Director of Operations

Director of Operations Vancouver, BC OTE: $160,000 to $200,000 | Base: $120,000 to $150,000About The BullpenThe Bullpen builds and operates outbound sales development teams for B2B companies.We have grown revenue by more than 200% year over year. Today, we have approximately 30 employees, 30+ active clients and relationships with multiple Fortune 500 companies and high growth technology companies.We got here by moving quickly, holding a high standard and figuring things out as we grew.That got us to this stage. We are trying to get to the next one.We are hiring a Director of Operations to build the operating system required to scale The Bullpen toward 60 to 90 employees and another location without losing our speed, standards or culture.This is not a project coordination role. It is also not a mandate to take over the daily responsibilities of our existing managers.Our managers will continue to lead and coach their teams. Your job is to build the structure around them, create visibility across the company and hold the operation accountable for results.You will report directly to the Founder and CEO.What You Will Own

• Build and run the company’s weekly and monthly operating cadence across client delivery, client success, hiring, capacity and leadership.
• Turn company priorities into clear owners, deadlines, scorecards and follow through.
• Create one reliable view of client health, rep performance, delivery risk, capacity and forecast.
• Build and maintain scorecards that give leadership clear visibility into which reps, teams and managers are performing and where intervention is required.
• Standardize the critical workflows including client onboarding, campaign launch, reporting, escalation, performance management and account recovery.
• Develop BDR Managers, Team Leads and other leaders, including managers who are relatively new to leadership, while holding them accountable for outcomes.
• Bring structure and accountability to client success and delivery, ensuring issues are identified and addressed before they become larger problems.
• Build workforce and account capacity plans tied to launches, productivity, attrition and growth.
• Partner closely with Finance and the CEO to build scalable, repeatable processes, protect gross margin, improve operating leverage and make better resourcing decisions.
• Build the operating playbook for the next location and move routine decisions out of the CEO’s hands.
• Help establish the infrastructure required to prevent the business from repeatedly hitting a growth ceiling, reaching 30 to 35 employees and then losing momentum.What Success Looks LikeWithin Your First 90 Days
• A single weekly operating scorecard is live, trusted and used by every functional leader.
• Leadership ownership and decision rights are documented and routine issues are resolved at the right level.
• Every at risk client or delivery issue has a named owner, next action and recovery plan.
• A rolling 90 day capacity and hiring forecast is in place before staffing becomes an emergency.
• Core onboarding, launch, escalation and performance management workflows are documented and consistently followed.
• Clear visibility exists into rep performance, manager performance, client health, capacity and delivery risk.Within Your First 12 Months
• Delivery, client retention, workforce capacity and manager performance are improving against agreed quarterly targets.
• Managers run the operating cadence, solve problems earlier and require materially less CEO intervention.
• Client launches and critical hires are supported by clear capacity, ownership and readiness plans.
• The business has better margin visibility and makes resourcing decisions using consistent unit economics.
• Scalable, repeatable operating processes are established across the company and in partnership with Finance.
• The Bullpen has a tested playbook to scale toward 60 to 90 employees and open its next location without lowering standards.What We Are Looking ForYou Must Have
• 7+ years in operations, service delivery or a related operating role, including at least 3 years leading or developing managers.
• Experience managing and developing new managers, including people who are themselves relatively new to leadership.
• Evidence that you helped a small, people intensive business scale through a meaningful growth stage, ideally taking a company from an early stage team toward 100+ employees, rather than simply maintaining an established operation.
• Direct ownership of client delivery, customer success, workforce planning, performance management and operational forecasting.
• Strong financial judgment across utilization, capacity, unit economics and margin.
• A record of building operating systems, scorecards and cadences that leaders actually used.
• Experience translating company priorities into clear execution across multiple functions.
• A direct, calm and evidence based leadership style, including the confidence to challenge the CEO when the facts support it.Strong Advantages
• Experience in an agency, BPO, outsourced sales, recurring revenue service or similarly fast moving client environment.
• Experience opening a second location or scaling across multiple offices.
• Experience operating inside a founder led company where the infrastructure was still being built.
• Experience in customer success or client services within a high growth environment.
• Experience building scalable operating processes in a company moving from approximately 30 employees toward 100+ employees.The ChallengeThe Bullpen is at an important inflection point.We have proven that we can grow quickly. The next challenge is building the infrastructure that allows us to scale consistently rather than hit a growth ceiling.We are looking for someone who can identify the bottlenecks before they become problems, build repeatable systems around them, develop the managers responsible for execution and create the visibility required for leadership to make better decisions.You will be expected to operate with a high degree of ownership. You should be comfortable walking into an environment where not everything is figured out yet and building what is missing.You will not succeed here if you need mature corporate infrastructure, avoid hard conversations, confuse activity with results or wait for the CEO to identify every problem.Why Join The Bullpen
• We are profitable and growing more than 200% year over year.
• We work with multiple Fortune 500 companies and ambitious technology businesses.
• You will work alongside an established frontline leadership team.
• You will have direct access to the Founder and CEO and a genuine mandate to make decisions.
• You will build the company’s operating system rather than inherit someone else’s.
• You will play a critical role in scaling the company through its next major growth stage.
• If you succeed, there is a credible path toward Head of Operations or COO as the company scales.Compensation: $120,000 to $150,000 base salary with $160,000 to $200,000 OTE, depending on experience.#dylanhorgan #thebullpen