Head of Customer Service Operations

Director Service Operations
The Director Services Operations is responsible for leading the strategic direction operational performance and continuous improvement of the Services Operations organization. This role provides full ownership of service delivery execution operational excellence and team leadership across the function ensuring alignment with organizational goals related to customer satisfaction efficiency quality and profitability.

The Director will partner closely with executive leadership and cross-functional stakeholders to drive scalable operational strategies lead high-performing teams and ensure consistent high-quality service delivery. This role is accountable for both day-to-day operational performance and long-term strategic development of the Services Operations organization.
Own overall performance and execution of Services Operations across all functional areas.
Lead daily operations ensuring efficient service delivery adherence to SLAs and high-quality customer outcomes.
Establish and manage operational KPIs performance dashboards and reporting structures.
Drive resolution of complex service issues escalations and customer-impacting operational challenges.
Ensure operational readiness capacity planning and scalable service delivery processes.
Develop and execute the long-term strategic roadmap for Services Operations aligned to business objectives.

Lead operational planning initiatives including growth strategies process scalability and organizational design.
Identify and implement opportunities to improve efficiency reduce cost and enhance service quality.
Drive continuous improvement initiatives across systems processes and workflows.
Financial & Resource Management
Develop and manage departmental budgets forecasts staffing models and resource allocation plans.
Monitor financial and operational performance against targets and identify corrective actions when needed.
Ensure effective utilization of resources to meet service demand and business objectives.
Lead develop and coach managers and operational leaders across Services Operations.
Build a high-performance culture focused on accountability customer service and continuous improvement.
Oversee performance management including goal setting feedback coaching and development planning.
Partner with Sales Finance HR IT Supply Chain and other business units to ensure operational alignment.
Represent Services Operations in executive meetings business reviews and strategic planning sessions.
Communicate operational performance risks and opportunities to senior leadership.
Influence cross-functional stakeholders to support operational priorities and initiatives.
Process Improvement & Compliance
~ Lead the development and enforcement of standard operating procedures (SOPs) across Services Operations including ISO 9001.

Drive Lean continuous improvement and process optimization initiatives.
Identify systemic issues and implement long-term solutions to improve efficiency and customer experience.
Ensure compliance with internal policies contractual obligations and industry standards.
Bachelors degree in Business Operations Management Supply Chain or related field (or equivalent experience).

• 10 years of progressive leadership experience in operations service delivery logistics or customer operations environments.
• Demonstrated success managing operational performance KPIs and service delivery outcomes.
• Strong financial acumen with experience managing budgets forecasting and resource planning.
• Proven ability to lead cross-functional initiatives and influence at the executive level.
• Experience in multi-site or distributed operations environments.

Background in service delivery logistics field operations or technical services organizations.
Experience leading operational transformation scaling initiatives or organizational change.
Lean Six Sigma or continuous improvement certifications preferred.
Competitive compensation coupled with acomprehensive benefits package including medical dental vision life flexible spending 401k holiday and paid time off parental leave and a pre-tax transit program.

Barcodes Inc. is proud to be anEqual Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability veterans status or any other protected characteristic. If you have a disability or special need that requires an accommodation in the application process Click here to request assistance with Request for Accommodation in the subject line.