Director of Operations, Records & Document Services

Job Description

Job Description:Director of Operations – Records & Document ServicesCompany: Graphic Sciences, Inc., a division of Intellinetics, Inc.Reports To: President & CEO, Intellinetics, Inc.Location: Detroit, Michigan (Onsite)Employment Type: Full-time, ExemptBase Salary: $150,000–$175,000 annuallyTarget Annual Bonus: 10% of base salaryPosition Summary:GSI, a division of Intellinetics, is seeking an experienced Director of Operations – Records & Document Services to lead its Detroit-area records management, document services, and warehouse operations. Reporting directly to the President & CEO, this senior leader is accountable for overall operating performance, including daily operations, workforce management, state and municipal contract performance, regulatory compliance, customer service, safety, financial results and forecasting, facility and lease management, continuous improvement, automation, and support of customer retention and growth.The Director of Operations will lead a workforce of approximately 100 employees, including approximately 80 hourly and 20 salaried team members. The successful candidate will be a highly visible, hands-on operating leader with demonstrated strength in managing complex state and local government contracts, negotiating commercial and operational agreements, leading labor-intensive operations, building accurate operating forecasts, improving margin and productivity, managing facilities and leases, developing leaders, and driving measurable transformation while maintaining a highly compliant workplace and strong customer relationships.Intellinetics is a publicly traded SaaS workflow automation and information-management company that helps organizations manage, store, protect, and modernize critical documents and data. In addition to its IntelliCloud® content-management platform, the company provides business-process outsourcing, document and micrographics scanning, and records-storage services. GSI has served Michigan municipalities since 2002, developing long-standing customer relationships with state and local government organizations.Key Responsibilities:Operational LeadershipProvide overall leadership and direction for warehouse, records-storage, document-handling, scanning, retrieval, transportation, and related facility operations.Ensure customer records and materials are received, stored, tracked, retrieved, transported, and disposed of accurately, securely, and efficiently.Establish operating priorities, staffing plans, performance expectations, and service standards.Monitor workflow, capacity, labor utilization, productivity, quality, turnaround times, and customer-service performance.Identify and implement process improvements that increase efficiency, strengthen controls, reduce operating costs, and support business growth.Maintain appropriate inventory controls, chain-of-custody procedures, and documentation throughout the records-management lifecycle.Oversee facility maintenance, security, emergency preparedness, equipment, vehicles, vendors, and other operational resources.Serve as the operational owner for major state, municipal, and other public-sector contracts, ensuring service levels, staffing, reporting, compliance obligations, customer commitments, and renewal requirements are consistently met.Workforce LeadershipLead, develop, and hold accountable approximately 80 hourly and 20 salaried employees.Manage department leaders, supervisors, and other salaried professionals responsible for daily operations.Partner with Human Resources on workforce planning, recruiting, onboarding, training, performance management, corrective action, employee relations, and retention.Establish clear productivity, attendance, quality, safety, and customer-service expectations.Build a culture of accountability, teamwork, professionalism, continuous improvement, and respect.Ensure supervisors effectively manage schedules, overtime, workload, employee performance, and daily communication.Develop succession plans and strengthen the capabilities of the site’s leadership team.Compliance, Safety, and Agency RelationsEnsure compliance with applicable federal, Michigan, Wayne County, Detroit, and other state and local requirements.Maintain effective working relationships with regulatory bodies, inspectors, fire officials, licensing authorities, and state and local government agencies.Oversee compliance related to workplace safety, facility operations, transportation, records retention, document destruction, privacy, information security, and contractual requirements.Maintain readiness for customer, regulatory, safety, security, and operational audits.Ensure required permits, licenses, inspections, certifications, training, and operational records remain current.Lead corrective actions resulting from inspections, audits, incidents, or identified compliance gaps.Ensure compliance with OSHA requirements and company safety policies, including incident reporting, investigations, training, emergency procedures, and preventive measures.Protect confidential and sensitive customer information through appropriate physical, operational, and administrative controls.Customer and Sales SupportServe as a senior operational contact for key customers, including municipalities, government agencies, and other regulated organizations.Build strong customer relationships and ensure service commitments and contractual requirements are consistently met.Partner with Sales to support customer retention and expansion by identifying operational needs and opportunities, providing solution design, capacity, implementation, and pricing inputs, and supporting customer meetings and proposals. Commercial ownership remains with Sales.Participate in customer meetings, facility tours, presentations, proposals, renewals, and requests for information or proposals.Evaluate the operational requirements, capacity, staffing, pricing considerations, and implementation needs associated with potential new business.Translate customer requirements into effective, scalable, and compliant operational solutions.Address escalated customer concerns promptly and implement sustainable corrective actions.Represent GSI professionally in interactions with customers, community partners, and government agencies.Financial and Performance ManagementOwn the facility operating budget and forecast, including revenue, gross margin, labor, overtime, vendor spend, capital needs, capacity, and other key operating drivers; explain variances and implement corrective actions when performance is off plan.Track and report key performance indicators related to productivity, service levels, quality, safety, compliance, staffing, customer satisfaction, and financial performance.Use operating and financial data to identify risks, trends, and improvement opportunities.Develop business cases and recommendations for staffing, equipment, technology, facility improvements, and capital investments.Balance customer-service requirements with cost management, regulatory obligations, and business-growth objectives.Lead or materially support negotiation and administration of significant operational agreements, including customer and government contracts, facility leases, vendor agreements, equipment arrangements, and other commitments that affect cost, capacity, risk, or service delivery.Develop and maintain accurate monthly, quarterly, and annual operating forecasts and capacity plans; use actual-versus-forecast performance to identify risks early and recommend actions to protect revenue, margin, service, and cash flow.Continuous Improvement and Operational ExcellenceA key mandate of this role is to lead the continued modernization and operational transformation of GSI and materially improve productivity and operating margin. This leader will establish standardized work, measurable production management, stronger workforce flexibility, improved work-in-process visibility, and increased use of technology and automation across the records-management lifecycle.Establish and maintain standardized work, visual management, 5S and workplace organization, production controls, and daily management routines across all operational areas.Develop measurable productivity and quality standards by process and workstation, using actual performance data to identify bottlenecks, capacity constraints, and improvement opportunities.Actively manage work in process, capacity, staffing, and workflow across interconnected production processes to improve throughput, quality, and turnaround time.Establish and maintain skills matrices, standardized training requirements, and structured cross-training programs across production functions.Build a flexible workforce model that allows employees to be deployed where operational bottlenecks, changing work volumes, and customer demand require additional support.Lead Lean and other process-improvement initiatives focused on eliminating waste, unnecessary handling, rework, waiting, movement, and manual administrative activities.Identify and implement appropriate automation, equipment, systems, and technology investments that improve productivity, quality, traceability, visibility, and scalability.Develop business cases for proposed operational investments and measure realized benefits against expected productivity improvements, cost savings, and return on investment.Create a culture in which employees and leaders identify problems, recommend improvements, and take ownership of operational performance.Daily Management SystemEstablish and lead a tiered daily management system using visual production metrics, WIP levels, staffing, productivity, quality, service-level performance, and operational constraints to drive accountability and rapid problem resolution.Implement daily operating reviews and escalation routines that enable supervisors and managers to identify risks, address bottlenecks, reallocate labor, and resolve problems quickly.Ensure performance information is visible, accurate, timely, and consistently used to guide staffing and production decisions.Hold operational leaders accountable for daily results, corrective actions, follow-through, and sustained performance improvement.Required QualificationsApproximately 10 or more years of progressive experience in warehouse operations, records management, logistics, distribution, manufacturing, document services, or a comparable production environment.At least five years of senior leadership experience managing a sizable hourly workforce and salaried leadership team.Demonstrated experience leading an operation with approximately 75–100 or more employees.Demonstrated success leading operational transformation, modernization, and continuous-improvement initiatives in a warehouse, production, logistics, or service-delivery environment.Hands-on experience implementing standardized work, visual management, daily management systems, production controls, productivity standards, WIP management, and structured problem-solving practices.Experience developing skills matrices, standardized training programs, and cross-training strategies that improve workforce flexibility and enable labor to be deployed based on changing demand and operational bottlenecks.Working knowledge of Lean principles, 5S, waste elimination, root-cause analysis, process mapping, and other operational-excellence practices.Experience evaluating and implementing automation, equipment, systems, or technology solutions that improve productivity, quality, traceability, and scalability.Demonstrated ability to develop business cases for operational investments and measure results against expected return on investment.Strong knowledge of regulatory compliance, workplace safety, facility requirements, audits, inspections, and interactions with state and local government agencies.Demonstrated experience managing complex state, municipal, or other public-sector contracts, including service-level compliance, performance reporting, renewals, customer governance, and issue resolution.Demonstrated contract-negotiation experience and strong commercial judgment, including customer or government agreements, vendor contracts, and physical facility leases or comparable real-estate/operational agreements.Strong financial planning and forecasting capability, including operating budgets, revenue and margin forecasts, labor and capacity models, capital planning, and variance analysis.Experience supporting customer retention, contract renewals, proposals, RFPs, pricing or scope changes, and business-development activities in a commercial and public-sector environment.Demonstrated ability to manage budgets, labor costs, productivity, service levels, gross margin, operating forecasts, and overall financial and operational performance.Experience developing supervisors and managers and addressing employee-performance and workforce challenges.Strong customer-facing, contract negotiation, commercial judgment, problem-solving, and relationship-management skills.Ability to handle confidential information and oversee operations involving sensitive customer records.Strong written, verbal, organizational, financial, and analytical skills.Proficiency with warehouse, inventory, records-management, workforce-management, production-reporting, or related operational technology.Bachelor’s degree in business, operations, supply-chain management, logistics, engineering, or a related field, or an equivalent combination of education and relevant experience.Preferred QualificationsLean Six Sigma Green Belt or Black Belt certification.Experience implementing a Lean management system or tiered daily management system.Experience leading a significant operational turnaround or technology-enabled transformation.Experience in records storage, document management, secure information handling, scanning, imaging, or business-process outsourcing.Experience working with municipalities, public-sector customers, or other regulated organizations.Additional experience with government contracting, requests for proposals, service-level agreements, public procurement, and compliance-driven customer requirements.OSHA, supply-chain, records-management, or project-management certification.Leadership CompetenciesVisible and hands-on operational leadershipSound judgment and personal accountabilityRegulatory and risk-management orientationStrong financial and commercial awarenessDisciplined forecasting, contract management, and negotiation capabilityCustomer-focused decision-makingAbility to lead effectively across hourly and salaried employee populationsClear communication and relationship-buildingContinuous-improvement mindsetAbility to balance safety, quality, service, cost, and growthPhysical and Work RequirementsThis is an onsite leadership position based in the Detroit area.Ability to