Director of Operations

CultureAlly is one of the fastest-growing Diversity, Equity, and Inclusion (DEI) and workplace education companies in the world.
We help organizations create more inclusive workplaces through Training, Consulting, and eLearning solutions.
We've worked with industry leaders like McDonald's, Google, HelloFresh, and Habitat for Humanity, and we're just getting started!

As we continue scaling, we need a Director of Operations to own, manage, and elevate our entire delivery function spanning Training, Consulting, and eLearning.
This role is critical to ensuring our services are impactful, our teams operate efficiently, and our client engagements are seamless and successful.

You will be reporting directly to Ashley Kelly, Founder and CEO of CultureAlly.
Your senior leadership experience will enable the organization to continue its rapid growth trajectory.

What You'll Do:
Leadership & Strategy

• Lead and oversee all service delivery functions across Training, Consulting, and eLearning, ensuring seamless execution and continuous improvement.
• Build and maintain a high-performing department by optimizing team composition, fostering a culture of accountability, and providing strong leadership.
• Act as a strategic partner to executives and cross-functional teams, driving operational excellence, innovation, and business growth.
• Develop and implement capacity planning strategies to support scaling, maintain service quality, and optimize resource allocation.
• Provide clear expectations, structured coaching, and professional development opportunities to managers and their teams, ensuring strong leadership across departments.
• Cultivate a collaborative and engaged team culture that enhances retention, aligns with company values, and fosters long-term success.
• Oversee project execution across global clients, ensuring deliverables are completed on time, within scope, and at the highest quality standards.
• Align service delivery operations with long-term business objectives, ensuring efficiency, profitability, and sustainable growth for CultureAlly.
• Work closely with Product & Tech teams to enhance ConnectED platform functionality, ensuring a seamless learning experience.

Learning & Development Team Responsibilities

• Lead the growth and evolution of CultureAlly's eLearning and Training offerings, ensuring we scale effectively while delivering measurable impact.
• Expand compliance learnings to align with industry regulations and employer needs, ensuring our offerings remain competitive and indispensable.
• Identify and launch new eLearning and Training topics based on client demand, workplace trends, and emerging DEI challenges.
• Develop and differentiate proprietary learning path models that showcase CultureAlly's expertise, integrating case studies, real-world applications, and interactive learning elements.
• Strengthen our facilitator network and ensure we maintain a diverse, high-quality talent pool of expert trainers.

Consulting Team Responsibilities

• Oversee DEI Consulting Projects, ensuring on-time, in-scope, and high-quality delivery that meets client expectations.
• Capacity planning for projects and team resources, ensuring optimal allocation of consultants based on expertise, workload, and project demands.
• Develop and refine new consulting offerings, ensuring we stay ahead of industry trends and expand our value to clients.
• Provide strong leadership & coaching to the consulting team, particularly in client management, executive presence, and stakeholder engagement.
• Own renewal strategy and upsell/cross-sell opportunities, ensuring consulting projects drive ongoing client partnerships and expanded contracts.
• Be client-facing & capable of presenting to executives, reinforcing CultureAlly's expertise and thought leadership in DEI consulting.
• Hire, manage, and retain top consulting talent, ensuring we build a strong, scalable, and high-performing team.

Operational Excellence & Process Optimization

• Streamline internal operations & scheduling, leveraging automation to reduce admin burden and increase efficiency.
• Ensure seamless execution of each product, according to its unique characteristics.
• Improve internal documentation & processes, creating a playbook for execution at scale.
• Own forecasting & capacity planning, ensuring facilitators, consultants, and contractor resources are optimized to handle client demand efficiently.
• Develop a structured approach to hiring and talent retention, ensuring we build a high-performing, engaged team while keeping delivery scalable.
• Establish clear KPIs to measure eLearning, training, and consulting success.

Client Relationships

• Partner with Sales to ensure training leads to renewals, repeat business, and upsell opportunities.
• Work with marketing to promote thought leadership & case studies showcasing the impact of our training.
• Manage client escalations proactively, leveraging strategic problem-solving to ensure satisfaction and drive renewals.
• Work with Sales to identify upsell and cross-sell opportunities for eLearning within existing client accounts.
• Work with Sales and Leadership to develop/refine pricing models for off-the-shelf, and custom modules to maximize revenue.
• Expand certifications & accreditations that increase module credibility and value.
• Own renewal strategy and upsell/cross-sell opportunities, ensuring projects drive ongoing client partnerships and expanded contracts.

Who You Are

• 10+ years of experience in service delivery, client management, and team leadership
• 5+ years of global experience in the Diversity, Equity, Inclusion industry
• Experience managing multiple teams and department leads
• Proven learning and development experience with client-facing strategy & consulting
• Strong background in capacity planning, forecasting, and resourcing for project-based work
• Expert problem solver who thrives in a fast-growing, fast-changing environment
• Tech-savvy, with experience working in digital-first environments
• Ability to identify risks early and implement effective mitigation strategies
• Proven track record of working in startups and high growth companies

Key Skills & Competencies

• Leadership & People Management - Ability to motivate, mentor, and scale teams while maintaining high performance
• Strategic Thinking & Decision-Making - Align delivery operations with overall business goals
• Stakeholder & Client Management - Strong skills in executive relationship management and client retention