Project Director
About The Position
Reporting to the Vice President, Delivery, the Project Director is accountable for the end-to-end delivery of contracted services for external clients, ensuring operational excellence, contractual compliance, and strong financial performance. This role serves as a strategic partner to clients, leads multi-site delivery teams, and drives continuous improvement across centralized operations. The Project Director owns client satisfaction, SLA performance, risk management, and margin attainment for their portfolio and has overall responsibility for all Centralized Operations, including coordination across all major functional areas.
Requirements
- Bachelor’s degree or equivalent experience
- 10+ years of progressive experience in service delivery, operations, or client management roles; ideal candidates will have state child support or government experience at the Director level
- Minimum of 2 years of project management experience within a comparable organization
- Demonstrated success leading large, multi-site organizations
- Strong experience managing client contracts, SLAs, financial performance, and escalations
- Proven ability to lead effectively through complexity, ambiguity, and regulated environments
- Proficiency with Microsoft 365 (Word, Excel, PowerPoint, Teams)
Nice To Haves
- 5+ years of project management experience in a comparable organization
- 5+ years of experience as a Project Director supporting Child Support SDU, Transaction Processing, Customer Support Services, Payment Processing, and/or Data Center Management
Responsibilities
- Lead delivery of contracted services to ensure full compliance with contractual obligations, SLAs, and performance metrics
- Serve as the primary escalation point for clients, maintaining trusted executive-level relationships
- Partner with clients to identify service improvements, operational efficiencies, and growth opportunities
- Drive operational profitability, cost discipline, and margin improvement across assigned programs
- Own delivery P&L inputs, including staffing models, productivity assumptions, and volume forecasting
- Ensure delivery operations meet internal governance, audit, and compliance standards
- Lead, develop, and coach Managers and cross-functional delivery teams
- Establish clear performance expectations, conduct talent reviews, and drive accountability at all leadership levels
- Build succession plans and strengthen leadership bench strength
- Maintain strong account governance, ensuring adherence to contractual, regulatory, and security requirements
- Identify delivery risks early and implement effective mitigation plans
- Partner with audit, compliance, and legal teams during client reviews and audits
- Support organic revenue growth through re-competes, add-ons, and scope expansions within defined thresholds
- Champion continuous improvement, automation, and transformation initiatives to enhance quality, speed, and cost efficiency
Benefits
- Health and Welfare Benefits
- Retirement Savings
- Employee Discounts
- Career Growth Opportunities
- Paid Training
- Paid time off
- Pay Transparency
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What This Job Offers
Job Type
Full-time
Career Level
Director
