What we will achieve together As the Director of Service Operations, you will provide strategic and operational leadership for the centralized Service departments in North America, including Training and Technical Support, Service Desk, Service Administration, and Continuous Improvement. Reporting directly to the Vice President of Service, this senior leadership role is accountable for setting and executing the overall strategy, driving operational excellence, and ensuring peak performance across all functions. A key responsibility will be to maximize efficiency, strengthen customer satisfaction, and deliver measurable business impact, while maintaining alignment with the company's global vision, strategic priorities, and long-term goals.
Salary Range: $140,000 - $185,000 + annual bonus
Key Responsibilities Include: - Developing and implementing each department's strategic vision, objectives, and long-term plans in alignment with the company's broader goals and global vision, particularly those related to customer experience and Services growth.
- Operational Management: Overseeing the day-to-day operations of each department, ensuring efficient workflow, documentation and adherence to Standard Operating Procedures, and optimal resource utilization. This includes ensuring each department is managing staffing, scheduling, and escalations.
- Team Leadership and Development: Leading, mentoring, and motivating a team of managers, supervisors, and agents. This involves setting performance goals, conducting regular performance evaluations, providing coaching and training programs, fostering a positive work environment, and addressing employee engagement and retention.
- Performance Monitoring and Analysis: Defining, tracking, and analyzing key performance indicators (KPIs) such as Average Handle Time (AHT), Net Promoter Score (NPS), Invoice Processing, Tech Support Resolution, and Training Days. Use of this data to identify trends, pinpoint areas for improvement, and implement data-driven strategies.
- Customer Experience (CX) Improvement: Championing a customer-centric culture within the organization. This involves developing and implementing best practices for customer interactions, handling escalated customer inquiries and complex issues, and actively seeking feedback to improve service quality and customer loyalty.
- Technology and System Optimization: Evaluating, implementing, and optimizing department technologies and software (e.g., iGrow, Salesforce, SAP, and Qlik) to enhance operational efficiency, streamline customer interactions, and improve productivity / utilization.
- Budget Management: Developing, managing, and optimizing the teams FTE budget, including forecasting, resource allocation, and cost-control measures to ensure efficient operations and maximize return on investment.
- Compliance and Quality Assurance: Ensuring the team operates in compliance with company policies, legal requirements, and quality standards.
Requirements :- Experience: 10+ years of experience Service Operations, with the most recent 5 years in a leadership role managing local and remote employees. Preferably in a fast-pace growing organization with international presence.
- Education: Bachelor's degree or higher in Business Administration.
- Key Skills and Qualifications: Service Operations Management, Performance Management, Service Management Framework, Project Management, Global Alignment
- Core Competencies: Strategic Leadership, Operational Excellence, Decision Making & Problem Solving, Collaboration & Influence
Overview:- Type of Employment: Full time - Exempt
- Workplace Schedule Type: Hybrid
- Position Location: Irvine, CA (Mon, Wed & Th are onsite working days)
Whether working remotely, in one of our offices, or flexing in between, we offer a number of benefits and perks to support you and your family. Here is a sample of some of our benefits programs:
- Medical / Dental / Vision Insurance - Generous Employer Contribution
- 401(K) Retirement Plan - w/ up to a 9% employer contribution after 1st year of employment.
- On Site Gym
- 12 Paid Holidays
- Voluntary Benefits and Discount programs
