Director of Service Operations
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Job Location:
Irvine, CA - USA
Monthly Salary:
$ 140000 - 185000
Posted on:
22 hours ago
Vacancies:
1 Vacancy
Job Summary
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 companys global vision strategic priorities and long-term goals.
Salary Range: $140000 - $185000 annual bonus
Key Responsibilities Include:
Developing and implementing each departments strategic vision objectives and long-term plans in alignment with the companys 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:Bachelors 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)
Why SEB Professional North America
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
Equal Employment Opportunity (EEO)
SEB Professional is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability marital status protected veteran status or any other category protected by federal state or local law. SEB Professional does not make employment decisions based on any protected class status. For more information please see OFCCP Equal Employment.
Required Experience:
Director
Key Skills
- Risk Management
- Negiotiation
- Operational management
- Smartsheets
- Strategic Planning
- Team Management
- Budgeting
- Leadership Experience
- Program Development
- Supervising Experience
- Financial Planning
About Company
100 employees
Our global strategy is in line with our historical mission: to facilitate and embellish the daily lives of consumers and contribute to better living, everywhere in the world.We meet this challenge year after year by creating new products and services that help make home life more fulf ... View more
