Director of Operations - Contract

About Harbor Compliance

Join Harbor Compliance, a pioneering leader in the compliance industry, recognized by Inc. 5000 and Deloitte Technology Fast 500. Merging with Labyrinth, Inc. in 2021, we've expanded our reach to over 35,000 clients, leveraging advanced technology to simplify business licensing and legal entity management. We’re a growing team, passionate about making compliance accessible and efficient for all businesses and nonprofits.

About the Role:

Harbor Compliance is seeking a Director of Operations - Contract position. The role involves driving customer retention and expanding client engagement while improving service efficiency and building a high-performing team. It emphasizes continuous innovation, process improvement, and operational excellence across various business areas, with success measured by Gross Retention, Net Retention, Gross Margin, and team quality.

Note - This is a contract position with potential to go full time. 

Key Responsibilities:

Process Design and Optimization:

• Develop and document operational processes across multiple departments to streamline operations.

• Focus on automating key workflows, leveraging technology to create more efficient systems.

• Lead continuous improvement initiatives to ensure processes evolve with company needs.

Cross-functional Collaboration:

• Lead the Client Services department in partnering with Product, Technology, Finance, and HR teams to design processes that align with broader organizational goals.

• Integrate feedback from different departments to ensure operations are tailored to cross-departmental needs.

• Serve as the primary point of contact for operations during transformations, ensuring all teams are aligned and processes are executed smoothly.

Operational Execution and Transformation:

• Quickly learn the current state of operations, identify inefficiencies, and develop a roadmap for transformation.

• Implement and scale processes that support ongoing reorganization, ensuring the company’s operational strategy is cohesive.

• Lead post-merger integrations, including the alignment of operations between merging entities and the development of new operational processes as necessary.

Metrics and Reporting:

• Establish metrics to monitor operational effectiveness, particularly around client retention, efficiency, and team performance.

• Ensure that new processes have clear, measurable outcomes and regularly review performance to ensure goals are met.

Leadership and Change Management:

• Lead cross-departmental teams, coaching and guiding them through operational changes.

• Promote a high-performance culture by creating accountability structures such as job scorecards and performance reviews.

• Handle change management, ensuring that all employees are bought into the reorganization and understand new processes.

Team Management:

• Build and maintain a team of 90%+ A-Players, fostering a high-performance culture.

• Experience leading a large matrix structure of 100+ employees. 

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• Conduct regular performance reviews with coaching and feedback for continuous development.

• Design an organizational structure that supports growth and scalability.

Qualifications:

• Proven experience in leading customer operations, ideally in a high-growth SaaS or service-based environment.

• Strong track record in customer retention, operational efficiency, and team leadership.

• Experience collaborating with cross-functional teams, including Product, Technology, Finance, and Legal.