Job Details

Job Title: Director of Operations

Location: Richmond, VA

Position Summary

This leadership role is responsible for overseeing administrative operations, workflow coordination, and internal support functions to ensure efficient and consistent operations aligned with strategic objectives.

The role oversees administration functions and supports execution of client service operations across multiple service lines, including coordination of processing activities, operational support, workflow management, and administrative deliverables. It also provides leadership in operational systems, process improvement, technology adoption, and efficiency initiatives.

This individual partners closely with senior leadership, HR, service line leaders, and technology teams to improve operational effectiveness, support scalability, and enhance overall employee and client experience.

Key Responsibilities

Operational Leadership

• Oversee day-to-day administrative operations across multiple service lines
• Establish and maintain standardized workflows, timelines, and best practices
• Monitor project status and resolve bottlenecks or delays
• Lead execution planning and post-cycle reviews
• Ensure consistency across teams and stakeholders

Capacity & Resource Planning

• Develop and maintain capacity models across roles and service lines
• Align staffing with workload forecasts
• Identify resource gaps and coordinate with HR on hiring needs
• Optimize staffing structure and resource allocation
• Reallocate resources to meet deadlines and priorities

Financial Management & Profitability

• Provide leadership with reporting on utilization, realization, margins, and profitability
• Maintain operational dashboards for leadership reporting
• Analyze service line and client profitability
• Support pricing strategy and financial planning
• Assist in budgeting and forecasting processes

Process Improvement & Scalability

• Identify inefficiencies and implement process improvements
• Drive adoption of technology and automation tools
• Reduce cycle times and rework through standardization
• Build scalable operational systems

Technology & Systems Leadership

• Stay current with industry trends and operational technologies
• Own and manage practice/workflow management systems
• Evaluate and implement systems to improve efficiency
• Ensure integration across core platforms (workflow, billing, CRM, etc.)
• Drive technology adoption and automation initiatives
• Partner with IT resources for system support and infrastructure

Performance Metrics & Accountability

• Provide regular operational performance reporting
• Track and monitor key operational and financial metrics
• Promote data-driven decision-making across teams

Cross-Functional Leadership

• Partner with HR on workforce planning and staffing strategy
• Collaborate with business development on pricing and service mix
• Support strategic planning and leadership initiatives

Marketing & Communication Support

• Support internal communication and coordination activities
• Assist with branding consistency and internal messaging
• Coordinate internal announcements and presentations
• Support engagement and community-related initiatives as needed

Requirements

• Bachelor's degree in Accounting, Finance, Business, or related field (CPA or MBA preferred)
• Experience in operations or practice management in a multi-partner professional services environment
• Strong experience in operations, finance, or leadership roles
• Understanding of utilization, realization, workflow management, and profitability metrics
• Experience with practice management and workflow systems
• Ability to influence stakeholders without direct authority