ASSOCIATE DIRECTOR OF OPERATIONS

The Associate Director of Operations plays a critical role in supporting the Director of Operations in executing strategic plans, managing teams, and ensuring the efficient and effective daily operation of the organization. This individual will lead cross-functional efforts to enhance performance, foster a positive workplace culture, improve client satisfaction, and ensure operational excellence. A hands-on, solutions-oriented approach and the ability to lead with both empathy and efficiency are essential for success in this role.

Leadership & Management

• Support the Director of Operations to design, implement, and evaluate strategic initiatives aligned with organizational goals.
• Mentor and develop team members through coaching, training, and goal-setting to support career progression and improve overall team capabilities.
• Translate high-level business objectives into actionable plans, ensuring alignment between strategic goals and day-to-day activities.
• Cultivate a high-performance culture rooted in collaboration, transparency, and continuous improvement.

On-Site Presence & Employee Relations

• Maintain an active presence across operational areas to monitor workflow, provide guidance, and address real-time challenges.
• Act as a liaison between staff and senior leadership to address concerns, manage conflict resolution, and foster open communication.

• Champion employee engagement by promoting a culture of inclusivity, respect, and recognition.

• Oversee employee performance through regular evaluations, constructive feedback, and performance improvement plans where necessary.

• Ensure staffing levels and shift coverage align with business needs and operational goals.

Client Satisfaction & Service Quality

• Ensure exceptional service delivery by monitoring service standards and proactively addressing client issues and feedback.
• Build and maintain strong relationships with key clients, understanding their expectations and ensuring those expectations are met or exceeded.

• Identify opportunities to enhance client experiences through process enhancements, training, and innovation.

• Regularly assess client satisfaction metrics and collaborate with teams to implement corrective actions and drive improvement.

Operational Efficiency & Problem Solving

• Evaluate and improve operational processes to increase efficiency, reduce costs, and enhance overall service quality.
• Monitor adherence to internal policies, procedures, and regulatory compliance, and take corrective actions as needed.

• Utilize data analytics and KPIs to identify trends, measure success, and inform operational decision-making.

• Serve as a problem solver for day-to-day operational challenges, ensuring timely and effective resolution of issues.

Qualifications & Requirements:

• Bachelor's degree in Business Administration, Operations Management, or a related field (or equivalent work experience)
• Minimum of 5 years of experience in an operations leadership role, preferably in a fast-paced, service-oriented environment.

• Strong leadership, team-building, and interpersonal skills.

• Excellent analytical and problem-solving abilities.

• Proven ability to manage multiple priorities while maintaining a high level of attention to detail.

• Proficiency in using operational software, performance metrics, and reporting tools.

• Commitment to fostering a diverse and inclusive workplace.