Director of Pennsylvania Operations

Kofile Inc.•Philadelphia, PA

10d•Onsite

About The Position

Kofile is seeking a Director of Operations to lead its operations in the Philadelphia, PA area. This role is a key member of the Operations Leadership Team, responsible for overseeing operational teams that deliver both Digital and Preservation services. The Director will manage all aspects of operational delivery, including productivity, deadlines, quality, capacity planning, partner coordination, continuous improvement, and financial results. This is a high-impact leadership role with significant visibility across the organization and with external stakeholders. The position involves managing approximately 150 employees, ensuring customer requirements are met, and aligning operational performance with revenue and gross margin expectations. The role offers the opportunity to shape Kofile's growing operational platform, influence the scaling of Digital Services, and build a strong foundation for career advancement. Digital Services encompass scanning and digitization of various media, data capture, indexing, and validation. Preservation Services focus on protecting original historical and contemporary documents from degradation. The role requires strong operational leadership, financial acumen, business presence, communication skills, and the ability to navigate ambiguity and competing priorities. The Director will develop and execute a multi-year operational strategy to support corporate goals, improve scalability, enhance quality and delivery performance, and remove execution roadblocks.

Requirements

Bachelor’s degree in Business, Operations, Technology, Industrial Engineering, or a related field.
10+ years of management or leadership experience in operational delivery environments.
5+ 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 Operations to deliver customer projects on time, at required quality levels, and in alignment with financial commitments.
Establish, maintain, and continuously improve capacity planning processes that support timely delivery, speed to revenue, operational efficiency, and achievement of revenue and gross margin goals.
Identify, track, and manage operational KPIs across Preservation and Digital Services, including delivery, quality, throughput, productivity, customer satisfaction, SLA adherence, and unit cost performance.
Proactively identify and communicate dependencies from customers, partners, and other internal teams that may impact successful service delivery.
Design, implement, and continuously improve the Digital Operations quality management program to ensure customer requirements, accuracy standards, delivery commitments, and financial goals are consistently met.
Apply continuous improvement methods to analyze quality data, identify trends, address human and system-related defects, and implement corrective actions.
Continuously improve processes and tools based on performance trends, lessons learned, customer feedback, quality findings, and evolving business needs.
Manage domestic and international partner relationships to ensure 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, justify, and advocate for investments in talent, technology, process improvements, and partner capabilities that support growth and operational performance.
Lead, coach, and develop a large operational organization of approximately 150 employees, promoting accountability, role clarity, continuous improvement, and an appropriate sense of urgency in meeting customer and financial goals while developing future leaders for growth opportunities within Kofile.
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, evaluate facts and tradeoffs, and make or recommend 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 in target markets.
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.