[Remote] Director of Operations

Note: The job is a remote job and is open to candidates in USA. Robots & Pencils is an applied AI engineering firm that designs and ships AI co-workers for enterprise operations. They are seeking a Director of Operations to enhance systems and processes that support the company's growth, focusing on operational setup, process improvement, and financial management.

Responsibilities

• Lead the operational setup and go-to-market infrastructure for a managed services offering, partnering with sales, delivery, and finance to design scalable service models, SLAs, and supporting processes
• Define and implement KPIs and benchmarking frameworks across delivery, talent, and finance that give leadership clear, consistent visibility into business health and performance trends
• Partner with the VP of Operations, COO, and senior leadership to identify strategic opportunities, shape operational initiatives, and translate business priorities into executable plans
• Identify and eliminate operational bottlenecks across the firm by redesigning workflows, standardizing processes, and creating playbooks that improve consistency and quality at scale
• Implement AI-powered tools and automation into administrative processes, with a focus on talent acquisition (sourcing, screening, scheduling) and talent experience (onboarding, engagement, offboarding)
• Champion a culture of continuous improvement across operations, using data and feedback loops to drive iterative enhancements
• Own end-to-end implementation and ongoing oversight of the firm’s PSA (Professional Services Automation) platform, ensuring it supports accurate project tracking, resource planning, utilization reporting, and billing workflows
• Oversee the HRIS system, partnering with the talent team to ensure data integrity, compliance, and seamless integration across people operations
• Lead the design and deployment of Slack automations that streamline internal workflows, reduce administrative overhead, and improve cross-functional coordination
• Drive compliance-side readiness for AWS GenAIIC certification, coordinating across teams to document controls, meet requirements, and maintain certification standards
• Manage IT cost strategy across applications and AI token consumption, identifying optimization opportunities and establishing governance frameworks that balance capability with spend
• Partner with finance and practice leads to review and validate billing rates and delivery costs, ensuring pricing reflects market positioning, margin targets, and competitive realities
• Develop and maintain practice- and vertical-level reporting standards that give leadership accurate, actionable financial visibility across the business
• Implement and manage Work-in-Progress (WIP) tracking processes that improve revenue recognition accuracy, reduce billing lag, and surface project financial risk early
• Design and build a Lifetime Value (LTV) and Customer Acquisition Cost (CAC) model for the sales team, enabling data-driven decisions on client investment, pipeline prioritization, and go-to-market strategy
• Partner with internal functional leaders to successfully integrate acquired company’s commercial, operations, technology, finance, and talent systems into Robots and Pencils’ existing systems
• Lead full integration planning, including managing and coordinating workstreams, day-to-day tracking, and synergy planning
• Usher change management into the new organization

Skills

• 3+ years of experience in operations or strategy roles
• Demonstrated experience owning and implementing business-critical systems
• Strong financial acumen, including hands-on experience with revenue reporting, cost management, WIP tracking, and building analytical models (LTV, CAC, margin analysis)
• Experience designing and deploying KPI frameworks and operational dashboards that translate complex data into clear business intelligence
• Proven ability to design and scale operational processes in distributed, multi-geography organizations
• Hands-on experience with workflow automation tools and AI-powered productivity tools
• Exceptional communication and stakeholder management skills, with the ability to influence across all levels of the organization
• Experience with professional services
• PSA platform (e.g., Certinia) experience

Benefits

• Paid time off
• Medical/dental/vision insurance
• 401(k) to eligible employees

Company Overview