OPERATIONS DIRECTOR

Company Description

KENTECH Consulting Inc. is an award-winning background technology screening company. We are the creators of innovative projects such as eKnowID.com - 1st consumer background checking system of its kind, and ClarityIQ a high-tech/high-touch investigative case management system.

OUR VISION

Help The World Make Clear and Informed Decisions

VALUES

• Customer Focused: We are client focused and results-driven.
• Growth Minded: We believe in collaborative learning and industry best practices to deliver excellence.
• Fact Finders: We are passionate investigators for discovery and truth.
• Community Partnerships: We believe there is no greater power for transformation than delivering on what a community cares about.
  
  

YOUR MISSION

To help our team optimally produce at the highest levels to meet the growing demands of our client family.

, Job Description

The Operations Director is responsible for ensuring the timely and high-quality delivery of investigative reports to our clients daily. You will work closely with the VP of Operations to oversee a team of up to 40 staff members. As the 'operations whisperer,' you have a talent for devising optimal efficiencies and a deep understanding of Six Sigma processes and their financial implications for producing scalable operations. Additionally, you will drive the business forward through effective leadership, AI integration, and strategic initiative.

Responsibilities:

• Leadership and Strategy:
• Assist with planning, directing, and supervising all staff and activities related to project case management and daily client interactions.
• Participate in planning, goal development, and the establishment of objectives and procedures to ensure consistent high-quality service, timeliness, accuracy, and thoroughness of investigations.
• Demonstrate the ability to scale business operations and drive the business forward by integrating AI technologies and leveraging their potential.
• Operations Management:
• Support and set performance standards, create SOPs for staff, provide training, guidance, and coaching, and hold staff accountable for assigned tasks and goals.
• Oversee the expansion of operations to the West & East coasts, including willingness to travel for major account client meetings and kick-offs.
• Ensure acceptable staffing levels through effective recruitment and management.
• Monitor daily client interactions to ensure consistency, promptness, and quality service.
• Conduct regular coaching sessions to ensure each employee meets job expectations and productivity objectives.
• Assist in handling client calls and resolving issues as needed.
• Process Improvement and Quality Control:
• Develop, implement, and administer efficient and service-oriented processes and procedures.
• Analyze and share reports on service quality, trends, and other relevant issues to improve customer service and project-based case management operations.
• Work cross-departmentally to eliminate inefficient processes and issues that negatively impact team performance.
• Maintain the highest standards of security throughout company departments and with client access.
• Manage and vet vendor capabilities, competitive pricing, and quality to ensure the highest standards are met.
• Initiative and Problem-Solving:
• Operate with a high level of self-initiative and take proactive steps to address and solve problems.
• Show initiative in identifying and implementing AI integration to improve training and compliance processes.
• Strategize and execute plans effectively, translating vision into actionable steps and tangible results.
• Demonstrate excellent time management and prioritize tasks to be productive without being overwhelmed.
• Maintain a positive attitude, foster a collaborative work environment, and inspire team members.

, Qualifications

Qualifications:

• MBA or 7+ years of experience in operations management, preferably in the military, back ground check companies, law enforcement, or security industries.
• High Driver: Must be able to scale a business and move it forward.
• Proven experience in taking the initiative with AI technologies and integrating them into business processes.
• Analytical approach to problem-solving, with knowledge of P&L, Six Sigma, and ISO awareness.
• Experience dealing with security and compliance-driven requirements.
• Must be able to pass a background check and a drug test.
• Demonstrated knowledge of effective time management and team leadership.
• Superior organizational and multitasking skills.
• Excellent written and verbal communication skills, with a focus on quality service and team orientation.
• Ability to articulate difficult concepts clearly to all team members.
• Proactive and solution-oriented, with the ability to create effective plans and act on them.
• Ability to quickly learn and adapt, thinking and managing fast to reach timely objectives.
• Availability to work weekends or overtime as needed.
• Knowledge of the EOS Operating System is helpful.
• Must be able to pass security clearance to obtain a Permanent Employee Registration Card (PERC).
  
  

Client Focus and Communication Skills:

• Maintain confidentiality and demonstrate a pleasant demeanor on the telephone and in person.
• Ability to communicate needs and ideas effectively to investigators, clients, vendors, and company staff.
• Provide high-quality customer service and resolve issues promptly.
  
  

Technology Skills:

• Technical nimbleness to learn new proprietary reporting and case management programs.
• Proficiency in Google Suite (Gmail, Google Docs, Forms) and Microsoft Office Suite (Word, Excel, PowerPoint).
• Familiarity with using telephones, copiers, printers, intranet, and the internet.
  
  

Soft Skills:

• Leadership: Inspire and lead a team, set clear expectations, provide guidance, and foster a culture of accountability and continuous improvement.
• Initiative: Demonstrate proactive problem-solving and decision-making, taking ownership of tasks and projects.
• Customer Focus: Commitment to providing exceptional service and value to clients, understanding their needs, and exceeding their expectations.
• Strategic Thinking: Analyze complex situations, anticipate future needs, and develop strategic plans to optimize operations and improve efficiency.
• Adaptability: Remain flexible and effective in high-pressure situations, adapting to changing priorities and environments.
  
  

Additional Information

Operations Manager Compensation & Benefits

• Medical, Vision, Dental, Life Insurance
• Salaried - starting at 45-55K
• Paid Maternity/Paternity Leave
• 3 Week PTO
• 401K plan
• Paid Major Holidays
• Continuous business training and growth