Director of Service Operations

Director of Service Operations

As the Director of Service Operations, you will lead strategic and operational functions across centralized Service departments, including Training & Technical Support, Service Desk, Service Administration, and Continuous Improvement. Reporting to the Vice President of Service, you will drive operational excellence, improve customer satisfaction, and deliver measurable business results while ensuring alignment with global priorities.

Salary Range: $150,000-$185,000 + annual bonus

Location: Irvine, CA (Hybrid - onsite Mon/Wed/Thu)

Key Responsibilities

• Define and execute departmental strategies and long-term plans aligned with organizational goals and customer experience priorities.
• Oversee daily operations, ensure efficient workflows, strong documentation practices, staffing oversight, scheduling, and escalation management.
• Coach and develop managers, supervisors, and team members; set performance goals; foster a positive, collaborative, and high-engagement culture.
• Monitor and analyze KPIs (AHT, NPS, invoice processing, tech support resolution, training metrics) to identify trends and drive continuous improvement.
• Promote a customer-centric culture, manage complex escalations, and implement best practices that elevate service quality and loyalty.
• Evaluate and enhance use of tools such as Salesforce, SAP, and other service systems to improve efficiency and productivity.
• Manage FTE forecasting, resource allocation, and cost-control measures to maximize operational effectiveness.
• Ensure adherence to policies, legal requirements, and service quality standards.

Requirements

• Experience: 10+ years in Service Operations, including 5+ years in a leadership role managing local and remote teams.
• Education: Bachelor's degree in Business Administration or related field.
• Skills: Service operations management, performance management, service frameworks, project management, global alignment.
• Competencies: Strategic leadership, decision-making, operational excellence, collaboration, problem-solving.

Employment Details

• Type: Full-time, Exempt
• Schedule: Hybrid
• Location: Irvine, CA

Benefits

• Medical, dental, and vision insurance with generous employer contribution
• 401(k) with up to 9% employer contribution after year one
• On-site gym
• 12 paid holidays
• Access to voluntary benefits and employee discount programs

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance.