Director, Operations

The Director of Project Operations is a senior, client-facing leadership role responsible for the day-to-day performance of contracted facilities maintenance, capital, and project management programs. This role directs Program Managers and ensures consistent execution, quality, compliance, reporting, client satisfaction, and profitability across assigned accounts.

As a leader of leaders, the Director balances project-level details with broader business priorities. The role represents the organization with senior client stakeholders, connects project performance to client objectives, supports account strategy and new program launches, contributes to business development, and develops future operational leaders.

This position is based in Charlotte, NC. Travel to client and job sites may be required, up to 40% of the work schedule.

Key Responsibilities

Team Leadership and Accountability

Lead and develop Program Managers and, through them, Senior Project Managers and Project Managers.

Establish clear expectations, measurable goals, and accountability across project teams.

Lead recurring team meetings and quarterly priority-setting sessions.

Provide timely feedback, conduct performance reviews, and address performance gaps.

Delegate authority appropriately while building ownership and decision-making at the program level.

Program Delivery and Operational Excellence

Own delivery performance, including service-level compliance, schedule adherence, budget control, quality, and client satisfaction.

Establish consistent standards for quality assurance, approvals, documentation, and project closeout.

Drive continuous improvement in project management processes and systems.

Review dashboards and performance metrics, identify trends, escalate risks, and direct corrective action.

Negotiate and administer service agreements and vendor pricing in coordination with relevant internal stakeholders.

Client Leadership and Account Strategy

Serve as the senior operational representative in client meetings.

Understand client business drivers, budget cycles, priorities, stakeholders, and decision-making dynamics.

Maintain account plans covering key stakeholders, relationship risks, priorities, and growth opportunities.

Resolve escalated issues and advise client executives on program performance.

Support account strategy, renewals, expansions, and executive presentations.

Growth and New Business Development

Identify opportunities to expand services, scope, or program relationships.

Support new pursuits through scoping, delivery planning, staffing, pricing inputs, proposals, and presentations.

Provide operational insight and market intelligence to organizational leadership.

Financial and Commercial Management

Own profitability by assigned client account.

Review account financial performance, budgets, forecasts, margins, staffing, and billing.

Approve budgets, invoices, and change orders within established authority.

Forecast resource needs and recommend hiring, reassignment, or capacity adjustments.

Reporting, Risk, and Compliance

Ensure accurate and timely client and internal reporting, dashboards, and executive summaries.

Produce regular scorecards covering delivery, quality, financial, and people metrics.

Ensure program execution complies with contracts, insurance requirements, and applicable regulations.

Identify, assess, and mitigate delivery, contractual, and financial risks.

Maintain contract documentation, renewals, and portfolio risk registers.

Program Launch and Change Leadership

Lead transitions of new programs into steady-state operations, including staffing, communication plans, responsibility matrices, and system configuration.

Lead operational changes involving processes, tools, reporting, structures, or client requirements.

Align stakeholders, address resistance, and follow through to adoption.

Talent and Bench Development

Assess and coach Program Managers and Senior Project Managers.

Create development plans and stretch assignments that prepare team members for expanded responsibilities.

Partner with human resources on recruiting, onboarding, and retention.

Key Measures of Success

Service-level and schedule compliance across assigned accounts

Profitability by client account compared with plan

Client satisfaction, retention, and account expansion

Quality assurance and reporting accuracy and timeliness

Leadership bench strength and readiness for expanded roles

Leadership Expectations

Strategic agility: Anticipates trends, evaluates long-term implications, and adapts delivery strategies.

Change leadership: Guides teams through new processes, tools, structures, and client requirements.

Business acumen: Effectively plans and manages people and financial resources.

Operational excellence: Drives efficiency, consistency, accountability, and continuous improvement.

Influence and negotiation: Builds consensus and balances competing interests.

Empowerment: Delegates authority, builds trust, and enables teams to make effective decisions.

Executive presence: Communicates complex program performance clearly to senior stakeholders.

Qualifications and Skills

Bachelor’s degree in engineering, construction management, business, or a related field.

Master’s degree preferred.

CCM or PMP certification preferred.

At least 12 years of project and program management experience, preferably in commercial construction, facilities, or owner’s representation.

At least 5 years leading managers of managers across three or more concurrent programs or accounts.

Experience managing multi-site, high-volume project portfolios for institutional clients.

Experience serving as a senior representative with client executives.

Demonstrated ownership of an account or business-unit P&L, including budgeting, forecasting, and margin management.

Experience contributing to business development, including scoping, pricing, proposals, and client presentations.

Track record of establishing process consistency, quality standards, and reporting across distributed teams.

Strong leadership, delegation, coaching, and accountability skills.

Executive-level written and verbal communication skills.

Strong negotiation, conflict resolution, and risk management skills.

Experience with EOS/Traction practices is a plus.

Proficiency with project management, scheduling, and reporting platforms such as Primavera P6, Microsoft Project, Power BI, or similar tools.

High integrity, strong collaboration skills, and flexibility in a fast-paced work environment.

Schedule and Work Environment

Based in Charlotte, NC.

Travel to client and job sites may be required, up to 40% of the work schedule.

Ability to work in an office environment is required.

Some walking or lifting of up to 25 pounds may be required for event or meeting support.

How to Apply:

To apply for this position, please click the "Apply" button at the top right of your screen. Alternatively, you can email your application to info@ssgresume.com . Please ensure to include your resume and any other relevant documents or information that showcase your qualifications and suitability for the role. We appreciate your interest in joining our team and look forward to reviewing your application.

Equal Opportunity Employer Statement:

Search Solution Group is an Equal Opportunity Employer committed to fostering an inclusive workplace where diversity is valued and respected. We do not discriminate on the basis of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status in our hiring process or employment practices. We believe that a diverse workforce brings unique perspectives and strengths, driving innovation and growth. All employment decisions are based on qualifications, merit, and business needs. We welcome applicants from all backgrounds to apply and contribute to our team.

Disclaimer:

Please note that the job description provided is not exhaustive and is subject to change. Additional duties may be assigned as needed to meet the evolving needs of the organization and to ensure the successful completion of projects and objectives.