Director of Operations - TokenWorks : Job Details

TokenWorks has been innovating in the ID verification and Fake ID detection space for over 25 years. From our Bronxville, NY headquarters, our hardware & technology solutions scan nearly a million IDs every week around the country, protecting businesses ability to sell age-restricted products.

Every week we protect entrepreneurs and their businesses by identifying nearly 5000 fake IDs.

As the #1 provider of ID Verification and Fake ID detection for c-stores, liquor stores, bars, nightclubs and cannabis retailers, we are continually expanding our solutions in these growing markets, as well as expanding into even larger market segments.

We are on the hunt for our ideal Director of Operations to ensure our ability to maintain our high standard of customer service, customer support, and product reliability.

Reporting directly to the CEO, and an integral member of the Leadership Team, the Director of Operations will be responsible for the manufacturing, fulfillment, and customer support teams. The ideal candidate will have senior management experience in a dynamic setting. The role requires outstanding organizational, communication, and leadership skills and an ability to develop innovative solutions that push boundaries. The Director of Operations will work closely with executives to strategize and develop long-term plans that usher in new levels of productivity and success for the company.

We take our Core Values seriously, and hire, promote, and incentivize based on the demonstration of these values:

• Ownership Mentality. We care about our product, our customers and each other. We do what it takes to get the job done and done well.
• Creativity and Inventiveness. We maintain an open mind, stay curious, always learn and value the Growth Mindset.
• Have Backbone; Disagree and Commit. We hold different viewpoints, and still move forward with consensus and commitment.
• Bias for Action - Aim, Shoot, Move. Evaluate, Act, Iterate.
• Integrity. Say what you will do and do what you say.
• We Value Value. We are committed to delivering and preserving value.

Objectives of this role

• Analyze current operational processes and performance, recommend solutions for improvement, and implement updated processes as appropriate
• Develop & document performance metrics to ensure long-term operational success and establish methodology for reporting and tracking to these metrics
• Develop financial and budgetary plans for all departments, establish reporting methods, and report consistently
• Implement an effective Customer Flywheel to expand Customer Service and Support to become a key differentiator in our market position

The Director of Operations will be responsible for all aspects of the manufacturing, shipping and customer service of all TokenWorks product lines. These responsibilities include, but are not limited to:

Operations Process Improvement:

• Develop, implement, and monitor day-to-day operational systems and processes to provide visibility into performance metrics and process improvement opportunities
• Plan, monitor, and analyze key metrics for day-to-day operations to ensure efficient and timely completion of tasks
• Devise strategies for ensuring the growth of programs enterprise-wide, and implement process improvements to maximize output and minimize costs

Customer Service Management:

• Own and lead customer facing troubleshooting process problems while providing solutions leading to improved product quality and customer satisfaction
• Collaborate and lead the Quality, Continuous Improvement, and Technical Support Team in completing daily tasks and responsibilities

Budget & Cost Management:

• Develop and manage the production budget, ensuring cost-effective operations.
• Monitor and control production expenses, identifying areas for cost savings.
• Establish systems for reporting on financial performance and production costs

Collaboration & Communication:

• Draw on relationships with department heads, external partners, and vendors to make decisions regarding operational activity and strategic goals
• Work closely with other departments, including R&D, supply chain, and sales, to ensure alignment and coordination.
• Work closely with, and communicate the quality process across functional departments and suppliers
• Communicate production status, challenges, and achievements to stakeholders.
• Build and maintain strong relationships with suppliers and vendors.

Leadership:

• Adhere to the company's policies and standards, and ensure that laws and regulations are being followed
• Lead the team with integrity maintaining a trusting, inclusive, and productive environment

• Five or more years in a leadership role in relevant industry
• Masterful organizational, communication, and leadership skills, backed by previous professional success
• Superior knowledge of multiple operational functions and principles, including finance, customer service, production, and employee management
• Proven ability to plan and manage operational processes for maximum efficiency and productivity
• Ability to streamline or implement structures and roles that boost speed and efficiency while supporting rapidly shifting business demands
• Willingness and ability to develop a strong working knowledge of industry regulations and legal guidelines

• Bachelor's degree (or equivalent) in business, engineering or other related field
• Experience in developing budgets and business plans
• Superior negotiation skills for both internal and external purposes
• Strong working knowledge of data analysis and performance metrics, using business management software (we use Zoho Suite of products through the business)

Work Hours & Benefits

This is an exempt role which will be performed primarily from our Bronxville office on a M-F, 9-5 basis, or as needed to fulfill the objectives. We offer:

• Competitive salary
• 17 days of PTO /year with increases at 4, 8 and 16 years
• 8 fixed holidays plus 2 floating holidays
• Full company funding of Medical (Gold plan) and Dental plans
• 3% employer contribution to 401K (fixed no employee contribution required but permitted) after vesting period, with additional 3% Profit sharing contribution to 401K.
• After vesting, additional 3% contribution to Defined Benefit Plan.
• Reimbursement for related educational expenses.

Apply Now

If you have what it takes to grow an operations department into a best-in-class team, you are encouraged to apply today.

We are using a highly efficient methodology to find our ideal candidate. Please use the link below to complete a 15 minute screening test, upload a resume, and answer a set of 5 initial screening questions.

All applicants who complete this process will be evaluated and considered for this critical role in our organization.

Only those who use the link above will be considered for this position.