Director of Operations

Who we are

OneNotary is a fast-growing SaaS company transforming the notary industry by making secure, fast, and accessible online notarization available anytime, anywhere. Our platform is an embedded integrated service for verification powering critical transactions for individuals and enterprises in finance, legal, and other highly regulated environments. Trusted by thousands of businesses including (DocuSign, Route, and DoorDash.)

Having recently closed our Series A funding round, we are entering an exciting phase of accelerated growth and are looking for experienced leaders to help deliver operational excellence and a best-in-class customer experience.

Role Overview

We are seeking a Director of Operations to lead and scale OneNotary's nationwide notary network, delivering a secure, credible, and five-star experience for our enterprise and individual clients. This role oversees a large, distributed workforce of full-time and part-time notaries and is responsible for ensuring high-quality, compliant, and efficient notary services while continuously elevating the experience for both business clients and individual signers.

This role demands a rare combination of strategic vision and operational expertise. While you will play a pivotal role in shaping the growth and direction of the organization, success begins on the ground. In the early stages, you will be fully embedded in day-to-day operations, navigating transactional challenges, establishing scalable processes, and developing a positive, inspiring and motivating work environment for the notary staff. You will learn the business from the inside out and earn the trust of your team through consistent presence and strong execution.

The ideal candidate sees both the details and the big picture and knows exactly when to shift between the two. Success in this role means running a tight, high-performing operation today while building the people, processes, and systems that will sustain and scale the business tomorrow.

Reporting to executive leadership, the Director of Operations will collaborate closely with Customer Success, Product, Engineering, Compliance, and HR to optimize operations, strengthen quality standards, and support the continued growth of the OneNotary platform.

Key Responsibilities

Network Leadership & Workforce Management

• 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.

Training, Quality & Compliance

• 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.

Operations & Performance

• 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.

Cross-Functional Partnership

• 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.

What Success Looks Like

In Your First 90 Days

• Deeply understand the current notary network, the composition of the blended workforce, operations workflows, and existing KPIs.

• Bring a systems approach to scaling the notary workforce.

• Build relationships with key stakeholders across Customer Success, Product, Engineering, Compliance, and HR.

• Identify 2–3 high-impact operational improvement opportunities and present a prioritized action plan to leadership.

Qualifications

Required

• 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.

Nice to Have

• 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).

Why OneNotary

• Mission-driven company at the forefront of a rapidly evolving industry.

• High-impact role with direct influence on product strategy and company growth.

• Collaborative, remote-first culture with strong emphasis on ownership and autonomy.

• Competitive compensation including base salary, performance bonus, and equity participation.

• Comprehensive benefits package including health, dental, vision.

OneNotary is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.