Director of Operations

Pearl Interactive Network, LLC Job Description

Position Details

Job Title:

 Director of Operations 

JD Effective Date:

 02/27/2026

GSA/SCA/DBA Labor Category:

 Non-SCA

Work Schedule:

 8:00 am-5:00 pm, M-F, EST

Business Unit:

 ☒ Corporate         ☐ Contract Exempt     ☐ NONSCA ☐ SCA

Department or Program Name:

 Operations

Reports To Job Title:

 CEO

Work Location:

 ☒ Remote ☐ Onsite ☐ Hybrid

Position Type:

 ☒ NONSCA         ☐ SCA                ☐ GSA                    ☐ DBA

FLSA:

 ☒FT         ☐ PT 

☒ Exempt  ☐ Non-Exempt

☐ Temp    ☒ Permanent

Job Purpose: The Director of Operations is responsible for leading a team of Program Managers and Operations Managers supporting all contracts while working directly with partner managers and internal Pearl department heads.

Essential Duties and Responsibilities:

• Oversees programs by partnering directly with clients and operations teams to drive delivery, performance metrics, and budget management from implementation through ongoing delivery.
• Manages teams of Program Managers and Operations Managers, including overseeing the monthly program reviews.  
• Collaborate with executive-level management in the development of performance goals and long-term operational plans. 
• Financial and KPI rigor. The Director of Operations must be margin focused and execution driven, with a strong command of portfolio level financials, forecasting accuracy, utilization, delivery health, and variance management. This includes building and running a disciplined operating cadence that proactively manages risk and protects margin.

• Strategic alignment and translation. The Director of Operations must deeply understand Pearl’s corporate values and vision for sustainable growth, and be able to translate that into measurable priorities, decision frameworks, and operational tradeoffs without requiring weekly direction.
• Systems builder with proactive roadmap leadership. The Director of Operations must institutionalize process, governance, and accountability across delivery and technology efforts. This includes driving a structured tech roadmap, improving execution throughput, and reducing reactive fire drills.
• Account expansion discipline. Growth must come not only from new wins but from structured land-and-expand efforts within existing accounts. This leader should operationalize expansion plans tied to delivery excellence, realistic targets, and strong coordination with Business Development and teaming partners.

• Maximize efficiency and productivity through extensive process analysis and interdepartmental collaboration.  
• Set and execute the operational strategy to drive efficiency, productivity, margin performance, and enterprise-wide contract growth.
• Lead portfolio performance management, with full accountability for financial oversight, budgeting, forecasting, invoicing, cost control, and metric attainment across all programs.
• Build and optimize scalable operating systems that provide clear visibility into goals, performance, and risk while continuously improving processes to maximize output and minimize cost.
• Oversee end-to-end contract execution, including implementation planning, staffing, policy governance, cross-functional coordination, and adherence to SOW requirements.
• Serve as executive client partner, strengthening relationships, ensuring delivery excellence, and identifying opportunities to expand services.
• Develop and lead high-performing teams, driving hiring, performance management, accountability, and a culture of integrity, inclusion, and operational discipline.

Qualifications & Skills:

• Bachelor’s degree in Business, Finance, or related field, or equivalent executive-level experience.
• 7+ years of progressive operations leadership experience, preferably within contact center environments, including direct client relationship management.
• Strong financial and analytical acumen, with demonstrated ability to interpret data, forecast budgets, manage P&L performance, and translate insights into measurable performance improvement.
• Proven operational leadership capability, including driving continuous process improvement, solving complex problems, improving productivity, and executing performance strategies at scale.
• Advanced proficiency in Excel and Microsoft Office, with working knowledge of contact center technologies and performance management systems.
• Exceptional leadership, communication, and negotiation skills, with experience managing both onsite and remote teams and influencing stakeholders internally and externally.
• Ability to travel up to 30%.

The above statements are intended to describe the general nature and level of the work being performed by people assigned to this work. This is not an exhaustive list of all duties and responsibilities. Pearl management reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to speak and hear. The employee is frequently required to walk, sit and use hands to manipulate, handle, or feel. The employee is occasionally required to stand and reach with hands and arms. 

The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision and ability to adjust focus. The person in this position frequently communicates with co-workers, peers, management, and clients which may involve delivering presentations in-person and/or remotely. Must be able to access, exchange, communicate and converse accurate information in these situations. Constantly operates a computer, mobile phone and other IT peripherals.