Director, Operations

Description

The Director, Operations is responsible for the overall planning and execution of the middle office operations. Success against these objectives will be measured using OKR execution, L2T (Lift to Turn), Credit/Rebill, departmental expense management, staffing levels, technology enablement, process improvement, and overall employee engagement scores. The Director, Operations is also responsible for leading and managing the relationships between the Middle Office (Billing), Front Office and Back Offices, coordinating the leadership and cross-functional team engagement to ensure the proper collaboration needed to deliver on a best-in-class customer experience.  

Responsibilities 

Coaching and Mentoring 

• Develop clear goals for staff each year that support company goals and objectives
• Develop a coaching strategy for staff to achieve or exceed goals and objectives

• Regularly review performance with staff 
• Help staff focus on what is within their control to achieve success
• Celebrate success 
• Quickly address performance issues in a constructive manner
• Create positive accountability and follow-up to achieve goals

• Partner with VP, Operations to develop meaningful Individual Development Plan 

Departmental Leadership 

• Develop clear vision, goals, and objectives through the use of OKRs for each individual team as well as the Middle Office as a whole that support company goals and objectives and keep team members focused on high performance throughout the year
• Implement a strategy for departments to examine and improve key processes used every day
• Implement a strategy for continuously evaluating talent and amending and advancing the talent level where necessary. 
• Provide a regular feedback strategy for departments to evaluate results and make improvements
• Identify, prioritize, and execute on projects aimed at Middle Office optimization 
• Implement a strategy for departments to leverage existing and/or new technologies to enable better/faster/smarter execution toward business objectives
• Develop clear departmental strategy to achieve measurable operational and financial goals including:

• Collaboratively plan on and agree with VP, Operations on expected monthly and quarterly billing speed and accuracy improvements
• Manage P&L and budget to achieve strategic yearly financial goals
• Develop and implement role-specific training plans to ensure the skills required for success are taught.
• Develop role-specific assessments to measure individual expertise in each job function.  

• Collaborate with Business Applications and ERP Operations to identify and execute on ERP optimization opportunities. 
• Collaborate with Business Analytics to identify and develop metrics and dashboards aimed at optimization opportunities. 
• Coordinate team member scheduling and staffing to ensure excellent customer service and response is achieved
• Model and encourage all employees to display the highest standards of service at all times
• Develop teamwork with other regional and corporate operation groups ensuring consistent process and procedures
• Identify tasks that are critical to maintaining customer satisfaction levels and communicate with employees to raise awareness of their individual roles in delivering satisfaction
• Maximize productivity and minimize costs while maintaining a high standard of customer service – drive a culture of ongoing efficiency and excellence

Position Requirements

Formal Education & Certification

• Bachelor’s degree required 
• Advanced degree preferred

Knowledge & Experience

• Extensive knowledge of the fuel industry
• Ten (10) years of leadership experience
• Excellent Microsoft Office suite skills

Qualifications & Characteristics

• Solid financial acumen and excellent communication skills 
• The ability to develop a clear vision 
• A willingness to get actively involved in day-to-day actions to ensure accuracy, timeliness, and strong customer service skills

• Working knowledge of all Mansfield product and services offerings, operational capabilities, and fuels commodity pricing methods as well as detailed supply costs
• Strong organizational and verbal/written communication skills

• The ability to process information from multiple sources and create innovative solutions and strategies
• The ability to manage multiple projects and tasks simultaneously with success
• Excellent problem solving skills
• The ability to perform in a fast paced, team-oriented environment 
• The ability to recruit, retain, and lead others 
• The ability to multi-task 
• The ability to work well with all departments and resources 

 Work Environment

• 40-hour on-site work week, with the ability to travel up to 75% of the time 
• Sitting for extended periods of time
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components