[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.ResponsibilitiesLead 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 processesDefine and implement KPIs and benchmarking frameworks across delivery, talent, and finance that give leadership clear, consistent visibility into business health and performance trendsPartner with the VP of Operations, COO, and senior leadership to identify strategic opportunities, shape operational initiatives, and translate business priorities into executable plansIdentify and eliminate operational bottlenecks across the firm by redesigning workflows, standardizing processes, and creating playbooks that improve consistency and quality at scaleImplement 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 enhancementsOwn 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 workflowsOversee the HRIS system, partnering with the talent team to ensure data integrity, compliance, and seamless integration across people operationsLead the design and deployment of Slack automations that streamline internal workflows, reduce administrative overhead, and improve cross-functional coordinationDrive compliance-side readiness for AWS GenAIIC certification, coordinating across teams to document controls, meet requirements, and maintain certification standardsManage IT cost strategy across applications and AI token consumption, identifying optimization opportunities and establishing governance frameworks that balance capability with spendPartner with finance and practice leads to review and validate billing rates and delivery costs, ensuring pricing reflects market positioning, margin targets, and competitive realitiesDevelop and maintain practice- and vertical-level reporting standards that give leadership accurate, actionable financial visibility across the businessImplement and manage Work-in-Progress (WIP) tracking processes that improve revenue recognition accuracy, reduce billing lag, and surface project financial risk earlyDesign 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 strategyPartner with internal functional leaders to successfully integrate acquired company’s commercial, operations, technology, finance, and talent systems into Robots and Pencils’ existing systemsLead full integration planning, including managing and coordinating workstreams, day-to-day tracking, and synergy planningUsher change management into the new organizationSkills3+ years of experience in operations or strategy rolesDemonstrated experience owning and implementing business-critical systemsStrong 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 intelligenceProven ability to design and scale operational processes in distributed, multi-geography organizationsHands-on experience with workflow automation tools and AI-powered productivity toolsExceptional communication and stakeholder management skills, with the ability to influence across all levels of the organizationExperience with professional servicesPSA platform (e.g., Certinia) experienceBenefitsPaid time offMedical/dental/vision insurance401(k) to eligible employeesCompany OverviewAn Applied AI Engineering Partner building AI systems designed for enterprise velocity and measurable business impact. It was founded in 2009, and is headquartered in Calgary, Alberta, CAN, with a workforce of 51-200 employees. Its website is https://robotsandpencils.com/.