Head of Operations & Business Management

C. is seeking an accomplished, strategic, and people-focused Director of Operations to help lead the next stage of our growth.

We are looking for a proven operations leader who can quickly understand a complex, high-volume organization, identify where performance is being lost, strengthen our management team, and build the structure and accountability needed to scale.

This is not a traditional operations management role. The successful candidate will be expected to make our managers better, improve operational performance, and build an organization that can run effectively without constant executive involvement.

The ideal candidate combines strong analytical ability with exceptional emotional intelligence, leadership presence, business judgment, and a bias toward action. They are equally comfortable analyzing performance data, coaching a manager, redesigning an organizational structure, solving a recurring operational problem, or leading a difficult change.

If you are an experienced operations leader who enjoys building high-performing teams, improving organizations, and solving complex business problems, we'd like to meet you.

The Director of Operations is responsible for improving the overall performance, structure, and scalability of Johnson Mark's operations.

This role will partner closely with executive leadership and existing managers to establish clear accountability, improve operational visibility, identify performance gaps, strengthen processes, and develop an organizational structure capable of supporting significant growth.

A key expectation of the role is to quickly assess the existing organization and determine where we can improve performance through better management, clearer accountability, improved processes, technology, organizational design, or resource allocation.

The successful candidate will be a builder and problem solver who can diagnose issues, make decisions, and drive meaningful improvements through the existing management team.

Lead and Develop the Management Team

• Establish clear expectations, responsibilities, and performance standards for managers.
• Identify management strengths, weaknesses, and development opportunities.
• Build a culture of ownership, accountability, collaboration, and continuous improvement.
• Diagnose Operational Performance
• Learn the company's operating model, workflows, systems, clients, and key performance drivers.
• Establish the right operational metrics and reporting structure.
• Analyze performance trends, bottlenecks, capacity constraints, quality issues, and recurring problems.
• Establish a regular management cadence for reviewing performance and addressing issues.
• Ensure managers have the information they need to proactively manage their functions.
• Develop practical scorecards and performance dashboards.
• Ensure performance issues have an owner, action plan, and deadline.
• Improve productivity, quality, efficiency, and service.
• Evaluate the effectiveness of the current organizational structure.
• Determine appropriate spans of control and management responsibilities.
• Build organizational structures that can scale as Johnson Mark grows.
• Ensure organizational complexity does not grow faster than the business requires.
• Process Improvement, Technology, and Vendor Management
• Evaluate vendor performance, cost, capacity, and service levels.
• Lead operational improvement initiatives from identification through implementation.
• Measure the impact of process and technology improvements.
• Promote a culture of continuous improvement rather than maintaining processes simply because they have always existed.

Work closely with Legal, Client Services, Compliance, Finance, Technology, and other leaders.

• Ensure operational decisions consider client service, legal quality, compliance, cost, and profitability.
• Resolve cross-functional issues that negatively affect performance.
• Help align operational execution with the firm's broader business strategy.

Significant experience leading operations in a complex, high-volume organization.

• Demonstrated success managing and developing managers.
• Proven experience improving operational performance and accountability.
• Experience developing and managing KPIs or operational scorecards.
• Strong organizational design and change-management skills.
• Strong business judgment and financial awareness.
• Ability to manage multiple priorities while maintaining focus on the highest-value issues.
• Experience leading operations in a professional services, legal, financial services, ARM, healthcare, or similarly regulated environment.
• Experience managing high-volume, technology-enabled operations.
• Experience with offshore teams or third-party operational vendors.
• Experience implementing automation, technology, or process-improvement initiatives.
• Experience building management scorecards and accountability systems.

C. offers a comprehensive benefits package designed to support your health, financial well-being, and professional success, including:

• Medical insurance
• Dental insurance
• Flexible Spending Account (FSA)
• Health Savings Account (HSA)
• Employer-paid life insurance