Director of Service Operations at Groupe Seb

What we will achieve togetherAs the Director of Service Operations you will provide strategic and operational leadership for the centralized Service departments in North America including Training and Technical Support Service Desk Service Administration and Continuous Improvement. Reporting directly to the Vice President of Service this senior leadership role is accountable for setting and executing the overall strategy driving operational excellence and ensuring peak performance across all functions. A key responsibility will be to maximize efficiency strengthen customer satisfaction and deliver measurable business impact while maintaining alignment with the companys global vision strategic priorities and long-term goals.Salary Range: $140000 - $185000 annual bonusKey Responsibilities Include:Developing and implementing each departments strategic vision objectives and long-term plans in alignment with the companys broader goals and global vision particularly those related to customer experience and Services growth.Operational Management: Overseeing the day-to-day operations of each department ensuring efficient workflow documentation and adherence to Standard Operating Procedures and optimal resource utilization. This includes ensuring each department is managing staffing scheduling and escalations.Team Leadership and Development: Leading mentoring and motivating a team of managers supervisors and agents. This involves setting performance goals conducting regular performance evaluations providing coaching and training programs fostering a positive work environment and addressing employee engagement and retention.Performance Monitoring and Analysis: Defining tracking and analyzing key performance indicators (KPIs) such as Average Handle Time (AHT) Net Promoter Score (NPS) Invoice Processing Tech Support Resolution and Training Days. Use of this data to identify trends pinpoint areas for improvement and implement data-driven strategies.Customer Experience (CX) Improvement: Championing a customer-centric culture within the organization. This involves developing and implementing best practices for customer interactions handling escalated customer inquiries and complex issues and actively seeking feedback to improve service quality and customer loyalty.Technology and System Optimization: Evaluating implementing and optimizing department technologies and software (e.g. iGrow Salesforce SAP and Qlik) to enhance operational efficiency streamline customer interactions and improve productivity / utilization.Budget Management: Developing managing and optimizing the teams FTE budget including forecasting resource allocation and cost-control measures to ensure efficient operations and maximize return on investment.Compliance and Quality Assurance: Ensuring the team operates in compliance with company policies legal requirements and quality standards.Requirements :Experience:10 years of experience Service Operations with the most recent 5 years in a leadership role managing local and remote employees. Preferably in a fast-pace growing organization with international presence.Education:Bachelors degree or higher in Business Administration.Key Skills and Qualifications:Service Operations Management Performance Management Service Management Framework Project Management Global AlignmentCore Competencies:Strategic Leadership Operational Excellence Decision Making & Problem Solving Collaboration & InfluenceOverview:Type of Employment:Full time ExemptWorkplace Schedule Type: HybridPosition Location: Irvine CA (Mon Wed & Th are onsite working days) Why SEB Professional North AmericaWhether working remotely in one of our offices or flexing in between we offer a number of benefits and perks to support you and your family. Here is a sample of some of our benefits programs:Medical / Dental / Vision Insurance Generous Employer Contribution401(K) Retirement Plan - w/ up to a 9% employer contribution after 1st year of employment.On Site Gym12 Paid HolidaysVoluntary Benefits and Discount programsEqual Employment Opportunity (EEO)SEB Professional is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability marital status protected veteran status or any other category protected by federal state or local law. SEB Professional does not make employment decisions based on any protected class status. For more information please see OFCCP Equal Employment.Additional InformationRequired Experience:Director Key Skills Risk Management,Negiotiation,Operational management,Smartsheets,Strategic Planning,Team Management,Budgeting,Leadership Experience,Program Development,Supervising Experience,Financial Planning Employment Type : Full Time Experience: years Vacancy: 1 Monthly Salary Salary: 140000 - 185000