Director of Service Operations Job Description Template
Our company is looking for a Director of Service Operations to join our team.
Responsibilities:
- Assures equipment and facilities are maintained, improved, and managed to support excellent operational capability and performance;
- Follow normal S.O.P. for customer complaint handling to ensure total customer satisfaction;
- Assures profitability; consistently meets or exceeds budget;
- Establish trunk stock strategy and maintain inventory levels for all spare parts and service loaner equipment;
- Assures quality of work and services; consistently meets or exceeds targets;
- Create a culture of learning and development with all members of the organization;
- Guide the development of technical services/call center strategies, goals, and efficiency;
- Complete mid-year and annual performance evaluations as well as annual development plan reviews for each direct report on team;
- Reviews work orders, invoices and time reports for accuracy, and to ensure timely operational flow and maintain minimal issues;
- Develops and monitors budgets, goals and objectives to ensure departmental profitability;
- Responsible for recruiting, developing, coaching and mentoring to ensure team members have the skills to deliver exceptional service;
- Coordinate logistics to ensure accurate replenishment, efficient logistics handling of service parts and OTD;
- Practices and implements a total quality management philosophy through service operations;
- Provide leadership and strategic direction regarding all service operation functions.
Requirements:
- Executive-level interpersonal, verbal, written and presentation skills;
- Highly effective in collaboration across teams;
- Travel: 25-50%
- Provides a high quality work product and practices continuous improvement;
- Experience/knowledge of software development life cycle for P&C insurance software;
- At least 7 years of leadership experience in sales, customer service, and/ or operations managing large teams (50+);
- Proficiency in Excel, JIRA, JIRA Service Desk, and Workday;
- Work Authorization: Legally authorized to work in the country of the job location;
- Bachelor’s Degree in Business other related field;
- Must be a critical thinker with an eye for identifying process improvements across the organization and the ability to effectively implement them;
- Must be authorized to work in the United States and not require work authorization sponsorship by our company for this position now or in the future;
- Ability to present and drive effective communication with all levels, including but not limited to DCT leadership and/or customers;
- Work in a deadline driven environment;
- 10+ years experience in the various phases of multi-shop service operations;
- Knowledge, skills, and abilities typically acquired through a Bachelor’s degree preferably in Engineering, Management or Finance.