Account Director Operations

Key Responsibilities 1. Account Ownership & Client Leadership Own P&L responsibility for assigned accounts Act as the single point of accountability for delivery, escalation, and outcomes Build long-term client relationships at CXO / senior management level Lead quarterly business reviews (QBRs) with measurable outcomes Identify risks early and course-correct before they become escalations 2. Operational Delivery & Execution Ensure projects are delivered on time, within scope, and within budget Drive operational discipline across project management, documentation, and governance Enforce delivery standards, SLAs, and quality benchmarks Resolve delivery bottlenecks decisively—no dependency paralysis 3. Team & Resource Management Lead cross-functional teams (PMs, consultants, analysts, developers, vendors) Own capacity planning, utilization, and productivity metrics Coach underperformers or replace them—this role is not about tolerance Build second-line leadership to reduce founder dependency 4. Financial & Commercial Control Monitor billing, collections, revenue recognition, and margin leakage Control scope creep and ensure commercial protections are enforced Work closely with finance on forecasts, invoicing accuracy, and cash flow Drive upsell, cross-sell, and expansion opportunities within existing accounts 5. Process & Scale Standardize operational playbooks across accounts Improve efficiency through process redesign, automation, or tooling Reduce firefighting by fixing root causes, not symptoms Prepare accounts and teams for scale without quality drop Key Metrics for Success (Non-Negotiable) Client retention & renewal rate On-time project delivery Gross margin per account Billing accuracy & collections cycle Team utilization & attrition Escalation frequency and resolution time Required Experience & Skills Experience 8–12+ years in account management, operations, or delivery leadership roles Proven experience owning large, complex client accounts Strong background in services, consulting, technology, or ERP/enterprise delivery Experience managing multi-project, multi-stakeholder environments Skills Strong operational thinking with commercial awareness Ability to have hard conversations with clients and internal teams Financial literacy: margins, cost control, forecasting Excellent executive communication—clear, structured, no fluff High ownership mindset: you fix problems, you don’t forward them