Director of Service Operations

This is a fully remote position, open to applicants in United States.

📋 Description

• Assume complete responsibility for the revenue generated by primary service lines; work closely with Sales to discover market opportunities and avenues for growth.

• Oversee the financial model for service offerings, ensuring operational efficiency, cost optimization, and robust profit margins.

• Establish, track, and report on key performance indicators (KPIs) such as turnaround time, accuracy rates, and unit economics.

• Serve as the main internal champion for customer experience; success is directly gauged through Customer Satisfaction (CSAT) and Net Promoter Scores (NPS).

• Operate and enhance systematic processes to capture, analyze, and respond to customer feedback.

• Leverage customer insights to prioritize the development of agentic services, ensuring that automation addresses genuine client challenges rather than solely focusing on internal efficiencies.

• Spearhead the evolution of services into "agentic" workflows, identifying opportunities for AI to achieve tenfold improvements in speed and scalability.

• Design and enhance the "human-in-the-loop" framework to guarantee that quality and risk management remain uncompromised as services become increasingly automated.

• Maintain the quality standards for all risk reports and inspection data; implement stringent auditing systems to uphold company standards.

⛳️ Requirements

• Over 7 years of experience in Operations Management, Service Product Management, or a comparable leadership position within a high-growth context (preferably SaaS or Tech-Enabled Services).

• Demonstrated success in managing P&L for service-oriented products; experience in fintech, financial services, real estate, construction lending, or risk management is a notable advantage.

• A proven history of utilizing customer feedback and sentiment analysis to drive operational improvements and product development.

• Strong comprehension of how AI and automation are transforming service delivery; experience with managing "human-in-the-loop" or agentic workflows is highly sought after.

• Outstanding verbal and written communication skills, with the capability to challenge the status quo openly and resolve issues effectively.

• High ethical standards and a dedication to fostering transparent systems of accountability for both internal teams and external partners.

🏝️ Benefits

• Health (+Dependent Coverage), Dental, and Vision Insurance Package

• 12 Observed Holidays

• Paid Time Off: Accrues up to 160 hours/20 days

• Paid Sick Leave: 40 hours

• 2 Floating Holidays

• Paid Family Leave

• 401(k) and Company Matching

• Employee Assistance Programs (EAPs) for Mental Health, Financial Planning, Crisis Intervention

• Remote Company - Work From Home Policy

• Monthly Stipend