivity through extensive process analysis and interdepartmental collaboration.
Set and execute the operational strategy to drive efficiency, productivity, margin performance, and enterprise-wide contract growth.
Lead portfolio performance management, with full accountability for financial oversight, budgeting, forecasting, invoicing, cost control, and metric attainment across all programs.
Build and optimize scalable operating systems that provide clear visibility into goals, performance, and risk while continuously improving processes to maximize output and minimize cost.
Oversee end-to-end contract execution, including implementation planning, staffing, policy governance, cross-functional coordination, and adherence to SOW requirements.
Serve as executive client partner, strengthening relationships, ensuring delivery excellence, and identifying opportunities to expand services.
Develop and lead high-performing teams, driving hiring, performance management, accountability, and a culture of integrity, inclusion, and operational discipline.