[Remote] Director of Operations

Note: The job is a remote job and is open to candidates in USA. OneNotary is a fast-growing SaaS company transforming the notary industry by providing secure and accessible online notarization services. The Director of Operations will lead and scale the nationwide notary network, ensuring high-quality service and operational excellence while collaborating with various departments to optimize processes and support growth.ResponsibilitiesLead and scale OneNotary’s nationwide notary network workforceApply systems-thinking to develop and implement workforce strategies that develop a high performing notary networkOwn workforce planning, capacity forecasting, and recruiting to maintain strong, consistent service levels across the full networkBuild and manage performance standards, engagement programs, and retention strategiesEstablish training, certification, and onboarding programs ensuring consistent standards of professionalism, compliance, and customer serviceImplement quality assurance processes including audits, session reviews, coaching, and performance monitoring across all workforce segmentsEnsure adherence to state-specific notary laws and Remote Online Notarization (RON) regulations across all jurisdictionsProactively identify compliance risksTrack operational KPIs and drive continuous improvements in efficiency, quality, and customer satisfactionBuild and maintain dashboards and reporting frameworks to give leadership visibility into operational health across both workforce segmentsLead escalation management for high-priority client or notary issues, ensuring fast and professional resolutionPartner with Product and Engineering to improve tools, workflows, and the platform experience for notaries and customersCollaborate with HR and People Operations to ensure employee-facing programs, benefits administration, and performance management are well-designed and scalableCollaborate with Customer Success on client feedback loops to surface operational improvement opportunitiesRepresent operations in strategic planning discussions and contribute to company-wide OKRsSkills10+ years of leadership experience in operations, customer experience, or service deliveryDemonstrated experience managing a blended workforce of W-2 employees and independent contractors, including an understanding of the legal and operational distinctions between the twoExperience building and managing distributed or remote teams at scaleStrong background in training program development, quality management, and operational process improvementDemonstrated experience in regulated industries such as legal tech, fintech, compliance-driven SaaS, or professional servicesData-driven leader with the ability to define metrics, build dashboards, and turn insights into actionStrong cross-functional collaboration skills; comfortable working alongside Product, Engineering, Legal, and HR teamsExcellent communication skills with the executive presence to represent operations at the leadership levelDirect experience with Remote Online Notarization (RON) platforms or notary operationsFamiliarity with state-specific notary regulations and multi-jurisdiction compliance frameworksExperience managing vendor or platform-enabled contractor networks at scaleFamiliarity with worker classification regulations and best practices for managing mixed-workforce modelsBackground in change management and scaling operations through high-growth phasesProficiency with workforce management tools, HRIS systems, CRM platforms, and operational analytics tools (e.g., Tableau, Looker, or similar)BenefitsCompetitive compensation including base salary, performance bonus, and equity participation.Comprehensive benefits package including health, dental, vision.Company OverviewOneNotary: The Highest-Quality Notary Service for Modern Enterprise It was founded in 2020, and is headquartered in Mill Valley, California, USA, with a workforce of 51-200 employees. Its website is https://onenotary.com/.