Note: The job is a remote job and is open to candidates in USA. OneNotary is a fast-growing SaaS company transforming the notary industry by providing secure and accessible online notarization services. The Director of Operations will lead and scale the nationwide notary network, ensuring high-quality service and operational excellence while collaborating with various departments to optimize processes and support growth.

Responsibilities

• Lead and scale OneNotary’s nationwide notary network workforce
• Apply systems-thinking to develop and implement workforce strategies that develop a high performing notary network
• Own workforce planning, capacity forecasting, and recruiting to maintain strong, consistent service levels across the full network
• Build and manage performance standards, engagement programs, and retention strategies
• Establish training, certification, and onboarding programs ensuring consistent standards of professionalism, compliance, and customer service
• Implement quality assurance processes including audits, session reviews, coaching, and performance monitoring across all workforce segments
• Ensure adherence to state-specific notary laws and Remote Online Notarization (RON) regulations across all jurisdictions
• Proactively identify compliance risks
• Track operational KPIs and drive continuous improvements in efficiency, quality, and customer satisfaction
• Build and maintain dashboards and reporting frameworks to give leadership visibility into operational health across both workforce segments
• Lead escalation management for high-priority client or notary issues, ensuring fast and professional resolution
• Partner with Product and Engineering to improve tools, workflows, and the platform experience for notaries and customers
• Collaborate with HR and People Operations to ensure employee-facing programs, benefits administration, and performance management are well-designed and scalable
• Collaborate with Customer Success on client feedback loops to surface operational improvement opportunities
• Represent operations in strategic planning discussions and contribute to company-wide OKRs

Skills

• 10+ years of leadership experience in operations, customer experience, or service delivery
• Demonstrated experience managing a blended workforce of W-2 employees and independent contractors, including an understanding of the legal and operational distinctions between the two
• Experience building and managing distributed or remote teams at scale
• Strong background in training program development, quality management, and operational process improvement
• Demonstrated experience in regulated industries such as legal tech, fintech, compliance-driven SaaS, or professional services
• Data-driven leader with the ability to define metrics, build dashboards, and turn insights into action
• Strong cross-functional collaboration skills; comfortable working alongside Product, Engineering, Legal, and HR teams
• Excellent communication skills with the executive presence to represent operations at the leadership level
• Direct experience with Remote Online Notarization (RON) platforms or notary operations
• Familiarity with state-specific notary regulations and multi-jurisdiction compliance frameworks
• Experience managing vendor or platform-enabled contractor networks at scale
• Familiarity with worker classification regulations and best practices for managing mixed-workforce models
• Background in change management and scaling operations through high-growth phases
• Proficiency with workforce management tools, HRIS systems, CRM platforms, and operational analytics tools (e.g., Tableau, Looker, or similar)

Benefits

• Competitive compensation including base salary, performance bonus, and equity participation.
• Comprehensive benefits package including health, dental, vision.

Company Overview