The Director of Operations will drive the organization's customer experience by delivering outstanding service quality throughout the Operations teams and collaborating with other key stakeholders. The role will be responsible for developing a streamlined operational strategy focused on service excellence and maximizing efficiency opportunities within field operations and customer service. The job requires strong leadership skills, the ability to manage multiple responsibilities, and experience facilitating cross-functional collaboration between business units.
Essential Duties and Responsibilities:
Responsible for leading and guiding the Field Operation Managers
Monitor operations to ensure strict adherence to established processes and schedules.
Daily tasks include reviewing dashboard and reporting results to maximize the effectiveness of operations.
Collaborate with Warehousing leadership to ensure effective inventory management in regional warehouse locations
Review monthly financial reporting data to proactively identify opportunities for cost savings.
Review weekly case reports to identify gaps or trends that indicate additional training needs for Operations team members or contractors.
Conduct weekly one-on-one assessments with Operations Managers.
Developing strategies and tactics to build an elite service organization.
Ensuring operational business units aligned with customer success have the necessary tools, resources, and training to effectively manage service delivery and drive success
Design/develop workflows to optimize the customer
Ensure effective management of contractors and field operations teams
Enhance workflow efficiency, set performance goals, to ensure service quality exceeds customer expectations.
Timely management of customer issues, root-cause/data analysis, proactive training, regular quality control reviews and creating a streamlined and efficient execution process.
Exceptional written and verbal communication skills with the ability to convey ideas clearly and effectively.
Experience with major ERP systems (NetSuite, Dynamics, etc.) for data analysis, Microsoft 365 applications, CRMs, and time/labor management software.
Develop and maintain detailed SOPs for field operations
Creating and maintaining consistency and standardization throughout the department positioning it for future expansion opportunities.
Evaluate escalated customer complaints and quality issues; including collaborative research as to the cause, communication with customer(s) as appropriate, the initiation of corrective actions to resolve incidents, and to prevent reoccurrence.
Oversight/development/implementation of best practices to attract retain and develop highly effective 1099 contractors to deliver outstanding service quality to customers
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to sit, reach with hands and arms, talk, and hear. The employee is frequently required to stand, walk, and use hands to handle or feel. The employee must be able to lift and carry 25 to 30 lbs. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, and the ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions