Head of Services Operations (Remote)

As the Director of Service Operations, you will provide strategic and operational leadership for the centralized Service departments in North America, including Training and Technical Support, Service Desk, Service Administration, and Continuous Improvement. Reporting directly to the Vice President of Service, this senior leadership role is accountable for setting and executing the overall strategy, driving operational excellence, and ensuring peak performance across all functions. A key responsibility will be to maximize efficiency, strengthen customer satisfaction, and deliver measurable business impact, while maintaining alignment with the company's global vision, strategic priorities, and long-term goals.

Salary Range: $140,000 - $160,000 + annual bonus

Developing and implementing each department's strategic vision, objectives, and long-term plans in alignment with the company's broader goals and global vision, particularly those related to customer experience and Services growth.

Operational Management: Overseeing the day-to-day operations of each department, ensuring efficient workflow, documentation and adherence to Standard Operating Procedures, and optimal resource utilization. This includes ensuring each department is managing staffing, scheduling, and escalations.

This involves setting performance goals, conducting regular performance evaluations, providing coaching and training programs, fostering a positive work environment, and addressing employee engagement and retention.

Performance Monitoring and Analysis: Defining, tracking, and analyzing key performance indicators (KPIs) such as Average Handle Time (AHT), Net Promoter Score (NPS), Invoice Processing, Tech Support Resolution, and Training Days. Use of this data to identify trends, pinpoint areas for improvement, and implement data-driven strategies.

Customer Experience (CX) Improvement: Championing a customer-centric culture within the organization. This involves developing and implementing best practices for customer interactions, handling escalated customer inquiries and complex issues, and actively seeking feedback to improve service quality and customer loyalty.

Evaluating, implementing, and optimizing department technologies and software (e.g., iGrow, Salesforce, SAP, and Qlik) to enhance operational efficiency, streamline customer interactions, and improve productivity / utilization.

Budget Management: Developing, managing, and optimizing the teams FTE budget, including forecasting, resource allocation, and cost-control measures to ensure efficient operations and maximize return on investment.

Compliance and Quality Assurance: Ensuring the team operates in compliance with company policies, legal requirements, and quality standards.

Experience: 10+ years of experience Service Operations, with the most recent 5 years in a leadership role managing local and remote employees. Preferably in a fast-pace growing organization with international presence.

Bachelor's degree or higher in Business Administration.

Key Skills and Qualifications: Service Operations Management, Performance Management, Service Management Framework, Project Management, Global Alignment

Type of Employmen t: Full time - Exempt

Whether working remotely, in one of our offices, or flexing in between, we offer a number of benefits and perks to support you and your family. Medical / Dental / Vision Insurance - Generous Employer Contribution

• 401(K) Retirement Plan - w/ up to a 9% employer contribution after 1st year of employment.
• On Site Gym
• 12 Paid Holidays
• All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, marital status, protected veteran status, or any other category protected by federal, state, or local law. Job Type: Permanent contract

As a global reference in small domestic and professional equipment, we make a real impact through our 45 iconic brands - Tefal, Seb, Rowenta, Moulinex, Krups, and many more - present in over 150 countries. Every second, 13 products are sold, manufactured in our 50 industrial and logistic sites. Our success relies on the diversity of talents, the richness of individual journeys, and an inclusive and respectful work environment. If you have a disability, we are here to listen and adapt your recruitment journey. At SEB Professional North America, we are a leader in the professional coffee machine industry, offering three equipment lines: Our innovative coffee machines are trusted worldwide and can be found in a variety of settings, including hotels, restaurants, coffee shops, and convenience stores. Join us in delivering exceptional coffee experiences worldwide.

Schedule: Full-time

Working place (LinkedIn): #LI-Hybrid

Minimum annual compensation (individual bonuses included): 140000

Maximum annual compensation (individual bonuses included): 160000