Director, Operations & Service Delivery

Travel Requirements 0% – 5% 5% - 10% 10% - 20% 20% - 50% >50% Why WCG WCG delivers transformational solutions that accelerate clinical research and advance human health. We serve the experts, innovators, and pathfinders on the frontlines of science and medicine—empowering them to develop breakthrough therapies while ensuring the risks of progress never outweigh the value of human life. Together, we stimulate growth, maximize efficiency, and shape the future of clinical trials. What We Offer Comprehensive health and financial protection – Medical, dental, vision, life and disability insurance, 401(k) with company match, and flexible spending accounts Resources that support your whole life – Employee assistance programs and work/life balance tools Investment in your growth – Referral bonuses, tuition reimbursement, on‑job training, certification assistance, and continuing education support Time to recharge – Paid holidays, vacation, and sick time Pathways forward – Career development opportunities across One WCG We practice transparency in everything we do, including compensation. The salary range for this position reflects our commitment to fair, competitive pay based on your qualifications, experience, skills, education, and location. Together, we’ll find the right fit for your expertise and our shared mission. Job Summary The Director, Operations & Service Delivery for Meeting Technology Services (MTS) is responsible for the execution, reliability, and scalability of critical operations supporting technology‑enabled meetings within the life sciences and clinical research industry. This role is responsible for the end‑to‑end oversight of equipment logistics, technician scheduling, live video streaming and audio/visual production, project management support, and the vendor ecosystem that supports these functions. The Director leads multiple managers and teams responsible for the strategic planning and flawless execution of a large, complex portfolio of domestic and international meetings, including mission‑critical and highly visible client engagements. The Director serves as the centralized point of accountability for operational excellence, risk mitigation, vendor performance, and continuous improvement, enabling the organization to scale without compromising quality, compliance, or service reliability. Operational Leadership & Strategy Provides senior leadership across logistics, production, scheduling, and key support functions critical to meeting delivery. Translates business growth, meeting volume, and international expansion into scalable operational plans, staffing models, and infrastructure requirements. Acts as a key operational partner to the VP of Operations, enabling focus on strategy, client engagement, and future service innovation. Establishes and monitors KPIs, dashboards, and performance metrics to drive data‑informed operational decisions. Equipment, Inventory & Logistics Directs end‑to‑end equipment logistics and inventory management for iPads, audio/visual equipment, and supporting technical assets. Oversees domestic and international shipping, customs coordination, equipment readiness, storage, repair, and lifecycle management. Leads and develops the Equipment & Logistics team. Ensures chain‑of‑custody, utilization tracking, loss prevention, and readiness standards are consistently met. Maintains regular on‑site oversight of equipment inventory and operational readiness at the Greenwood Village, CO office. Live Video Streaming Operations Provides senior operational oversight to the Live Video Streaming team, led day‑to‑day by a Team Manager. Ensures operational readiness, redundancy, and service reliability for complex live and hybrid events. Improves standardization, training, incident escalation, and quality assurance practices within the streaming function. Audio/Visual Production Provides senior oversight to the Audio/Visual Production team. Ensures standardized production workflows, quality standards, and cross‑functional coordination with streaming, logistics, and field technicians. Drives continuous improvement in production quality, efficiency, and issue resolution. Technician Scheduling & Resource Optimization Provides functional leadership over technician scheduling, ensuring workforce planning, resource utilization and alignment with operational and client needs. Aligns technician skill levels, certifications, and travel requirements with meeting complexity and client expectations. Improves forecasting accuracy, utilization, workload balance, and coverage for fluctuating demand and international meetings. Vendor Management & Strategic Partnerships Provides strategic oversight for senior‑level relationships with all third‑party vendors supporting logistics, shipping, equipment handling, live streaming, A/V production, storage, repair, and office operations. Serves as the single point of accountability for vendor performance, service delivery, and operational alignment. Establishes and manages vendor governance, including: Service level agreements (SLAs) and performance metrics in conjunction with Procurement Incident escalation and root cause analysis Business continuity, redundancy, and backup vendor strategies Leads vendor selection, onboarding, evaluation, and offboarding in partnership with Procurement, Finance, Legal, and Quality teams. Drives cost optimization through spend consolidation, contract renegotiation, and performance‑based accountability. Ensures vendors supporting international meetings meet regulatory, customs, data handling, and service‑level expectations. Reduces vendor fragmentation and creates standardized, scalable vendor models aligned with operational growth. People Leadership & Development Leads and develops managers and individual contributors across multiple functional teams. Ensures clear role definition, accountability, performance management, and succession planning. Fosters a culture of operational excellence, reliability, safety, and continuous improvement. Risk Management, Compliance & Continuous Improvement Reduces operational and delivery risk through SOPs, training, audits, and proactive issue management. Identifies systemic issues and lead corrective actions across logistics, production, scheduling, and vendor operations. Collaborates cross‑functionally with Technology, Quality, Security, Client Services, and Finance to ensure seamless delivery. Other duties as assigned by supervisor. These may, on occasion, be unrelated to the position described here. Artificial Intelligence (AI) Leverages company available AI tools and technologies to enhance productivity, decision‑making, accuracy, and operational effectiveness across assigned responsibilities. Identifies opportunities to automate routine tasks, improve scalability, and enhance stakeholder experiences through the responsible use of AI and digital technologies. Education Requirements Bachelor’s degree in business administration, supply chain & logistics management, industrial engineering or related field. Certifications/License/Registration Requirements Project Management certification or certificates a plus. Qualifications/Experience Minimum of 8 years of progressive operations leadership experience in a services‑based organization. Minimum of 5 years’ experience leading managers and multi‑disciplinary operational teams. Strong background in logistics, vendor management, scheduling, and/or production operations. Experience supporting technology‑enabled services or time‑critical delivery environments. Demonstrated ability to manage complex operations with high reliability and accountability. Experience working with international operations, shipping, or logistics considerations. Strong analytical, communication, and stakeholder management skills. Demonstrated ability to effectively utilize artificial intelligence (AI) and emerging technologies to enhance productivity, improve decision‑making, streamline workflows, and drive business outcomes. Experience in life sciences, clinical research, healthcare, or other regulated industries preferred. Familiarity with live events, virtual/hybrid meetings, streaming, or A/V production preferred. Experience scaling operations during rapid growth or transformation preferred. Lean, Six Sigma, PMP, or similar operational excellence training preferred. Hybrid role with required on‑site presence at the Greenwood Village, CO office multiple days per week. SUPERVISORY RESPONSIBILITIES Overall responsibility of management including direction, coordination, performance, and evaluation of the assigned team and staff. Responsibilities include training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Pay Range USD $119,700.00 - USD $186,000.00 /Yr. EEOC Statement WCG is proud to be an equal opportunity employer – Qualified applicants will receive consideration for employment based on merit and without regard to race, color, national origin or ancestry, religion or creed, sex, sexual orientation, gender expression, gender identity, age, marital status, family or parental status, disability, genetic information, citizenship, veteran status, or any other legally recognized basis or status protected by federal, state, or local law. WCG complies with the Vietnam Era Veterans' Readjustment Act and Section 503 of the Rehabilitation Act. We promote a \"One WCG\" culture where all are welcome, respected, valued, and empowered to make a difference every day to advance clinical research. #J-18808-Ljbffr