Director of Operations & Product Delivery

Director of Operations & Product Delivery

The Director, Operations & Product Delivery is a client‑facing leadership role responsible for managing day‑to‑day recruitment operations and driving the evolution of [Employer hidden — view at passion-project.co.uk]’s internal technology products and tools. This hybrid position combines operational excellence, product ownership, and cross‑functional leadership. The successful candidate will bring rich experience in recruitment operations, own the product roadmap, translate user needs into prioritised requirements, and work closely with engineering to deliver features that elevate client outcomes, increase efficiency, and support scalable growth.

Key Responsibilities

• Client‑Facing Operations Leadership
• Serve as the primary operational contact for clients, ensuring a high‑quality and consistent experience.
• Build and maintain strong, trust‑based client relationships through clarity, reliability, and proactive communication.
• Manage the recruitment team and oversee all client operations post-implementation (post 90 days).
• Allocate and distribute work efficiently across the recruitment team to optimise delivery and quality.
• Maintain full accountability for operational performance, service standards, and client revenue impact.
• Recruitment & Delivery Oversight
• Oversee all stages of the recruitment process to ensure consistency and excellence.
• Deliver full‑cycle (360) recruitment services, including job offers and senior hiring assignments.
• Lead or co‑lead senior hiring projects as needed.
• Review candidate scorecards, hiring feedback, and recruitment outcomes for continuous improvement.
• Partner closely with the Talent Strategy & Forward Deployed Head to align operational delivery with client goals.
• Own the product roadmap for [Employer hidden]’s internal and client‑facing tools, ensuring alignment with business goals and operational needs.
• Translate client feedback, recruiter workflows, and market insights into clear product requirements and prioritised feature backlogs.
• Help with quarterly and annual roadmap planning, ensuring transparency and cross‑functional alignment.
• Define success metrics and evaluate product performance using data‑driven insights.
• Ensure product decisions balance client value, operational efficiency, and technical feasibility.
• Serve as the primary operational and business counterpart to the Engineering and Tech teams.
• Collaborate closely with engineers to scope features, and clarify requirements.
• Communicate roadmap priorities and release expectations clearly across global teams.
• Ensure seamless integration between operational processes and technical systems.
• Performance, Reporting & Compliance
• Manage and publish operational performance dashboards and reporting (daily, weekly, and ad hoc).
• Oversee the client billing process to ensure compliance with established Tech templates.
• Analyse key operational metrics and identify areas for improvement.
• Ensure precision and accuracy in all reporting, process management, and client documentation.
• Drive process innovation and operational improvement across the business.
• Implement scalable systems and workflows to support new client onboarding and growth.
• Develop and maintain call and video quality auditing frameworks.
• Foster a culture of experimentation, learning, and operational excellence.
• Lead, coach, and develop the Operations Team.
• Create clear development pathways and provide structured feedback to support professional growth.
• Promote a culture of accountability, teamwork, and ownership.
• Mentor team members to deliver world‑class client outcomes and uphold [Employer hidden]’s standards.
• Cross‑Functional Collaboration
• Work closely with the Tech and Engineering teams to ensure strong alignment between product development and operational needs.
• Act as the voice of the user—recruiters, clients, and operations—in product discussions and technical decision‑making.
• Partner with Talent Strategy, Sales, and Operations to gather insights, validate requirements, and ensure new releases support both current and future client needs.
• Support new client acquisition and onboarding with product expertise and demonstrations as needed.
• Work across global teams to share best practices and maintain delivery consistency across regions.

Required Skills and Experience

• Proven experience in operations management within recruitment, RPO, or talent delivery environments.
• Strong track record managing client‑facing operations with commercial and revenue accountability.
• Demonstrated ability to lead distributed or global teams.
• Excellent interpersonal and communication skills, confident, personable, and client‑centric.
• High attention to detail and a focus on operational precision.
• Strong analytical and reporting capability, with a data‑driven approach to decision‑making.
• Experience working within tech‑enabled or AI‑driven recruitment models is an advantage.
• Ability to translate complex operational workflows into clear product requirements.
• Comfortable using analytics and feedback loops to drive product decisions.
• Technical fluency sufficient to collaborate deeply with engineering teams.
• Entrepreneurial mindset with the ability to adapt, innovate, and problem‑solve.
• Demonstrated commitment to continuous improvement and growth.
• Willingness and ability to travel as required.

Key Attributes

• Personable and client‑focused, with exceptional relationship‑building skills.
• Entrepreneurial thinker who thrives in a fast‑paced, startup environment.
• Detail-oriented with a structured, methodical approach to operations.
• Growth mindset, constantly learning, evolving, and improving.
• Accountable, proactive, and driven to deliver results.
• Comfortable managing ambiguity and leading through change.
• Passionate about innovation, technology, and operational excellence.