What are the responsibilities and job description for the Director of Operations position at Forge Search?
We are partnering with a 24/7 dispatch center looking for a Director of Operations to join their team. This role will own the day-to-day performance of the operations organization while working closely with senior leadership.
This role is designed for an experienced operations leader – someone who enjoys managing managers, setting the direction, establishing procedures, and using data to make decisions. This role is accountable for executing the vision, running the leadership team, and holding the organization accountable to its numbers and priorities. EOS experience is strongly preferred.
This is an on-site role in Greenville, SC.
ESSENTIAL DUTIES & FUNCTIONS:
Team Leadership & Accountability
- Manage a multi-layered team
- Maintain accountability across your own team
- Own performance outcomes for operations
- Actively participate in hiring
Training & Knowledge Management
- Streamline training programs
- Build and maintain knowledge management systems designed for frequent updates
- Improve procedural adherence across team members to raise operational quality
Data-Driven Operations
- Take a data-based approach to operational decision-making
- Use AI-driven and data-driven modeling to forecast activity volume and determine staffing levels
- Identify areas for proactive improvement
Systems & Tools
- Work directly with our development team on our custom operations software
- Champion tooling and process changes that make the operation easier to run and easier to learn
Budget & Planning
- Own the operations team budget
- Lead staffing/pre-hiring planning ahead of new and expanding client contracts
Compliance & Reporting
- Participate in compliance meetings and reviews
- Ensure required compliance reporting is completed and accurate
QUALIFICATIONS:
- Proven leadership experience in a multi-layered team structure
- Experience in 24/7 mission-critical or field operations environments
- Track record of building or improving training systems at scale
- Comfort working with data to drive staffing and operational decisions; experience using AI tools
- Experience working with custom or internal software tools
- EOS experience strongly preferred
- A bias toward proactive systems-building
- Strong track record of accountability
- Experience owning a department budget and forecasting staffing needs for growth
- Comfortable supporting compliance-related reporting and reviews
For confidential consideration, email careers@forgesc.com or apply directly!