Director, Global Service Operations & Strategy

Job 133971 - Director Service Operations
San Francisco, CA

We Are:
Well-known across the globe for bringing the restaurant, retail and hospitality industries to the Cloud with our pioneering web & mobile products, superior customer service – and the people who make this happen.

Our Values: Because they are important to us!

Service – We strive to delight our customers by anticipating their needs with simple, intuitive tools. We are serial entrepreneurs with a deep desire to do the right thing for our customers.
Creativity – We believe to make real change; we must be the catalyst and bring unbridled enthusiasm for innovation and continuous improvement.
Family – We seek and reward intelligent team members who exude honesty, integrity and accountability. We believe diversity and transparency in thought, practice and culture is an asset, not a risk.
Fun – We move fast, have fun and love what we do all while honoring work-life balance. We are intelligent risk-takers, never allowing blind enthusiasm to overtake reason.
Humility – We are responsible to our customers, our team members and our investors equally, requiring professional courage and humility.

Requirements

Desired Skills and Experience:

• Drive efficiencies/repeatability in business process and operations to support the Services Team
• Provide leadership with BI, reporting, metrics, and models to better understand the direction of the business and measure effectiveness
• Define, manage, prioritize and communicate the strategy and architecture for the business systems and architecture to run the PS business effectively partnering closely with Global Operations, Geo teams and IT
• Manage benchmarking activities with organizations like TSIA, and proactively report out on the areas of focus for Red Book connect to stay ahead of the curve
• Drive pricing strategy for service offerings globally partnering with the International teams
• Drive consistency of key operational metrics to measure the global services business
• Lead key global initiatives cross-organizationally around growth strategies, partners, backlog management, etc.
• Establish standard project management practices for planning, scheduling, and tracking as well as change management
• Relationship Building: Establish and maintain strong relationships with Sales Operations, Regional Service Teams, Services Operations, IT and other internal organizations in order to accomplish business goals.
• Span of control: Influence/impact cross-organizationally to drive the key imperatives for the business.
• Business Skills: Be the change agent around transformation of the business.
• Communication: Communicate and coordinate operational changes and best practices across organizations.
• Decision-making impact: Contributes to the fulfillment of projects and organizational objectives; latitude to make decisions within scope of job.
• Responsibility for work of others: Represents organization on projects and performs leadership role; provides guidance and/or supervises activities of employees.
• Organizational scope/job complexity: Provides resolutions to a diverse range of moderately complex problems; uses judgment within defined practices and procedures.
• Business Skills: Be the change agent around transformation of the business.

Qualifications:

• Only San Francisco, CA based candidates will be considered.
• Minimum 8-10 years implementing enterprise software, and management experience
• Minimum of 8 years’ experience managing direct-report teams and cross-functional/virtual teams.
• Experience in high tech industry
• Relationship Building: Establish and maintain strong relationships with Sales Operations, Regional Service Teams, Services Operations, IT and other internal organizations in order to accomplish business goals.
• Span of control: Influence/impact cross-organizationally to drive the key imperatives for the business.
• Communication: Communicate and coordinate operational changes and best practices across organizations.
• Experience in high tech industry.
• Decision-making impact: Contributes to the fulfillment of projects and organizational objectives; latitude to make decisions within scope of job.
• Responsibility for work of others: Represents organization on projects and performs leadership role; provides guidance and/or supervises activities of employees.
• Organizational scope/job complexity: Provides resolutions to a diverse range of moderately complex problems; uses judgment within defined practices and procedures.

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