Field Director-(Operations,People&Client Success)

Role Overview

This senior leadership position owns the performance, culture, growth, and daily operating rhythm of the Kenya-based business. The person in this seat acts as the primary bridge connecting U.S. leadership, clients, and Kenya-based remote professionals, keeping recruiting, onboarding, employee support, and client service aligned. The role begins with deep hands-on involvement in recruiting, client, and people matters, then becomes increasingly strategic as the organization scales.

Key Responsibilities

• Lead Kenya operations and business execution. Translate company goals into clear operating standards, decision rights, escalation paths, and cross-functional workflows; identify staffing gaps, service risks, and improvement opportunities; build scalable processes; serve as an authorized signatory or company representative when formally appointed; report to executive leadership on pipeline health, placements, client satisfaction, retention, staffing capacity, budget performance, and operational risks.
• Guide managers and shape workplace culture. Direct Kenya-based functions such as recruiting, client concierge, human resources, finance/accounting, and executive support; set objectives, run leadership and performance meetings, coach and develop managers, and maintain a culture grounded in respect, accountability, collaboration, and service.
• Own senior client relationships and support growth. Join discovery, strategy, and planning sessions; learn each client’s staffing needs, culture, technology, schedules, and performance expectations; explain the recruitment, onboarding, employment, and ongoing support model; convert client needs into recruitment specifications; handle reviews, escalations, and retention opportunities.
• Drive recruitment and placement success. Develop sourcing strategies using LinkedIn, job boards, professional networks, referrals, and other channels; shape job descriptions, assessment criteria, and interview questions; review applications and shortlists; screen and interview candidates; ensure resumes, profiles, portfolios, and videos are accurate and professional; prepare candidates for client interviews; coordinate schedules, invitations, and links; gather client feedback; document outcomes; and move selected candidates smoothly from recruitment into placement.
• Manage contracts, onboarding, and placement launch. Confirm client and employee documentation before start dates; coordinate employment and service agreements; align working hours, duties, reporting lines, systems, and communication expectations; verify technology, equipment, connectivity, accounts, and access; run or support onboarding sessions; keep clients, remote professionals, recruiting, HR, and client concierge teams synced during launch; follow up after placement to catch early issues.
• Develop employee performance and careers. Put monitoring systems in place; work with managers and clients to address performance concerns; document significant matters; coordinate coaching, training, improvement plans, reassignment, or replacement; lead major employee and client escalations; identify new placement opportunities when assignments end; promote continuous learning and effective use of AI and other productivity tools.
• Safeguard HR, compliance, and risk. Oversee confidential employee records, contracts, hiring approvals, onboarding and offboarding, and policy implementation; monitor Kenyan employment and labour requirements with qualified HR or legal advisers; participate in disciplinary, conduct, and workplace matters; ensure confidentiality, data protection, and secure information handling; escalate legal, financial, employment, security, or operational risks to executive leadership.
• Oversee finances, administration, and local operations. Manage Kenya operating expenses, payroll, attendance, staffing information, budgeting, forecasting, financial controls, and authorization procedures; investigate significant variances; where applicable, keep the Kenya office running safely and efficiently, including facilities, equipment, internet, security, vendors, maintenance, health and safety, and office procedures; travel locally as needed for candidate and client meetings, employee visits, team meetings, training, and company events.

Requirements & Qualifications

• Bachelor’s or master’s degree in business administration, management, human resources, operations, or a related field; equivalent senior-level professional experience may be considered.
• At least 5 years of experience in leadership, operations management, outsourcing, professional services, staffing, recruitment, client success, or a comparable environment.
• Demonstrated experience managing teams, managers, or department-level functions.
• Experience working with executives, business owners, senior leaders, or international clients; exposure to U.S.-based companies, remote teams, outsourcing businesses, or professional staffing organizations is an advantage.
• Strong understanding of recruitment, interviewing, employee management, and performance management.
• Proven ability to manage complex operations involving multiple stakeholders.
• Excellent written and spoken English, with strong communication, presentation, negotiation, and relationship-management skills.
• Sound judgment, integrity, professionalism, and discretion when handling confidential or commercially sensitive information; ability to manage difficult employee and client matters calmly and professionally.
• Strong organizational and problem-solving skills, with the ability to combine accountability and respectful, supportive leadership.
• Comfortable remaining hands-on in recruitment, onboarding, training, client service, and operational activities when required.