Director of Operations

About Restore the Day
We are a concierge employee-benefit company that gives working people their time back. Our team handles everyday to-dos that pile up, like research, scheduling, errands, and home/car repairs, so employees can focus on work and their families. Employers offer us as a benefit, we partner with employers, health systems and professional services firms. We run EOS and are growing fast.

The Role
We’re looking for a Director of Operations to lead the people, technology, and processes behind our member experience. You’ll manage our remote service team, own our tech stack, and build the procedures that let us deliver consistent, high-quality service as we scale. Our members count on us around the clock, so this role carries 24/7 responsibility for service continuity, escalations, and operational issues.

Team Leadership

• Hold 24/7 accountability for operations, ensuring round-the-clock coverage, serving as the final escalation point for urgent member, client, and system issues, and maintaining on-call and contingency plans.
• Lead, hire, and develop our remote concierge/call-center team, including team leads and specialists.
• Set clear performance standards and Scorecards for response time, quality, and member satisfaction, and hold regular one-on-ones, coaching sessions, and performance reviews.
• Build staffing models, schedules, and coverage plans that flex with call and ticket volume.
• Create a culture of accountability, transparency, recognition, and continuous improvement across a remote team.

Technology & Systems

• Own and administer our technology stack, including our Solution Center and ticketing platform, phone/contact-center system, and collaboration tools.
• Configure and maintain multi-portal environments for each employer client, including workflows, automations, SLAs, and reporting.
• Evaluate, implement, and integrate new tools, including AI and automation, to increase efficiency and improve the member experience.
• Manage system integrations, user access, and data quality across platforms.
• Build dashboards and reports on engagement, utilization, ticket volume, turnaround time, and CSAT for leadership and client reviews.
• Ensure systems meet data privacy and security requirements, including handling of sensitive member information.

Process & Procedures

• Document and maintain standard operating procedures (SOPs) for every core workflow, from request intake through resolution and follow-up.
• Build and manage an internal knowledge base so the team works from consistent, current procedures.
• Lead client implementations, including onboarding timelines, portal and communications setup, launch readiness, and post-launch check-ins.
• Run quality assurance: ticket audits, call reviews, and feedback loops that drive improvement.
• Manage vendor relationships and ensure compliance with client contracts and service-level commitments.
• Partner with sales to forecast capacity needs as new accounts come on board.

What You Bring

• 7 years of operations experience, including at least 5 years in a leadership role managing teams, ideally in a service, contact-center, benefits, or customer-experience environment.
• Proven success managing remote teams.
• Strong technical aptitude: hands-on administration of help desk/ticketing systems, phone systems, and workflow automation.
• Experience writing SOPs, building knowledge bases, and implementing QA programs.
• Experience building processes from the ground up in a growing company.
• Availability and willingness to be reachable 24/7 for escalations and time-sensitive operational issues.

Nice to Have

• Experience with AI tools, automation platforms, system integrations.
• Background in employee benefits, HR services, or healthcare.
• Familiarity with data privacy practices.
• Project management or process improvement certification (PMP, Lean, Six Sigma).

Why Join Us

• A meaningful mission: we make people’s lives easier, and members tell us so every day.
• A leadership seat at a growing company where your work has visible impact.
• Benefits: health, vision, dental, PTO, 401K matching.

Pay: $60,000.00 - $80,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Retirement plan
• Vision insurance

Work Location: Hybrid remote in Louisville, KY 40223

Salary : $60,000 - $80,000