Head of Operations Management (m/w/d)

We are partnering with a 24/7 dispatch center looking for a Director of Operations to join their team. This role will own the day-to-day performance of the operations organization while working closely with senior leadership.

This role is designed for an experienced operations leader – someone who enjoys managing managers, setting the direction, establishing procedures, and using data to make decisions. This is an on-site role in Greenville, SC.

Manage a multi-layered team

Own performance outcomes for operations

Training & Knowledge Management

Build and maintain knowledge management systems designed for frequent updates

Improve procedural adherence across team members to raise operational quality

Data-Driven Operations

Take a data-based approach to operational decision-making

Use AI-driven and data-driven modeling to forecast activity volume and determine staffing levels

Work directly with our development team on our custom operations software

Champion tooling and process changes that make the operation easier to run and easier to learn

Budget & Planning

Own the operations team budget

Lead staffing/pre-hiring planning ahead of new and expanding client contracts

Compliance & Reporting

Participate in compliance meetings and reviews

Ensure required compliance reporting is completed and accurate

Proven leadership experience in a multi-layered team structure

Experience in 24/7 mission-critical or field operations environments

Track record of building or improving training systems at scale

Comfort working with data to drive staffing and operational decisions; Experience working with custom or internal software tools

A bias toward proactive systems-building

Comfortable supporting compliance-related reporting and reviews

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