Sr Operations Director, Client Services

SUMMARY OF RESPONSIBILITIES:
The Senior Operations Director serves as the senior US-based operational leader for an assigned strategic client account. Reporting to the Europe-based Associate Vice President, Client Services, the position operates in a hybrid capacity, with required onsite presence at the client’s New Jersey location 2–3 days per week. The role provides senior U.S.-based operational leadership and exercises substantial independence in managing daily operations, client relationships, team performance, supplier strategy, profitability, and account-growth initiatives. The Senior Operations Director develops consultative relationships with senior operational client stakeholders and serves as a strategic thought partner on contingent workforce practices, supplier optimization, talent-solutions strategy, commercial opportunities, and expansion of Services Procurement. The position leads and develops multiple Client Services Professional (CSP) and Client Services Manager (CSM) resources and remains actively involved in day-to-day program execution to ensure client engagement is proactive, responsive, and consultative.

DESCRIPTION OF ESSENTIAL DUTIES AND FUNCTIONS (each duty and function listed indicates % of time):

• Ensure maximum client satisfaction and meet or exceed all contracted SLA, KPI, financial, and performance metrics; identify performance gaps, implement corrective actions, and report results to client and internal leadership. 15%
• Serve as the senior U.S.-based operational leader for the assigned account and maintain regular onsite presence at the client's New Jersey location 2–3 days per week to provide continuity, timely decision-making, and leadership that cannot be provided solely through Europe-based oversight. 10%
• Establish and proactively maintain consultative relationships with senior operational client stakeholders; serve as a strategic thought partner on contingent workforce practices, supplier negotiation and attraction, talent availability, commercial considerations, and responsible expansion of the external workforce program. 10%
• Translate account strategy into short- and long-term operational plans and lead the identification, evaluation, and execution of Services Procurement and other account-expansion opportunities. 10%
• Provide hands-on leadership, coaching, and development to multiple CSP and CSM-level resources; establish performance expectations, develop talent and succession plans, and ensure all client-facing team members engage stakeholders proactively and consultatively. 10%
• Serve as the primary US- based senior escalation point for significant client, program, supplier, and team matters; exercise substantial independent judgment and delegated authority to resolve issues promptly and protect the client relationship. 10%
• Develop and execute talent-solutions and supplier strategies that attract qualified talent across job levels while balancing quality, availability, market competitiveness, supplier capability, and cost. 10%
• Partner with Legal, HR, Compliance, Procurement, and other subject-matter experts to identify and address potential worker-classification, employment, contractual, and policy risks; ensure approved processes and required documentation are consistently followed. 5%
• Lead cross-functional initiatives, including new workforce-solutions implementations, shared-services integrations, process improvements, and other changes affecting established accounts; establish milestones and communicate progress, risks, and results. 5%
• Own account financial performance and P&L results; develop and implement actions to meet or exceed budgeted profitability, retention, and approved commercial-growth objectives. 5%
• Lead team selection, onboarding, retention, and performance management in alignment with organizational policies and the account's current and future capability requirements. 5%
• Maintain current knowledge of the client’s business drivers, operational priorities, procurement environment, workforce needs, relevant market intelligence, and applicable legislative and regulatory developments. Analyze workforce, supplier, financial, and market data to identify trends and risks, anticipate client needs, and recommend actionable solutions. 5%
• Other duties and special projects as assigned. TBD%

KEY ROLE DIFFERENTIATION:

• Senior US based account leadership with regular New Jersey client-site presence
• Substantial independent judgment and delegated authority across U.S. operations
• Consultative engagement with senior operational stakeholders at multiple organizational levels
• Hands-on leadership and talent development of CSP- and CSM-level resources
• Services Procurement expertise and accountability for expanding program scope
• Strategic talent-solutions, supplier attraction, negotiation, and optimization expertise
• Direct accountability for account plans, client satisfaction, financial performance, and profitable growth
• Cross-functional leadership of workforce-solutions implementations and process improvements
• Proactive identification and escalation of operational, commercial, compliance, and relationship risks
• Ability to combine strategic account leadership with active day-to-day program execution
• Consistent communication and coordination across US-based stakeholders and Europe-based account leadership

MARGINAL FUNCTIONS (each function listed indicates % of time):

• Other job-related duties as assigned TBD %

EDUCATION REQUIREMENT:

• Bachelor’s degree or equivalent combination of education, experience and training.

SUPERVISORY RESPONSIBILITIES/ # OF STAFF:
Leads multiple CSP- and CSM-level resources assigned to the account. Direct-report count may vary based on account scope. Responsibilities include workforce planning, selection, onboarding, work direction, coaching, development, performance management, retention, succession planning, and resolution of employee or operational concerns in accordance with organizational policies and applicable law.

RELATED EXPERIENCE REQUIREMENT:
Minimum of 10 years of progressively responsible supervisory or management experience in managed services, contingent workforce solutions, Services Procurement, or a closely related industry. Demonstrated success leading complex strategic accounts and onsite client operations; building consultative relationships with senior operational stakeholders; leading and developing multi-level client-services teams; and managing SLA/KPI, P&L, supplier, and commercial-growth objectives. Demonstrated expertise developing talent-solutions strategies, negotiating and optimizing supplier performance, and identifying opportunities to expand Services Procurement or related workforce-solutions scope. Minimum of 7 years of demonstrated experience with VMS and talent-solutions technology. Must be able to combine strategic leadership with hands-on involvement in daily operations and work effectively across U.S. and European leadership teams and time zones.

LANGUAGE/COMMUNICATION SKILLS (written & verbal):
Ability to develop trusted, consultative relationships with senior client stakeholders and communicate credibly on complex operational, commercial, supplier, talent, and workforce-risk matters. Ability to translate strategy and data into clear recommendations, account plans, management reports, business correspondence, presentations, and procedural documentation. Ability to lead difficult conversations, negotiate effectively, resolve conflict, and communicate proactively with client, supplier, team, and executive stakeholders.

COMPUTER/SYSTEM SKILLS REQUIREMENTS:
Working knowledge of computers including Windows environments, email, and the internet. Proficiency with MS Office applications including Excel, Word, PowerPoint, Outlook, Project and Visio. Demonstrated ability to quickly learn proprietary technology.

ANALYTICAL/DATA INTELLIGENCE SKILLS:
Advanced ability to interpret operational, workforce, supplier, market, and financial data; identify trends, performance gaps, risks, and commercial opportunities; and translate data into clear insights and actionable recommendations for client and internal leadership. Demonstrated ability to use reporting, analytics, and business-intelligence tools to support account planning, supplier optimization, talent strategy, performance improvement, and informed decision-making.

OTHER SKILLS REQUIREMENTS:
Advanced program and project management; Services Procurement; strategic account planning; supplier negotiation and optimization; talent-solutions strategy; financial and P&L management; executive stakeholder engagement; data-informed decision-making; change leadership; conflict resolution; and team development. Demonstrated ability to operate independently, prioritize urgent onsite needs, and escalate potential legal or compliance concerns to the appropriate subject-matter experts.

CERTIFICATES, LICENSES, REGISTRATION REQUIREMENTS:
CCWP highly preferred

WORK ENVIRONMENT/ PHYSICAL OR MENTAL ABILITIES:
The demands described here are representative of those that must be met by the employee to successfully perform the essential functions of the job with or without a reasonable accommodation.

MENTAL DEMANDS (list below indicates % of time):

• Critical Thinking: 100%
• Conflict Resolution: 100% 
• Problem Solving: 100%
• Organization: 100%
• Communications: Written & Verbal: 100%
• Working with interruptions: 50%  

PHYSICAL DEMANDS (list below indicates % of time):

• Stand: 50%
• Sit: 50%
• Squat: 0%
• Walk: 30%
• Bend: 10%
• Repetitive Motion: 50 – 80%
• Climb: 0%
• Twist: 5%
• Operate Equipment: 0%
• Air and other public transportation Business Travel: 25-50%
• Driving: TBD
• Lifting (lbs): 10-20 lbs
  
  • Percentage of time Low Lifting: 5%
  • Percentage of time High Lifting: 0%
• Carrying (lbs): 10-20 lbs
  
  • Percentage of time Carrying: 5-10%