Director, Operations – Service

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

📋 Description

• Provide strategic and operational leadership for designated businesses, clients, products, programs, services, or process areas.

• Oversee operational performance, service levels, adherence to contractual commitments, compliance with expense plans, and progress towards goals.

• Identify gaps and develop accountable corrective-action plans that yield measurable and sustained business results.

• Lead or assist with the intake, evaluation, prioritization, governance, and change-management processes.

• Evaluate operational and business-process capabilities, demand, service levels, risks, dependencies, and trends utilizing metrics, dashboards, and decision-support tools.

• Set expectations, mentor and develop team members, manage performance, and acknowledge contributions.

• Propel improvements in cost, quality, time, and innovation.

• Keep abreast of emerging business, client, customer, operational, and industry requirements.

• Convey performance, priorities, risks, escalations, decisions, and commitments to stakeholders and senior leadership.

• Guide deliverables and changes through the phases of planning, implementation, adoption, and measurement.

• Identify, recommend, and execute data-driven best practices.

• Foster alignment among operations, product, finance, technology, quality, customer care, processing, training, carrier, data and reporting, legal, account management, people organization, and PMO teams.

• Lead a team of six Analysts and drive cross-functional execution.

• Collaborate with organizational leaders to translate client needs into actionable strategies and implement operational changes.

• Manage change and process enhancements within the assigned client/product/process area.

• Lead through influence to enhance operational performance and achieve objectives.

⛳️ Requirements

• Bachelor’s degree or equivalent experience in overseeing operations teams.

• A minimum of 5-7 years of leadership and supervisory experience.

• At least 10 years of experience in business/operations.

• Proven track record of driving measurable business outcomes.

• Demonstrated results in leading and facilitating change.

• Strong interpersonal and communication abilities, evidenced by experience and results.

• Proven capacity to manage diverse aspects of complex projects/processes, including people, tasks, communication, and change, to achieve optimal results.

• Strong project management skills and ability to multitask effectively.

• Proven strategic thinking and planning abilities, with the capacity to communicate and influence others to take action.

• Ability to operate independently and engage with various levels of managers, associates, and clients.

• Established credibility and trust quickly within aligned process/program areas.

• Demonstrated capability to work successfully amidst ambiguity and with multiple decision-makers.

• Proven ability to deliver results and maintain a focus on goals.

• Ability to surmount obstacles and devise alternative plans.

• Proficiency in strategic planning and big-picture thinking.

• Change management skills to assist in cultural transitions.

• Effective communication and planning abilities.

• Positive mindset and willingness to strive for outcomes that benefit the business.

• Exceptional collaboration skills.

• Initiative and proactive approach.

• Analytical skills to simplify complex issues.

• Employment contingent upon successful completion of a required identity verification process, which may include biometric technology where permitted by law.

🏝️ Benefits

• Opportunities for salary growth within the role.

• Virtual interviews conducted via video.

• Equal employment opportunity protections.