This critical role will be based out of one of our major laboratories, reporting to the VP of Service and providing leadership to US Regional Management and their team of associates producing $60M in annual service revenue.
Given our organization’s strong organic growth and need to advance our systems, processes and people, we seek a leader with experience delivering change management in a technical service environment utilizing a systematic approach. The role is ideally suited for a person who can shape talent, enhance team and operational performance, and strengthen collaboration while ensuring business objectives are met or exceeded.
The Sr. Director of US Service Operations will be responsible for Service Operations performance including productivity, customer satisfaction and employee development. The position will work closely with sales leadership to deliver business development objectives.
Develops and continually improves a system and formula for running our local operations. Coaches and mentors regional and local managers to execute the formula.
Deploys, maintains and continuously improves lean initiatives.
Insures compliance with our high-level of ethics and rigorous quality accreditations.
Works in partnership with sales and business development to bring innovative and market leading solutions for our customers.
Measures and develops solutions to constantly improve customer satisfaction.
Understands and drives business metrics and performance measurements to ensure effectiveness and goal achievement.
Ensures regional and local managers are systematically developed, effective and meet the expectations of customers, employees and the company.
Maintains regular follow up and meetings with regional and local leaders to determine progress in meeting goals and objectives of service delivery, customer satisfaction and profitability.
Justifies and allocates resources to enable fulfillment of organic growth, productivity and profitability goals.
Maintains knowledge of requirements and procedures affecting the business and ensures company policies, procedures, and reporting comply throughout the operation.
10-years’ experience running a multi-unit technical service delivery operation.
Demonstrated success in a complex, fast-growing technical service environment.
Experience in a lean service environment. Successful lean conversion or transformation experience a plus.
Management experience in a matrixed regional/district reporting structure.
Strong coaching and mentoring skills.
Experience working under ISO 9001 or similar quality management systems.
Demonstrated experience exercising considerable judgment and discretion.
Previous P&L and income statement responsibility for a multi-unit organization.
Ability to travel up to 40% of the time required.
Excellent interpersonal, communication, and management skills. High ethical standards.
Bachelor’s degree from a four-year college or university, MBA, or Master’s degree a plus.
Located with access to major airport. Preference to work out of our Denver, CO; Rochester, NY; Cherry Hill, PA; Houston, TX or Los Angeles, CA facilities.
Requisition ID : 1296