Operations Director

Description

Position Overview:

The Operations Director will be responsible for overseeing all service-related functions within the organization. This includes managing service operations, ensuring quality standards are met, driving operational improvements, and fostering a culture of customer satisfaction. The role requires a strategic thinker with a hands-on approach to managing people, processes, and resources. The ideal candidate will have a strong background in operations within the manufacturing or services sector.

Key Responsibilities:

• Leadership & Strategy:
• Develop and implement operational strategies to enhance service delivery and drive improvements in operational efficiency and productivity.
• Lead, mentor, and develop a team of service managers, technicians, and support staff, ensuring high levels of performance and morale.
• Collaborate with senior leadership to align service operations with overall company goals and objectives.
• Drive initiatives to expand service offerings and improve the customer experience.
• Service Operations Management:
• Oversee the scheduling, execution, and tracking service projects and maintenance contracts.
• Monitor key performance indicators (KPIs) and operational metrics to ensure the achievement of service goals (e.g., response times, service delivery quality, customer satisfaction).
• Manage inventory of service parts, tools, and equipment to ensure timely availability and minimize downtime.
• Ensure compliance with safety, regulatory, and environmental standards within service operations.
• Customer Satisfaction & Relationship Management:
• Maintain high standards of customer service, ensuring customer satisfaction through timely, efficient, and professional service delivery.
• Resolve escalated customer issues and complaints effectively, maintaining positive relationships with clients and stakeholders.
• Identify opportunities for customer engagement and retention, enhancing the company's reputation and long-term success.
• Process Improvement & Cost Control:
• Continuously assess and improve service processes to drive operational efficiencies, reduce costs, and increase profitability.
• Implement best practices in service management and operational workflows, ensuring consistency and quality across all service functions.
• Collaborate with cross-functional teams (e.g., sales, engineering, production) to streamline service operations and enhance customer offerings.
• Financial & Budget Management:
• Develop and manage service department budgets, ensuring cost-effective allocation of resources.
• Monitor and report on financial performance, identifying areas for improvement or investment.
• Analyze financial data to make informed decisions that optimize service operations and profitability.

Requirements

Qualifications:

• Education:
• Bachelor's degree in Business Administration, Operations Management, Engineering, or a related field. MBA or equivalent advanced degree preferred.
• Experience:
• Minimum of 8-10 years of experience in operations management, with at least 5 years in a leadership role focused on service management, preferably in the manufacturing, services, or industrial sectors.
• Proven track record of managing service teams, driving operational improvements, and achieving customer satisfaction targets.
• Strong understanding service maintenance contracts, and service delivery processes.
• Experience in managing budgets, financial performance, and cost control measures.
• Skills:
• Exceptional leadership and team management skills with the ability to motivate and guide teams toward achieving goals.
• Strong problem-solving abilities, with the capacity to identify challenges and develop effective solutions.
• Excellent communication and interpersonal skills, with the ability to interact effectively with customers, team members, and senior management.
• Analytical mindset with the ability to interpret data and make data-driven decisions.
• Proficient in service management software, CRM tools, and Microsoft Office Suite.

Personal Attributes:

• Strategic thinker with a hands-on approach to operational execution.
• Strong customer service orientation and commitment to delivering high-quality service.
• Adaptable, resilient, and able to thrive in a fast-paced, dynamic environment.
• Detail-oriented with a focus on continuous improvement and process optimization.