Director of Operations/Support

Job Description

Job Description

About the Role:

The Director of Operations/Support is a senior leadership position responsible for overseeing and optimizing the operational and support functions within the organization to ensure seamless service delivery and operational excellence. This role involves strategic planning, process improvement, and cross-functional collaboration to enhance efficiency, customer satisfaction, and team performance. The Director will lead multiple teams, manage resources effectively, and implement best practices to support business growth and operational scalability. They will serve as a key liaison between executive leadership and operational staff, driving initiatives that align with organizational goals and customer needs. Ultimately, this position ensures that operational and support activities contribute positively to the company’s overall success and competitive advantage.

Minimum Qualifications:

• Bachelor’s degree in Business Administration, Operations Management, or a related field.
• At least 7 years of progressive experience in operations or support leadership roles.
• Proven track record of managing large teams and complex operational processes.
• Strong analytical and problem-solving skills with experience in data-driven decision making.
• Excellent communication and interpersonal skills to effectively collaborate with diverse teams and stakeholders.

Preferred Qualifications:

• Master’s degree in Business Administration (MBA) or related discipline.
• Experience in the technology or service industry with a focus on customer support operations.
• Familiarity with Lean, Six Sigma, or other process improvement methodologies.
• Proficiency with operational software tools such as CRM, ERP, and workforce management systems.
• Demonstrated success in leading digital transformation or automation initiatives within operations.

Responsibilities:

• Develop and execute operational strategies that improve efficiency, reduce costs, and enhance service quality across support functions.
• Lead, mentor, and manage operations and support teams to achieve performance targets and foster a culture of continuous improvement.
• Collaborate with cross-functional departments including sales, product development, and customer service to align operational goals with business objectives.
• Monitor key performance indicators (KPIs) and operational metrics to identify areas for improvement and implement corrective actions.
• Oversee the implementation and maintenance of support systems, tools, and technologies to optimize workflow and customer experience.
• Manage budgets, resource allocation, and vendor relationships to ensure operational effectiveness and cost control.
• Drive initiatives for process standardization, risk management, and compliance with relevant regulations and company policies.
• Serve as a primary point of escalation for operational and support issues, ensuring timely resolution and communication with stakeholders.

Skills:

The Director of Operations/Support utilizes leadership and strategic planning skills daily to guide teams toward achieving operational excellence and meeting organizational goals. Analytical skills are essential for interpreting performance data and identifying opportunities for process improvements and cost savings. Strong communication skills enable effective collaboration with internal teams and external partners, ensuring alignment and transparency. Problem-solving abilities are critical for addressing operational challenges and implementing sustainable solutions. Additionally, proficiency with technology and process improvement methodologies supports the continuous enhancement of workflows and customer support experiences.