Director of Operations, Records & Document Services
hace 25 días
Madison Heights
Job Description:\n\nDirector of Operations – Records & Document Services\nCompany: Graphic Sciences, Inc., a division of Intellinetics, Inc.\nReports To: President & CEO, Intellinetics, Inc.Location: Detroit, Michigan (Onsite)Employment Type: Full-time, ExemptBase Salary: $150,000–$175,000 annually\nTarget Annual Bonus: 10% of base salary\nPosition Summary:\nGSI, a division of Intellinetics, is seeking an experienced Director of Operations – Records & Document Services to lead its Detroit-area records management, document services, and warehouse operations. Reporting directly to the President & CEO, this senior leader is accountable for overall operating performance, including daily operations, workforce management, state and municipal contract performance, regulatory compliance, customer service, safety, financial results and forecasting, facility and lease management, continuous improvement, automation, and support of customer retention and growth.\nThe Director of Operations will lead a workforce of approximately 100 employees, including approximately 80 hourly and 20 salaried team members. The successful candidate will be a highly visible, hands-on operating leader with demonstrated strength in managing complex state and local government contracts, negotiating commercial and operational agreements, leading labor-intensive operations, building accurate operating forecasts, improving margin and productivity, managing facilities and leases, developing leaders, and driving measurable transformation while maintaining a highly compliant workplace and strong customer relationships.\n\nIntellinetics is a publicly traded SaaS workflow automation and information-management company that helps organizations manage, store, protect, and modernize critical documents and data. In addition to its IntelliCloud® content-management platform, the company provides business-process outsourcing, document and micrographics scanning, and records-storage services. GSI has served Michigan municipalities since 2002, developing long-standing customer relationships with state and local government organizations.\nKey Responsibilities:\nOperational Leadership\n\nProvide overall leadership and direction for warehouse, records-storage, document-handling, scanning, retrieval, transportation, and related facility operations.\nEnsure customer records and materials are received, stored, tracked, retrieved, transported, and disposed of accurately, securely, and efficiently.\nEstablish operating priorities, staffing plans, performance expectations, and service standards.\nMonitor workflow, capacity, labor utilization, productivity, quality, turnaround times, and customer-service performance.\nIdentify and implement process improvements that increase efficiency, strengthen controls, reduce operating costs, and support business growth.\nMaintain appropriate inventory controls, chain-of-custody procedures, and documentation throughout the records-management lifecycle.\nOversee facility maintenance, security, emergency preparedness, equipment, vehicles, vendors, and other operational resources.\nServe as the operational owner for major state, municipal, and other public-sector contracts, ensuring service levels, staffing, reporting, compliance obligations, customer commitments, and renewal requirements are consistently met.\n\nWorkforce Leadership\n\nLead, develop, and hold accountable approximately 80 hourly and 20 salaried employees.\nManage department leaders, supervisors, and other salaried professionals responsible for daily operations.\nPartner with Human Resources on workforce planning, recruiting, onboarding, training, performance management, corrective action, employee relations, and retention.\nEstablish clear productivity, attendance, quality, safety, and customer-service expectations.\nBuild a culture of accountability, teamwork, professionalism, continuous improvement, and respect.\nEnsure supervisors effectively manage schedules, overtime, workload, employee performance, and daily communication.\nDevelop succession plans and strengthen the capabilities of the site’s leadership team.\n\nCompliance, Safety, and Agency Relations\n\nEnsure compliance with applicable federal, Michigan, Wayne County, Detroit, and other state and local requirements.\nMaintain effective working relationships with regulatory bodies, inspectors, fire officials, licensing authorities, and state and local government agencies.\nOversee compliance related to workplace safety, facility operations, transportation, records retention, document destruction, privacy, information security, and contractual requirements.\nMaintain readiness for customer, regulatory, safety, security, and operational audits.\nEnsure required permits, licenses, inspections, certifications, training, and operational records remain current.\nLead corrective actions resulting from inspections, audits, incidents, or identified compliance gaps.\nEnsure compliance with OSHA requirements and company safety policies, including incident reporting, investigations, training, emergency procedures, and preventive measures.\nProtect confidential and sensitive customer information through appropriate physical, operational, and administrative controls.\n\nCustomer and Sales Support\n\nServe as a senior operational contact for key customers, including municipalities, government agencies, and other regulated organizations.\nBuild strong customer relationships and ensure service commitments and contractual requirements are consistently met.\nPartner with Sales to support customer retention and expansion by identifying operational needs and opportunities, providing solution design, capacity, implementation, and pricing inputs, and supporting customer meetings and proposals. Commercial ownership remains with Sales.\nParticipate in customer meetings, facility tours, presentations, proposals, renewals, and requests for information or proposals.\nEvaluate the operational requirements, capacity, staffing, pricing considerations, and implementation needs associated with potential new business.\nTranslate customer requirements into effective, scalable, and compliant operational solutions.\nAddress escalated customer concerns promptly and implement sustainable corrective actions.\nRepresent GSI professionally in interactions with customers, community partners, and government agencies.\n\nFinancial and Performance Management\n\nOwn the facility operating budget and forecast, including revenue, gross margin, labor, overtime, vendor spend, capital needs, capacity, and other key operating drivers; explain variances and implement corrective actions when performance is off plan.\nTrack and report key performance indicators related to productivity, service levels, quality, safety, compliance, staffing, customer satisfaction, and financial performance.\nUse operating and financial data to identify risks, trends, and improvement opportunities.\nDevelop business cases and recommendations for staffing, equipment, technology, facility improvements, and capital investments.\nBalance customer-service requirements with cost management, regulatory obligations, and business-growth objectives.\nLead or materially support negotiation and administration of significant operational agreements, including customer and government contracts, facility leases, vendor agreements, equipment arrangements, and other commitments that affect cost, capacity, risk, or service delivery.\nDevelop and maintain accurate monthly, quarterly, and annual operating forecasts and capacity plans; use actual-versus-forecast performance to identify risks early and recommend actions to protect revenue, margin, service, and cash flow.\n\nContinuous Improvement and Operational Excellence\nA key mandate of this role is to lead the continued modernization and operational transformation of GSI and materially improve productivity and operating margin. This leader will establish standardized work, measurable production management, stronger workforce flexibility, improved work-in-process visibility, and increased use of technology and automation across the records-management lifecycle.\n\nEstablish and maintain standardized work, visual management, 5S and workplace organization, production controls, and daily management routines across all operational areas.\nDevelop measurable productivity and quality standards by process and workstation, using actual performance data to identify bottlenecks, capacity constraints, and improvement opportunities.\nActively manage work in process, capacity, staffing, and workflow across interconnected production processes to improve throughput, quality, and turnaround time.\nEstablish and maintain skills matrices, standardized training requirements, and structured cross-training programs across production functions.\nBuild a flexible workforce model that allows employees to be deployed where operational bottlenecks, changing work volumes, and customer demand require additional support.\nLead Lean and other process-improvement initiatives focused on eliminating waste, unnecessary handling, rework, waiting, movement, and manual administrative activities.\nIdentify and implement appropriate automation, equipment, systems, and technology investments that improve productivity, quality, traceability, visibility, and scalability.\nDevelop business cases for proposed operational investments and measure realized benefits against expected productivity improvements, cost savings, and return on investment.\nCreate a culture in which employees and leaders identify problems, recommend improvements, and take ownership of operational performance.\n\nDaily Management System\n\nEstablish and lead a tiered daily management system using visual production metrics, WIP levels, staffing, productivity, quality, service-level performance, and operational constraints to drive accountability and rapid problem resolution.\nImplement daily operating reviews and escalation routines that enable supervisors and managers to identify risks, address bottlenecks, reallocate labor, and resolve problems quickly.\nEnsure performance information is visible, accurate, timely, and consistently used to guide staffing and production decisions.\nHold operational leaders accountable for daily results, corrective actions, follow-through, and sustained performance improvement.\n\nRequired Qualifications\n\nApproximately 10 or more years of progressive experience in warehouse operations, records management, logistics, distribution, manufacturing, document services, or a comparable production environment.\nAt least five years of senior leadership experience managing a sizable hourly workforce and salaried leadership team.\nDemonstrated experience leading an operation with approximately 75–100 or more employees.\nDemonstrated success leading operational transformation, modernization, and continuous-improvement initiatives in a warehouse, production, logistics, or service-delivery environment.\nHands-on experience implementing standardized work, visual management, daily management systems, production controls, productivity standards, WIP management, and structured problem-solving practices.\nExperience developing skills matrices, standardized training programs, and cross-training strategies that improve workforce flexibility and enable labor to be deployed based on changing demand and operational bottlenecks.\nWorking knowledge of Lean principles, 5S, waste elimination, root-cause analysis, process mapping, and other operational-excellence practices.\nExperience evaluating and implementing automation, equipment, systems, or technology solutions that improve productivity, quality, traceability, and scalability.\nDemonstrated ability to develop business cases for operational investments and measure results against expected return on investment.\nStrong knowledge of regulatory compliance, workplace safety, facility requirements, audits, inspections, and interactions with state and local government agencies.\nDemonstrated experience managing complex state, municipal, or other public-sector contracts, including service-level compliance, performance reporting, renewals, customer governance, and issue resolution.\nDemonstrated contract-negotiation experience and strong commercial judgment, including customer or government agreements, vendor contracts, and physical facility leases or comparable real-estate/operational agreements.\nStrong financial planning and forecasting capability, including operating budgets, revenue and margin forecasts, labor and capacity models, capital planning, and variance analysis.\nExperience supporting customer retention, contract renewals, proposals, RFPs, pricing or scope changes, and business-development activities in a commercial and public-sector environment.\nDemonstrated ability to manage budgets, labor costs, productivity, service levels, gross margin, operating forecasts, and overall financial and operational performance.\nExperience developing supervisors and managers and addressing employee-performance and workforce challenges.\nStrong customer-facing, contract negotiation, commercial judgment, problem-solving, and relationship-management skills.\nAbility to handle confidential information and oversee operations involving sensitive customer records.\nStrong written, verbal, organizational, financial, and analytical skills.\nProficiency with warehouse, inventory, records-management, workforce-management, production-reporting, or related operational technology.\nBachelor’s degree in business, operations, supply-chain management, logistics, engineering, or a related field, or an equivalent combination of education and relevant experience.\n\nPreferred Qualifications\n\nLean Six Sigma Green Belt or Black Belt certification.\nExperience implementing a Lean management system or tiered daily management system.\nExperience leading a significant operational turnaround or technology-enabled transformation.\nExperience in records storage, document management, secure information handling, scanning, imaging, or business-process outsourcing.\nExperience working with municipalities, public-sector customers, or other regulated organizations.\nAdditional experience with government contracting, requests for proposals, service-level agreements, public procurement, and compliance-driven customer requirements.\nOSHA, supply-chain, records-management, or project-management certification.\n\nLeadership Competencies\n\nVisible and hands-on operational leadership\nSound judgment and personal accountability\nRegulatory and risk-management orientation\nStrong financial and commercial awareness\nDisciplined forecasting, contract management, and negotiation capability\nCustomer-focused decision-making\nAbility to lead effectively across hourly and salaried employee populations\nClear communication and relationship-building\nContinuous-improvement mindset\nAbility to balance safety, quality, service, cost, and growth\n\nPhysical and Work Requirements\n\nThis is an onsite leadership position based in the Detroit area.\nAbility to