Job DescriptionThe Director of Operations is responsible for actively leading the design, standardization, quality, efficiency, innovation, and improvement of robust operations processes, the equipment, technology, systems, tools, and training that support them, and the quality of the resulting product and service outcomes for customers. As a key member of the leadership team, they play a crucial role in maintaining Nearmap's reputation for excellence in our industry.
KEY RESPONSIBILITIES- Drive daily performance of operations teams to exceed service and quality levels (SLAs) while operating within budget framework
- Ensure customer services are delivered on schedule, within scope, and in compliance with all quality and service level standards
- Establish and maintain Quality Control/Quality Assurance programs that exceed customer requirements
- Develop, document, and control procedures, processes, standards, and training for operations-related activities in coordination with functional area subject matter experts
- Design and implement standard workflows, processes, continuous improvement initiatives, and training programs
- Foster an employee engagement culture that aligns, enables, and empowers teams to increase quality, customer satisfaction, safety, productivity, and innovation
- Collaborate with Product, Sales, and Technology teams on new and improved services, including user requirements definition and user acceptance testing
- Lead and coordinate incident response teams to ensure countermeasures are in place to meet Service Level Agreements while defect or deficiency resolutions are in progress
- Prepare monthly and quarterly operational performance reports and projections; develop key performance indicators and metrics
- Monitor customer contracts and relevant industry information to ensure compliance with customer requirements, applicable laws, regulations, and policies
- Contribute to the development, formulation, and execution of operations budget, strategy, initiatives, project planning, policies, programs, and objectives
- Oversee management of and relationships with partners and vendors involved in service delivery requirements
- Manage capital budget and approve expenditures related to maintaining services and processes, including oversight of major projects
- Lead and support Disaster Recovery and Business Continuity planning for the Operations Group
- Oversee requirements related to depositions and subpoenas
QualificationsEDUCATION & EXPERIENCEREQUIRED- Bachelor's Degree or an equivalent combination of industry related experience and education
- At least seven (7) years of management experience in a production-based environment
- Hands-on experience with evolving processes in a continuous improvement environment
- Proven experience of Quality Control, Quality Assurance, and/or Statistical analysis
- Proven ability to mobilize and lead work teams to implement initiatives and projects
- Project management, organization, scheduling, and coordination skills
- Strong collaborative and interpersonal skills
- Effective analytical and problem-solving skills
- Excellent written and verbal and presentation communication skills
- Strong working knowledge of all applications of Microsoft Office
PREFERRED- Experience working within an Agile or similar environment
- Certification in continuous improvement, project management, or quality assurance
- Expertise in one or more Nearmap product industries, property insurance, and/or managed repair
- Salesforce Experience
KEY COMPETENCIES- Strategic Orientation: ability to contribute to the overall strategy, culture and financial success of the company with specific expertise in strategic planning and execution
- Leadership: ability to handle tasks and work independently and intentionally develop and utilize positive leadership traits
- Creative Thinking: ability to demonstrate conceptual creative thinking, taking an idea and visualize/describe the opportunity, then recognize the potential fit with culture and product lines
- Integrity and Ethics: ability to gain the confidence and trust of others through honesty, authenticity, taking responsibility for own actions, and telling the truth
- Accountability: ability to act with a clear sense of ownership; takes personal responsibility for decisions, actions, deliverables, and failures; establishes clear responsibilities and processes for monitoring work and measuring results; embraces experimentation, creativity, and positive change
- Cultural Competence: ability to understand and respect values, attitudes, beliefs, and morals of the member that differ across cultures, and to consider and respond appropriately to these differences in planning, implementing, and evaluating health programs and interventions
Additional InformationWe move fast and work smart; often wearing multiple hats. We adapted to remote working with ease and are continually looking at ways to improve. We're proud of our inclusive, supportive culture, and maintain a safe environment where everyone feels a sense of belonging and can be themselves.
In addition to your annual leave, Nearmap offers:
- 4 extra "YOU" days off each year-take a break, no questions asked!
- Company-sponsored volunteering days to give back.
- Generous parental leave policies for growing families.
- Work from Overseas Policy - explore the world in the approved list of cities while you work!
- Discounted Private Health Insurance plans.
- A Nearmap subscription (naturally!).
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