Director of Digital Operations

The Director of Digital Operations is a key member of Kofile’s Operations Leadership Team and is responsible for leading digital production operations across delivery performance, quality, capacity planning, partner coordination, continuous improvement, and financial results. This is a high-impact leadership role with visibility across executive leadership, Sales, Technology, Operations, customers, and partner organizations.

This leader will oversee approximately 150 employees and several domestic and international partner relationships while ensuring customer requirements are understood, delivery commitments are met, and operational performance aligns with revenue and gross margin expectations. The role offers the opportunity to shape a growing operational platform, influence how Kofile scales Digital Services, and build a strong foundation for continued advancement within the company.

Digital Services include scanning and digitization of books, files, maps, paper records, and film-based media, as well as data capture, indexing, and human-in-the-loop validation activities. The Director will also serve as a subject matter expert during sales pursuits, customer presentations, internal executive presentations, and customer escalations, helping ensure that operational commitments are achievable, financially sound, and aligned with customer expectations.

This role requires strong operational leadership, financial acumen, business presence, communication skills, and the ability to lead through ambiguity, competing priorities, and complex internal and external demands. The Director will develop and execute a multi-year operational strategy that supports Kofile’s corporate goals, improves scalability, strengthens quality and delivery performance, and proactively removes roadblocks to execution.

Success Measures

• Achievement of revenue and gross margin targets

• On-time delivery performance against customer commitments

• Quality accuracy and defect reduction

• Throughput, productivity, and operational efficiency

• Customer satisfaction and issue resolution effectiveness

• Partner SLA adherence and performance management

• Unit cost targets and cost-per-unit improvement Core Responsibilities Operational Delivery and Performance • Lead Digital Operations to deliver customer projects on time, at required quality levels, and in alignment with financial commitments

. • Establish, maintain, and continuously improve capacity planning processes that support timely delivery, speed to revenue, operational efficiency, and achievement of revenue and gross margin goals.

• Identify, track, and manage operational KPIs across Digital Services, including delivery, quality, throughput, productivity, customer satisfaction, SLA adherence, and unit cost performance

. • Proactively identify and communicate dependencies from customers, partners, and other internal teams that may impact successful service delivery. Quality and Continuous Improvement

• Design, implement, and continuously improve the Digital Operations quality management program to ensure customer requirements, accuracy standards, delivery commitments, and financial goals are consistently met

. • Apply continuous improvement methods to analyze quality data, identify trends, address human and system-related defects, and implement corrective actions.

• Continuously improve processes and tools based on performance trends, lessons learned, customer feedback, quality findings, and evolving business needs. Partner, Financial, and Capacity Management

• Manage domestic and international partner relationships to ensure performance, scalability, SLA adherence, quality, cost effectiveness, and market competitiveness

. • Create and manage departmental budgets and forecasts, including revenue, gross margin, labor productivity, partner costs, and unit cost targets

. • Identify, justify, and advocate for investments in talent, technology, process improvements, and partner capabilities that support growth and operational performance. Leadership, Stakeholder Management, and Escalation

• Lead, coach, and develop a large operational organization of approximately 150 employees, promoting accountability, role clarity, continuous improvement, and an appropriate sense of urgency in meeting customer and financial goals while developing future leaders for growth opportunities within Kofile

. • Build trusted relationships across Sales, Operations, Technology, executive leadership, customers, and partner organizations

. • Represent Digital Operations in customer sales presentations, internal executive presentations, and customer escalations.

• Serve as an escalation point for Sales and customer issues, evaluate facts and tradeoffs, and make or recommend decisions that balance customer relationships, operational feasibility, and financial implications. Technology and Process Enablement

• Partner with Technology teams to identify, prioritize, and implement capabilities that improve security, scalability, efficiency, quality, reporting, and competitiveness in target markets.

• Use production reporting, operational analytics, workflow tools, automation opportunities, and emerging technologies to improve throughput, quality, visibility, and scalability.

• Create and evolve an operating model that supports growth, agility, changing customer needs, competitive demands, and advances in technology.

• Bachelor’s degree in Business, Operations, Technology, Industrial Engineering, or a related field.

• 10+ years of management or leadership experience in operational delivery environments.

• 5+ years of experience in BPO, scanning, indexing, digital production, records management, or a related services environment.

• Demonstrated experience leading large operational teams and driving performance through KPIs, process discipline, and continuous improvement

. • Strong financial acumen, including the ability to analyze income statements, production data, unit costs, productivity trends, and operational drivers of revenue and gross margin performance

. • Ability to understand and communicate semi-technical requirements to customers, operational teams, sales teams, and technology stakeholders.

• Strong understanding of operational workflows, capacity planning, quality management, and scalable service delivery models.

• Excellent communication, presentation, executive presence, customer engagement, and consensus-building skills.

• Ability to operate as a senior member of an operations leadership team, contribute to enterprise-level planning, and present effectively to executive audiences.

Experience managing international outsourcing or offshore partner engagements.

• Experience supporting government, public records, document digitization, or regulated records-handling environments.

• Experience using workflow platforms, production reporting, automation, OCR, AI enabled processing, or analytics dashboards to improve operational performance.

This position is based at Kofile’s Dallas, Texas location and requires occasional travel, estimated at less than 20%, to other Kofile locations, customer sites, partner locations, and company meetings.

Benefits:

As a full-time employee, you will receive access to the following benefits

• Leadership and career development opportunities
• Low cost insurance (medical, dental, vision, life & disability)
• 401(k) plan (company matching)
• Paid holidays
• PTO
• Paid maternity & paternity leave
• Educational assistance
• Business casual environment

Covid safety information:

Kofile is committed to a safe environment for all candidates and employees. Daily temperature checks and protective masks are provided. We follow social distancing and all other CDC guidelines.