[Hiring] Director of Professional Services & Operations @Theiagen Genomics

Role Description

The Director of Professional Services & Operations is accountable for overseeing and optimizing the organization’s day-to-day operations to ensure efficiency, scalability, and alignment with strategic objectives. This role leads operational planning, process improvement, and cross-functional coordination to drive organizational performance and execution. This team member partners closely with executive leadership to translate strategy into actionable plans, implement operational frameworks, and ensure consistent delivery of high-quality products and services.

Key Responsibilities

• Lead, mentor, and develop a high-performing Operations team, fostering a culture of accountability, collaboration, continuous improvement, and client service excellence.
• Partner with leadership to drive workforce planning, talent acquisition, onboarding, succession planning, and employee development, building a scalable and resilient organization.
• Establish clear performance expectations and promote effective resource planning, coaching, and career development to strengthen team capabilities and deliver exceptional client outcomes.
• Lead the successful delivery of client engagements by ensuring projects are executed efficiently, consistently, and in alignment with client expectations and organizational objectives.
• Establish and optimize project delivery frameworks that support effective planning, resource management, quality, and successful project execution from contract handoff through completion.
• Monitor project performance, mitigate delivery risks, and drive continuous improvement through standardized best practices, process optimization, and lessons learned to enhance client satisfaction and operational excellence.
• Lead strategic workforce and capacity planning to align resources with current and future client demand while supporting operational excellence.
• Optimize resource allocation and staffing strategies by balancing expertise, utilization, professional development, and organizational priorities.
• Partner with leadership to forecast resource needs, identify capacity risks, and develop scalable staffing solutions, including hiring, contractors, and strategic partnerships.
• Strengthen organizational resilience through knowledge sharing, cross-training, and workforce planning that supports sustainable growth.
• Champion an exceptional client experience by establishing consistent communication, project governance, and engagement practices throughout the client lifecycle.
• Partner with project teams and account leaders to proactively manage delivery risks, resolve complex client issues, and ensure successful project outcomes.
• Build and strengthen long-term client relationships by identifying evolving needs, coordinating delivery across engagements, and supporting opportunities for continued growth.
• Monitor client satisfaction and project outcomes to drive continuous improvement, ensure successful project closeout, and strengthen long-term partnerships.
• Lead continuous improvement initiatives that enhance operational efficiency, scalability, and service delivery across the organization.
• Develop and optimize business processes, systems, and governance to improve collaboration, consistency, and operational performance while supporting the flexibility required for scientific work.
• Drive the adoption of technology, automation, and operational best practices that improve efficiency, reduce risk, and enhance the client and employee experience.
• Foster a culture of continuous improvement by measuring process effectiveness and empowering teams to identify and implement innovative operational solutions.

What Success Looks Like

• The Director of Professional Services & Operations has established a strong operational foundation by implementing consistent service delivery processes, improving project visibility, building client relationships, and building a high-performing, accountable team.
• Resource planning and forecasting are more proactive, key operational improvements have been launched, and standardized tools and governance are driving greater consistency and efficiency across projects while maintaining a high level of client satisfaction and scientific excellence.

12 Months After Hire

• The Director of Professional Services & Operations has built a scalable, high-performing Professional Services organization that consistently delivers exceptional client outcomes as a trusted partner.
• Standardized delivery practices, resource planning, and operational processes are fully integrated, resulting in improved project performance, client satisfaction, and operational efficiency.
• The team demonstrates strong accountability, collaboration, and continuous improvement.

18-24 Month Roadmap

• Growth for the Director of Professional Services & Operations offers the opportunity to establish a mature, scalable, and financially sustainable Professional Services organization.
• Delivery governance, financial oversight, quality management, and operational risk practices are fully embedded into day-to-day operations, resulting in predictable project execution, improved profitability, and increased client satisfaction.
• Strong collaboration across Business Development, Finance, Engineering, and Delivery teams has created seamless transitions from proposal through project completion, while standardized processes, operational reporting, and governance provide leadership with clear visibility into performance and future capacity.
• The organization is well-positioned to support continued growth through a culture of operational excellence, continuous improvement, regulatory readiness, and trusted client partnerships.

Qualifications

• Bachelor’s degree in Business Administration, Operations Management, or related field (Master’s preferred).
• 7–10+ years of experience in operations, program management, or related roles in a services organization.
• 3–5+ years of leadership experience managing teams and cross-functional initiatives.
• Proven ability to design and implement operational processes and systems to scale.
• Strong analytical, organizational, and problem-solving skills.
• Experience operating a scientific, technical, engineering, consulting, or professional services organization.
• Ability to work with highly specialized scientific and technical employees.
• Comfort operating in an environment where discovery is inherent.
• Strong communication, problem solving, and change-management skills.
• Experience managing cross-functional initiatives.
• Familiarity with process improvement methodologies (Lean, Six Sigma, EOS).
• Experience in high-growth or scaling organizations.
• Experience working in regulated environments (e.g., CLIA, CAP, ISO).
• Project and portfolio management skills.
• Experience with resource planning and utilization management.
• Understanding of project economics, pricing assumptions, margins, and forecasting.

Benefits

• Competitive Compensation
• Paid Time Off
• Fully remote work (Must be located in the US and able to provide employment eligibility - does not offer sponsorship at this time)
• Company supplied phone and computer
• Medical, Dental, Vision coverage/stipend
• 401(k) with company match
• Flexible Spending Accounts
• Employee Assistance Program
• Employee Discount Program