Director of Business Operations

Location: Remote (U.S.-based, Eastern hours preferred)

Reports to: CEO   ·   Travel Requirement: Occasional (reseller and customer meetings are primarily remote)

Compensation: $120,000 base + bonus

Position Summary

CFS Solutions is seeking a process-driven, results-accountable Director of Business Operations to own the operating rhythm of a profitable, growing fintech serving 500+ community banks and credit unions through a channel of 40+ reseller partners. This is a newly created seat — the second leadership hire of our board-approved growth plan — created because the CEO is deliberately transferring the company’s operating system to a dedicated owner. Reporting directly to the CEO, this is a business operations role, not a plain operations role: the seat is accountable for how the business performs — revenue on the existing engine, project closures, and the weekly scorecard the leadership team runs on.

If you do one thing brilliantly in year one, it is this: convert our $3M+ backlog of sold-but-uninstalled professional services into completed, revenue-recognized projects. Everything else in this description exists in service of that.

Two things sit at the center of the job. First, the support organization reports up through this role: the Support Operations Manager (who runs our tiered support organization and Professional Services team — a dozen-plus people — day-to-day) and the Customer Experience Manager both report in, and this seat sets their priorities, metrics, and accountability. Second, this role personally leads the standing project meetings with our three Project Managers — where every project stands, what’s blocking it, and when it closes — in partnership with the Support Operations Manager, to whom the PMs report. There is intentionally no project-delivery layer between this seat and the PMs; the backlog converts faster because this person is in the room every week.

The ideal candidate is an organizational builder ready to step up into full ownership — someone who translates strategic goals into repeatable, measurable outcomes, manages through managers rather than around them, and partners with our Business Systems Engineer on automation that removes overhead rather than adding process.

Key Responsibilities

Operating Cadence & Project Closures

• Run the company’s weekly operating rhythm: the leadership meeting, the KPI scorecard, and the follow-through on what was committed.
• Lead the standing project-status meetings with the three Project Managers — track progress, align stakeholders, clear or escalate blockers (including third-party vendor dependencies), and drive projects to close at a faster rate.
• Own conversion of the open Professional Services backlog: cleaned-up project records, honest status, and dates that mean something.
• Meet with our reseller partners on where their projects stand — status, blockers, and install timelines — so the channel always has a current, credible answer.

Support & Delivery Leadership

• Direct the support organization through the Support Operations Manager — set priorities, service standards, and metrics; make the resource and escalation calls above the day-to-day.
• Partner with support and delivery leads on triaging high-priority requests, assigning ownership, and closing feedback loops with customers and resellers.
• Own the SLA framework — targets, measurement, and reporting — and hold delivery to the commitments in our customer and reseller agreements; the Support Operations Manager runs day-to-day performance against them.

Revenue, Systems & Automation

• Be responsible for revenue performance on the existing engine: renewals executed, uplifts landed, quote-to-start machinery running without the CEO in the loop.
• Own CRM management for the business — data accuracy, workflows, pipeline and project hygiene across teams. Our platform is HubSpot; strong CRM management is the requirement, HubSpot fluency is a head start.
• Work hand-in-hand with the Business Systems Engineer on automations that reduce overhead cost — the company has already engineered out seats this way, and the mandate continues.

Compliance & Risk

• Keep operational processes aligned with our SOC 2 program — documentation, audit facilitation, and enforcement of security controls in daily workflows.
• Stay informed on relevant banking regulations and build them into process design; proactively identify and mitigate operational risk.
• Maintain internal process documentation and knowledge bases; support onboarding of new hires in Operations and Support.

What Will Make You Successful

• Running meetings that end in commitments — and following up until the commitment is real.
• Managing through managers: making the leaders who report to you better rather than doing their jobs for them.
• Strong systems thinking and fluency in CRM platforms, ticketing systems, and project management tools — you treat clean data as a management tool, not an admin chore.
• Comfort in a small, scaling business where versatility, ownership, and initiative are the job.
• Measuring yourself on outcomes — closures, retention, margin — not on activity.

Your First 90 Days to Success

Days 1–30 — Learn the machine, take the cadence

• Take over the weekly leadership meeting and KPI scorecard from the CEO by end of month.
• Sit the standing project meetings with our three Project Managers and build a project-by-project inventory of the open services backlog — real status, real blockers, real dates.
• Establish working rhythms with the Support Operations Manager and Customer Experience Manager; help land and onboard the incoming Business Development Manager.

Days 31–60 — Own the operating system

• Run the project cadence fully: every open project has an honest status, an owner, and a date — and the first stalled projects are moving again.
• Publish the SLA framework baseline — targets, measurement, reporting — against our customer and reseller commitments.
• Hold your first reseller project-status meetings; set CRM cleanup priorities with the Business Systems Engineer; take renewals and quote-to-start execution off the CEO’s desk.

Days 61–90 — Deliver visibly

• First backlog closures pulled forward on your watch, visible on the scorecard.
• First automation shipped with the Business Systems Engineer that removes real overhead.
• The operating cadence runs without the CEO in the room — and the leadership team would notice if you took a week off.

Requirements

• You have owned a weekly operating cadence end-to-end — the meeting, the scorecard, and the follow-through — not just participated in one.
• You have managed people-managers, and can describe how you made them better without doing their jobs.
• 5+ years in operations, business operations, or project management in a B2B software, SaaS, or tech-enabled services company, with real revenue accountability.
• Strong organizational and project management skills (Scrum experience preferred).
• Excellent written and verbal communication; capable of influencing up and across the organization.
• Strong CRM management experience is critical to this role — owning data quality, workflows, and adoption across teams. Direct HubSpot experience is a plus.
• Exposure to regulatory or compliance-heavy environments; direct experience with SOC 2 requirements strongly preferred.
• Experience with or within banking or credit union environments is a plus.

Why Join CFS Solutions?

This is a rare opportunity to build the operational backbone of a profitable, founder-built, PE-backed fintech with clear product-market fit and a channel of 40+ reseller partners. At CFS, we deliver automation that simplifies banking operations for more than 500 financial institutions — and we’re just getting started.