We are seeking a Director of Operations to support our growing team.

The Director, Operations will be responsible for overseeing the Operations, Quality, and Client Services departments. They will work to improve the efficiency and maintain the strength of each department, ensuring long-term success as the company scales.

Job Responsibilities:

Oversee the operations, quality, and client services departments; ensure the departments blend seamlessly within their respective functions and uphold a cohesive environment.
Foster an ethical culture in which each department can voice its observations candidly, promoting improvements and prioritizing our client’s needs.
Strategize and implement initiatives that align with the short-term and long-term goals of the company.
Create and maintain standard operating procedures (SOPs), recommending adjustments as necessary to ensure accuracy and efficiency are met.
Establish quantitative and qualitative KPIs to measure productivity, response times, and quality metrics in which each department’s efficiency and effectiveness can be evaluated.
Evaluate reports sent to clients, evaluating the account’s likelihood of success and satisfaction. Gives direction to the appropriate departments and recommends improvements.
Plans schedule based on new accounts, test accounts, and bandwidth. Understands the dynamic nature of client needs and business operations to pivot schedules proactively.
Strategically plans training schedules with assigned trainers to ensure team members are cross-trained on varying concepts and systems.
Ensures execution of new account process and understands the deliverables for each new client.
Understand the client’s needs, preferences, and pain points to ensure the highest level of reports are delivered consistently.
Ensures ad-hoc requests are managed effectively, keeping customer service, efficiency, and quality in mind.
Periodically performs stress tests to determine where improvements are needed. Performs root cause analysis and presents improvement strategies to executive management.
Perform daily audits of reports sent, tracking rate of quality, and provide feedback to the Manager for swift improvements.
Ensure compliant and nonconformance processes are maintained through records and tracking systems, including root cause and correction actions.
Hold a deep knowledge of our client portfolio; respond and react to their vast needs and pain points dynamically.
Work with vendors and clients on occasion to understand goals and troubleshoot issues.
Assess each department's bandwidth, determining hiring needs proactively and escalating to Human Resources (HR) and the Chief Operating Officer (COO) before bottlenecks occur.
Additional tasks as required.

Qualifications:

7+ years of experience leading a department in customer service, quality assurance, production, manufacturing, loss prevention, or asset protection is required.
Bachelor’s Degree in business administration or a related field is required.
Possesses a thorough understanding of standard practices, theories, and policies involved in operations and business management.
Proficient working experience with MS Office applications.
Demonstrates discretion; understands the importance of sensitive and confidential material.
Outstanding interpersonal skills; demonstrate tact and a professional demeanor in dealing with all levels of personnel.
Maintains a high quality of work consistently.
Strong organizational, analytical, and time-management skills.
Able to self-motivate and work both independently and as part of a team.
Excellent verbal and written communication.

About Pembroke & Co.:

Founded in 2015, Pembroke & Co. is a full-service consulting firm specializing in loss prevention, business & HR consulting, and recruiting services.

Pembroke & Co. has a culture built on the ethics and morals of the highest standard. We are self-starters, resourceful innovators, and creative thinkers. We believe in transparency with our clients as well as with our team members. Open discussions where everyone’s voice is heard are the key to our strong foundation.

Job Type: Full-time

Benefits:

401(k)
401(k) matching
Dental insurance
Health insurance
Paid time off
Retirement plan
Vision insurance

Work Location: Hybrid remote in Boston, MA 02116

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Pembroke & Company, Inc.

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Director of Operations