Director of Services Delivery
Service Operations Director
The Director of Services Delivery reports to the Vice President of Services and is responsible for leading the service ops, software configuration, post live and 3rd Party Resource Mgmt Teams. In this role the Director will execute on strategic plans to increase efficiency and effectiveness within the separate teams, to hire and train new personnel on their team and provide ongoing coaching and support to make sure the service resources attain both the productivity and delivery quality targets outlined by the business. Process improvement and streamlining teams are key requirements for this role.
In this role you will:
- Work with Services Mgmt and execute on strategic plans for achieving the Service Department’s goals in revenue, operational efficiency and Customer Success
- Implement strategic initiatives autonomously for maximum effect on business processes
- Develop Processes centered around Customer Success
- Responsible for the hiring and development of various services team; Software configuration, operations, 3rd Party resources and post live teams.
- Provide ongoing coaching and support for assigned team
- Perform weekly or bi-weekly 1:1 and annual performance reviews for direct reports
- Sharing and implementation of best practices with members of organization
- Put in place infrastructure and systems to support the success of each of the specialized teams.
- Create a culture of success and ongoing business and goal achievement
- Manage customer expectations and contribute to a high level of customer satisfaction
- Monitor customer, market and competitor activity and provide feedback to company leadership team and other company functions
- Potential Travel for in-person meetings
We ask that you bring the following experience:
- At least 4 years services and process experience in comparable industries, with 6 years in people management position.
- Ability to plan and manage at both the strategic and operational levels.
- Track record of problem solving and customer management
- Ability to work collaboratively with colleagues and staff to create a results driven, team oriented environment.
- Experience and track record of successful process improvement
- Willingness to travel