Professional services organization continues to grow and has an excellent opportunity for an experienced operations leader to come join our team as a Regional Director of Operations in Seattle, WA!
The successful candidate will have a background in:
Working in a high-growth environment.
Comes from a B2B Services organization.
Able to thrive in a metrics/project management driven organization.
Experience having managed a client portfolio of at least $30M.
Managing a multi-level operational organization of 400+ employees based in multiple locations.
Client Relationship Management background interfacing with a variety of clients in various industries.
Job Description
The Regional Operations Director is a key people operations and customer relationship management role within the organization. The Director will have operational responsibility for a defined group of client accounts, usually in multiple locations, and can expect to manage a people organization of at least 400 employees and drive a P&L of at least $30 million dollars. The Director drives people, process & technology to ensure customer satisfaction.
Key Responsibilities Include:
Responsible for both the operational and financial health of client outsourced accounts within a large defined geography/region(s).
Liaison between the organization and main client contacts.
Proactively institutes the company's Governance Model to ensure adherence to all service level agreements, ensuring total client satisfaction.
Manage site proformas in terms of hours, gross margin spread, profitability to growth.
Nurtures a strong relationship with sales and other teams to help grow and move the business forward (i.e. In some cases, helps to identify new business to add-on opportunities which may include participating in RFP/sales presentations).
Manage vendor relationships (i.e. equipment, supplies to negotiating contacts as needed)
Participate in account reviews with subordinates and in some cases, may lead them based on the account.
Establish and maintain accountability with on-site Managers and employees.
Ensures the deployment of employee programs and in some cases develops customized employee engagement activities that foster a top-notch work environment.
Engages senior leadership regarding key business decisions.
Partners with Human Resources on employment matters such as but not limited to hiring, promotions, training & development, performance management, coach & counseling to terminations.
Standardize policies and procedures including statistical monthly reporting and benchmarks.
Requirements
Bachelor's degree or 7-10+ years of related work experience.
Regional Director hired will come from a services organization, high-touch hospitality, or enterprise workplace services business.
Managed a multi-level people organization of at least 400 employees in multiple locations.
Must be a strategic leader who can successfully drive results, manage change, and develop a strong group of leaders who can execute.
Travel: Travel is frequent across North America. Must be available to travel based on business needs.
Project Management: Any training in Six Sigma or Project Management is highly desired.
A strong business acumen: P&L management, finance, managing budgets and working in a customer metrics driven environment.
Excellent communication skills- natural ability to lead presentations and discussions among a variety of audiences to include executives.
Previous experience partnering with HR/Recruiting/Training/Finance and senior leadership to ensure SLAs are met.
Problem solving- Expertise diffusing and creating solutions to customer service matters
Technology- Has a strong understanding of technology utilized in service areas such as but not limited to Shipping/Mail Services, Reception/Concierges, Hospitality Management and/or Records/Imaging services.
Highly developed people skills with expertise in creating a top-tier, low attrition work environment where employees are highly engaged.
Competitive base salary plus a variety of benefits and an excellent opportunity to make an immediate impact within a fast-growing organization!