Help us build the next chapter.

Director of Operations (Remote)

Remote · Full-Time · Location: Remote | Knoxville, TN a Plus
Salary: $90,000 to $120,000 + Performance Bonus

The Opportunity

We're looking for a Director of Operations to help lead the next stage of growth for a rapidly scaling managed IT services provider (MSP) serving the financial services industry.

The business has grown from $2.1M in annual revenue and is on pace to reach $2.7M this year, with plans to scale to $5M–$6M over the next few years. To support that growth, we expect to double the size of the team within the next 12 months.

This is a strategic leadership role for someone who enjoys building organizations—not just managing them. You'll work directly with the founder to create the systems, processes, and operational structure needed to scale efficiently while allowing leadership to focus on growth and strategy.

What You'll Do

• Build and improve operational systems that support rapid company growth.
• Partner directly with the founder to execute strategic initiatives.
• Develop scalable processes across the organization.
• Create accountability through documentation, KPIs, and operational reporting.
• Start by doing. Today this role is hands-on in the daily work — and we're right at the pivot point where that has to change. As we scale, you'll move quickly from doing the work to building the team and processes that do it.
• Own outcomes, deadlines, and timelines completely — without owning the doing. Delegate heavily, walk people through processes, and chase status in a way that removes bottlenecks rather than putting people on the defensive.
• Build, coach, and hold accountable a growing operations team, mentoring early-career people until they fully own their functions.
• Improve cross-functional communication and execution.
• Identify operational bottlenecks and implement long-term solutions.
• Help build the infrastructure needed to support a company doubling in size.
• Establish repeatable processes that improve efficiency and customer experience.

Areas You'll Own

This is a service delivery leadership role. You won't be expected to be the deepest technical expert in the room, but the operational core of the business — what the MSP industry calls service delivery — is yours:

• Service coordination and dispatch
• Help desk and escalation oversight
• Quoting, procurement, and vendor management
• Process documentation
• Operational KPIs and, over time, the operations P&L

What We're Looking For

Required Experience

• Experience leading operations within a high-growth company.
• Demonstrated success building systems, processes, and organizational structure.
• Experience helping companies scale through periods of rapid growth.
• Strong project management and execution skills.
• Ability to balance strategic thinking with hands-on execution.
• Comfortable working directly with founders and executive leadership.
• A product person in operations — technical enough to understand VLANs and the OSI model and to credibly lead a help desk, without needing to be the deepest engineer in the room. Technical fluency is a prerequisite for doing the job well, not the job itself.
• Demonstrated people leadership: comfortable setting expectations, having hard conversations, and holding a team accountable.

Ideal Background

• Experience in an MSP, IT services, or other high-growth services company.
• Proven track record supporting organizations through significant revenue and headcount growth.
• Experience implementing operational frameworks, metrics, and accountability systems.
• Strong business acumen across multiple departments rather than expertise in a single function.

Compensation

• Base Salary: $90,000 to $120,000 + Performance Bonus
• Full medical, vision, and dental coverage
• Relocation reimbursement available for candidates willing to relocate to Knoxville
• Significant opportunity to grow alongside the company

Why This Role?

This isn't a role where you'll inherit a mature operational machine. You'll help build it.

If you've successfully scaled companies before and enjoy creating structure from growth, you'll have the opportunity to make a measurable impact on every part of the business. The right person will become a key member of the leadership team and play a major role in helping the company scale from $2.7M today to $5M–$6M and beyond.

Interview Process

Candidates should be prepared to discuss how they would approach their first 90 days in the role. We're looking for someone who can bring ideas, challenge assumptions, and develop a practical plan for scaling the business.