## Role
The Director leads VA and Sr. Project Manager performance, training, system implementation, staffing alignment, and service quality.
## Core Responsibilities
- Coach VAs and SPMs and reinforce performance, communication, and client-service standards.
- Design and improve workflows, task assignment, documentation, and system rollouts.
- Ensure Hubtasks, Connect, Hubstaff, and related records are accurate and current.
- Support SPM caseload management and resolve escalated performance issues.
- Track team and client metrics, weekly updates, and daily checklists.
- Recommend staffing, hiring, incentives, and organizational changes; obtain executive approval when required.
## Daily Oversight
- Review SPM efficiency and unresolved issues.
- Audit delegated tasks, overdue work, and client documentation.
- Confirm SPMs delegate appropriately rather than performing lower-level execution.
- Coach gaps, record risks and wins, and escalate items requiring leadership attention.
## Authority
The role has authority over VA training standards, workflows, and performance oversight. Hiring and organizational recommendations require executive approval.