Position Summary 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.
Primary Responsibilities Lead and Develop the Management Team
- Establish clear expectations, responsibilities, and performance standards for managers.
- Coach and develop managers to improve leadership effectiveness and accountability.
- Provide candid, timely, and constructive feedback.
- Identify management strengths, weaknesses, and development opportunities.
- Determine when a manager needs additional support, development, reassignment, or replacement.
- Build a culture of ownership, accountability, collaboration, and continuous improvement.
- Develop managers who can effectively lead their teams without unnecessary executive intervention.
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.
- Identify root causes rather than treating symptoms.
- Establish a regular management cadence for reviewing performance and addressing issues.
- Ensure managers have the information they need to proactively manage their functions.
- Escalate significant issues with a clear understanding of the problem, recommended solution, and required decision.
Build Accountability and Operational Excellence
- Establish clear ownership for key operational KPIs.
- Develop practical scorecards and performance dashboards.
- Ensure performance issues have an owner, action plan, and deadline.
- Identify recurring operational problems and drive them to resolution.
- Standardize effective processes and best practices.
- Improve productivity, quality, efficiency, and service.
- Partner with managers to ensure improvements are implemented and sustained.
- Continuously evaluate whether processes are producing the intended results.
Organizational Design and Scalability
- Evaluate the effectiveness of the current organizational structure.
- Determine appropriate spans of control and management responsibilities.
- Identify opportunities to combine, separate, or reorganize functions.
- Determine when additional managers or team leads are justified-and when they are not.
- Clarify roles, responsibilities, decision rights, and escalation paths.
- Build organizational structures that can scale as Johnson Mark grows.
- Ensure organizational complexity does not grow faster than the business requires.
- Develop succession and leadership depth within key operational functions.
Process Improvement, Technology, and Vendor Management
- Identify recurring problems and leverage technology, automation, and vendors to drive measurable improvement.
- Evaluate operational processes for unnecessary work, delays, duplication, and inefficiency.
- Partner with Technology and other leaders to improve systems and reporting.
- 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.
Cross-Functional Leadership
- Work closely with Legal, Client Services, Compliance, Finance, Technology, and other leaders.
- Ensure operational decisions consider client service, legal quality, compliance, cost, and profitability.
- Improve communication and handoffs between departments.
- Resolve cross-functional issues that negatively affect performance.
- Support executive leadership on strategic initiatives and organizational priorities.
- Help align operational execution with the firm's broader business strategy.
RequirementsRequired
- Significant experience leading operations in a complex, high-volume organization.
- Demonstrated success managing and developing managers.
- Proven experience improving operational performance and accountability.
- Strong analytical, problem-solving, and decision-making abilities.
- Experience developing and managing KPIs or operational scorecards.
- Strong organizational design and change-management skills.
- Exceptional written and verbal communication skills.
- Strong business judgment and financial awareness.
- Ability to manage multiple priorities while maintaining focus on the highest-value issues.
- Demonstrated ability to work effectively with executive leadership and cross-functional teams.
Preferred
- 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 leading organizational redesign or significant growth.
- Experience implementing automation, technology, or process-improvement initiatives.
- Experience building management scorecards and accountability systems.
BenefitsJohnson Mark P.C. offers a comprehensive benefits package designed to support your health, financial well-being, and professional success, including:
- Flexible Spending Account (FSA)
- Health Savings Account (HSA)
- Employer-paid life insurance
