Director of Operations

Description

1

Job Summary:

The Director of Operations has a laser focus on delivering exceptional customer experience, and consistently drives cost efficiencies and revenue growth. The DO provides direction, resources, communication and coordination in support of service and professional services performance objectives while achieving and/or exceeding customer satisfaction requirements. S/he Maintain and/or exceed current levels of service/implementation business performance, customer satisfaction, and achievement of the assigned revenue and profit objectives.

Essential Functions/Key Responsibilities:

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  Responsible for services business growth/retention and win-backs within the region. A contributing member of service and implementation business sales efforts with primary focus on increasing the region’s revenue and margin base.
• Participate with Area sales, service, systems and professional services groups to develop account strategies and action plans to contribute to the overall success of region performance goals.
• Monitor, review and analyze region customer satisfaction levels. Provide input for adjustments and/or improvements and assure compliance.
• Monitor, review and analyze region service/implementation business performance (districts, teams) to established goals and objectives. Provide input for adjustments and/or improvements and assure compliance.
• Monitor, review and analyze region service as well as profit and loss performance.
• Assure the achievement of the region’s service and professional service technical performance and quality goals.
• Monitor, review and analyze capabilities of customer engineers, strategic partners, and sub-contractors assigned within the region. Assure that they are trained, certified, productive and proficient to meet or exceed customer needs by providing superior service and professional service business performance.
• Assure customer satisfaction levels for service and implementation solutions are met or exceeded throughout the region.
• Assure compliance to corporate policies and procedures regarding safety. Ensure safeguarding of proprietary and confidential information.
• Responsible for compliance of policies and procedures that assure protection and control of all the corporate and customers owned assets within the region.
• Assure that region service and professional service business activities and processes are compliant with policies, procedures, and standards where applicable.
• Promote career development by creating a learning environment with an emphasis on continuous organizational and skill development at all team member levels.
• Embrace and encourage diversity in the workplace through conscious effort to hire, promote and train a diverse workforce.
• Manage team member recognition: Ensure regions, districts, and customer engineers are recognized for outstanding contributions.
• Ensure compliance and education of all Human Resource policies and state and Federal Labor Laws.
• Ability to travel within the Region and nationally up to 40% of the time.

Knowledge, Skills and Abilities:

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  Solid history of demonstrated business acumen, leadership and management skills.
• Excellent customer communication skills.
• Good understanding and knowledge of on-site field service, professional services and business development strategies.
• Knowledge of Company product and service offerings and deliverables; Company operating planning and deployment processes; Company operational and financial standards and requirements; Service Order Attainment and Onboarding processes and deliverables; Company service management/coordination requirements; professional service coordination requirements. (preferred)
• Excellance ability to communicate effectively (oral/written) and demonstrate good problem solving skills.
• Ability to satisfy customer requirements with appropriate resource management while creating a culture and operating environment where teams are inspired to meet performance objectives.
• Experience using MS Office suite, and service ticket tracking solutions.
• Experience managing a remote workforce.

Physical Requirements and Working Conditions:

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  This is largely a sedentary role, requiring use of typical office equipment such as a computer, laptop and cell phone.
• This job operates in a professional office environment or Remotely from a home office
• 40% Travel required

Education and Experience:

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  Bachelor's degree in business administration, or related field
• MBA preferred
• 10 years of Operations Managerial Experience

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the team member for this job. Duties, responsibilities and activities may change at any time with or without notice.