
Director of Process Optimization
6 days ago
We are seeking an experienced and skilled operations manager to lead the day-to-day execution across our onboarding, marketing, and training teams. The successful candidate will be responsible for managing SLAs, building standard operating procedures (SOPs), streamlining cross-team handoffs, and driving measurable outcomes.
Key Responsibilities:- Team Leadership & Scheduling: Manage team members across different stages of the process, including onboarding, marketing, interview support, and training.
- Process & SOPs: Design, document, and enforce SOPs for each stage of the process, from offer-to-onboard to training completion.
- Pipeline Throughput: Monitor daily dashboards to identify bottlenecks and improve time-to-onboard, submissions per day, interviews scheduled, offer rate, and join rate.
- Training & Upskilling Ops: Coordinate curricula, trainer calendars, candidate cohorts, assessments, and certification tracking to ensure readiness for placements.
- Onboarding Excellence: Ensure accurate documentation, agreements, background checks, and system access to maintain zero-defect records.
- Quality & Compliance: Run QA checks on resumes, submissions, and communications to uphold data privacy and audit-ready records.
- Cross-Functional Coordination: Partner with HR, finance, and sales teams for smooth handoffs, including invoices, payments, and client requirements.
- Automation & Tools: Champion CRM/ATS hygiene, automate routine steps, and standardize reporting.
- Reporting & Reviews: Provide daily and weekly MIS reports, root-cause analyses, corrective action plans, and leadership updates.
- 5+ years in operations management within staffing/recruiting, edtech/training, BPO, or services environments; proven people management skills.
- Strong program/project management skills, data-driven decision-making, and execution.
- Hands-on experience with CRM/ATS, Google Sheets/Excel, and collaboration tools.
- Excellent communication, stakeholder management, conflict resolution, and coaching skills.
- Comfort with night shifts and U.S. client alignment; thrives in a fast-paced target-driven setup.
- Salesforce familiarity and automation exposure.
- Experience with e-signature and document workflows, and basic finance handoffs.
- Understanding of U.S. hiring terms and visas.
- Exposure to training operations, cohort management, and LMS.
- Lean/Six Sigma mindset for process improvement.
- Reduced time-to-onboard and time-to-first-submission.
- Higher submissions-to-interview and interview-to-offer conversion.
- Improved show-up and join rates.
- On-time SOP compliance and zero critical defects.
- NPS/CSAT improvements from candidates and internal stakeholders.
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