Director of Operations

Generating unique and practical ideas to make complex simple. About 108 ideaspace At 108 ideaspace, you'll be part of a dynamic, purpose-driven team dedicated to empowering nonprofits, associations, and regulators through transformative technology and design. We seek candidates who thrive in environments of continuous learning, value meaningful client relationships, and are driven by delivering exceptional outcomes. If you have a passion for leveraging innovative solutions like AI to amplify positive impact, and align with our core values—care, solution‑orientation, quality excellence, accountability, and continuous growth—then 108 ideaspace is the place for you to make a significant difference while growing professionally. Role Overview The Director of Operations is responsible for end‑to‑end delivery performance, operational governance, and client outcomes across 108 ideaspace. This role owns how work gets delivered across different geographies (Canada, US, India), ensuring predictable execution, strong client satisfaction, and scalable operations. This is a senior leadership role focused on systems, accountability, and outcomes. This role acts as the executive escalation point and system owner for delivery and support, rather than the primary owner of day‑to‑day client relationships or project execution. The Director of Operations also provides governance oversight for product development, ensuring product priorities align with client needs, delivery capacity, and business goals. Operational Leadership & Governance Own and continuously improve firm‑wide operational practices across client delivery, client support, quality and performance management. Establish and enforce delivery standards, escalation paths, and performance metrics. Ensure effective collaboration and consistent delivery practices between teams split across geographies. Ensure tight operational alignment between the PMO, Delivery teams (including Consultants, Developers, Architects and QAs), and Managed Services to enable predictable delivery, strong client outcomes, and smooth transitions between project and ongoing support models. Partner with delivery leadership to identify delivery risks, protect client renewals through strong execution, and confirm operational readiness before expanding client scope. Establish and monitor operational KPIs related to utilization, margins, delivery quality, and client satisfaction. Weekly and monthly reporting to leadership. Onboard and work with the Offshore Delivery Head, providing clear priorities and governance without micromanagement. Oversee PMO governance, capacity planning, and delivery performance reporting. Managed Services Experience Ownership Act as executive sponsor and escalation owner for client engagements. Ensure strong client outcomes across both production and support engagements. Step in selectively during escalations to stabilize delivery and client confidence. Own the support operating model, SLAs, and escalation framework. Onboard and work with the Support Manager to ensure consistent, high‑quality support experiences. Monitor support trends, root causes, and client satisfaction to drive continuous improvement. Own operational performance, including utilization, margins, and delivery efficiency. Partner with leadership on forecasting, resourcing, and growth planning. Ensure operational decisions support sustainable scale. Product Governance (Non‑Hands‑On) Provide oversight of product roadmap governance and prioritization. Ensure product decisions align with delivery capacity, client demand, and commercial goals. Support the Product Manager in balancing client needs, operational realities, and strategic priorities. This role does not act as a dedicated Head of Product or day‑to‑day product manager. Qualifications 10+ years in operations, delivery leadership, or senior consulting roles. Experience managing distributed and offshore delivery teams. Strong background in professional services, digital delivery, or CRM‑based solutions. Proven ability to manage complexity without becoming a bottleneck. Excellent leadership, communication, and escalation management skills. What does success look like? Delivery is predictable, scalable, and resilient. Teams operate with clear accountability and minimal dependency on individuals. Operations enable growth instead of constraining it. What do we look for? Alignment with our values. Great problem‑solving skills. Excellent written and verbal communication skills. Proven success in contributing to a team‑oriented and remote environment. Proven ability to work creatively and analytically in a problem‑solving environment. Comfort working in a digital services and technology consulting environment. Demonstrated leadership, teamwork and collaboration in a professional setting. Willingness to travel. This position is only open to applicants with the legal right to work in Canada. IMPORTANT: Pls answer a few questions at to complete your application process. More about 108 ideaspace at Seniority Level Director Employment Type Full‑time Job Function Management and Manufacturing Industries Business Consulting and Services #J-18808-Ljbffr