Director of Services Operations

Description:

Agora is a leading SaaS and FinTech platform transforming how real estate investment firms manage their capital, investors, and operations. Trusted by 1000+ GPs, owners/operators, and investment firms globally, we help teams streamline the full lifecycle of investment management - from fundraising and onboarding to reporting, distributions, tax, and back-office automation.

But we're more than just software. We're a team of bold thinkers, innovators, and real estate enthusiasts who believe complex processes should feel simple. Our platform combines modern technology with expert services, helping our customers raise more capital, deliver a better investor experience, and scale their businesses smarter.

Agora is backed by top-tier VCs like Insight Partners and Qumra Capital, and we’re growing fast. We’ve been named one of Globes’ Most Promising Startups, recognized as a Best Start-Up Companies to Work For by Duns 100, and one of Business Insider’s Hottest PropTech Startups.

The role

This role is responsible for running the day-to-day operations of our Accounting and Tax Services organization.

You will oversee service delivery across bookkeeping and tax operations, ensuring that client work is delivered accurately, efficiently, and on time while maintaining a high-quality client experience.

You will be responsible for translating strategy into execution by building operational discipline, driving accountability, managing capacity, improving throughput, and ensuring teams can successfully navigate both day-to-day delivery and the demands of tax season.

This role reports directly to the VP of Business Strategy & Services and will work closely with Accounting Leadership, Product, RevOps, Finance, and CS teams.

What You'll Do

Lead Service Delivery Operations

• Own day-to-day operational performance across Accounting and Tax Services.
• Ensure client work is delivered accurately, efficiently, and on schedule.
• Drive accountability, execution, and operational consistency across teams.
• Monitor service quality and proactively identify operational risks.

Capacity Planning & Resource Management

• Build and manage staffing, workload allocation, and capacity planning processes.
• Ensure resources are allocated effectively across teams, clients, and seasonal workloads.
• Develop operational plans to support growth while maintaining service quality.
• Lead planning and execution efforts ahead of busy season periods.

Operational Excellence

• Design and implement scalable operational processes.
• Identify bottlenecks, inefficiencies, and service delivery challenges.
• Drive continuous improvement initiatives across the organization.
• Establish KPIs, reporting frameworks, and operational reviews.

Cross-Functional Leadership

• Partner with Accounting, Tax, Product, and Business leaders to operationalize new initiatives.
• Support implementation of new tools, workflows, and automation initiatives.
• Ensure operational readiness as new services and capabilities are introduced.
• Act as the operational bridge between strategic planning and day-to-day execution.

Client Experience & Escalation Management

• Ensure clients receive a consistent, professional, and high-quality experience.
• Oversee operational escalations and drive timely resolution.
• Monitor service performance and identify opportunities for improvement.
• Support teams in maintaining strong client relationships during critical periods.

Team Leadership

• Manage operational managers and team leads across the Accounting and Tax organization.
• Build a culture of ownership, accountability, and continuous improvement.
• Support hiring, onboarding, performance management, and professional development.
• Help scale the organization as service lines continue to grow.

• 5+ years of experience leading operations within accounting, tax, outsourced accounting, professional services, financial services, or related environments.
• Experience managing teams in fast-paced, deadline-driven service organizations.
• Strong operational leadership skills with a proven ability to scale processes and teams.
• Experience with capacity planning, resource management, and service delivery operations.
• Strong analytical and problem-solving abilities.
• Excellent communication and stakeholder management skills.
• Ability to operate effectively across multiple functions and priorities.
• Experience managing seasonal operational complexity is a significant advantage.
• Comfortable working with modern operational tools, automation, and technology-enabled workflows.
• Fluent English (written and spoken) is required.

Nice-to-Have

• Experience building practices inside a tech/ fintech/ prop-tech environment.
• Experience managing offshore/ outsourced operations.

Why Join Agora?

We're redefining accounting for the real estate investment industry through AI-driven innovation. You'll inherit a growing business and strong client base while shaping and scaling a critical service line. This is a high-impact leadership role with direct influence on Agora’s product strategy and growth. You'll work alongside a world-class global team and have real ownership from day one.