Customer Operations Director
1 month ago
Does your definition of success mean empowering others? Then Jobber might be the place for you We’re looking for a Customer Operations Director to be part of our Customer Success department. Jobber exists to help people in small businesses be successful. We work with small home service businesses, like your local plumbers, painters, and landscapers, to transform the way service is delivered through technology. With Jobber they can quote, schedule, invoice, and collect payments from their customers, while providing an easy and professional customer experience. Running a small business today isn’t like it used to be—the way we consume and deliver service is changing rapidly, technology is evolving, and customers expect more. That’s why we put the power and flexibility in their hands to run their businesses how, where, and when they want Our culture of transparency, inclusivity, collaboration, and innovation has been recognized by Great Place to Work, Canada’s Most Admired Corporate Cultures, and more. Our employees likewise love the Jobber culture with 93% of employees recommending Jobber and 100% approving of our CEO (according to Glassdoor). Jobber has also been named on the Globe and Mail’s Canada’s Top Growing Companies list, and Deloitte Canada’s Technology Fast 50, Enterprise Fast 15, and Technology Fast 500 lists. About This Opportunity: As the Customer Operations Director, you will lead the effective management and forecast of labour requirements for the Customer Success organization. You will be responsible for forecasting volume and real-time scheduling on a day-to-day and hour-to-hour basis, managing staff schedules across multiple channels based on historical and anticipated volume. You will work with a variety of key stakeholders across functions to achieve optimal team performance results. In this role, you will report to the VP of Customer Experience, partnering closely with Customer Success leadership to drive improvements that optimize the customer experience. Responsibilities Leads the development, execution and communication of the Customer Success Org’s workforce planning roadmap, to optimise and scale its workforce and to create strategic long-range plans. Lead and oversee capacity and workforce planning, forecasting, real-time management scheduling, analysis of metric data and service level achievement Engage in continuous review and assessment of optimal staffing levels required to meet demand forecasted, response time targets and service levels Create and implement schedules that align workforce resources to volume; minimize over/understaffing while accounting for seasonality and fluctuations for a team of approx 100 customer facing employees working 7 days a week. Conduct rigorous daily, intra-daily, weekly, monthly, and annual comparisons between actual results and forecasts to ensure precise staffing alignment and real time agile adjustments. Analyze data and trends to provide strategic recommendations, predict future needs and improve performance against service levels. Develop and implement processes to increase forecasting and staffing accuracy. Proactively monitor key performance indicators such as response time and customer satisfaction to improve team performance Manage Business Process Outsourcing (BPO) vendor relationships and ensure strategic alignment of resources to business objectives. Monitor real-time schedule adherence and agent utilization and partnering with the direct managers to ensure desired behaviours Collaborate with internal stakeholders to Identify and recommend operational support improvements, tools, and technology to reduce and eliminate performance gaps. Create comprehensive reports and present actionable insights to senior leaders, highlighting areas for optimization. Identify and manage the communication of real time volume drivers and system outages that impact performance and escalate interruptions to appropriate business leader Requirements 10+ years of experience leading and developing staffing demand and capacity models with expertise in Customer Success for a SaaS or subscription based business Bachelor's degree in a related field or equivalent work experience. Domain expertise in Customer Success with experience working on Support tools like Zendesk, RingCentral, Intercom, SFDC Experience managing outsourced partners and BPO vendors ensuring delivery against performance targets and strategic alignment with business objectives Strong analytical skills and quantitative data analysis of business information with the ability to draw insights and communicate them to stakeholders Demonstrate strong skills and proficiency in project management, change management, and strategic planning #J-18808-Ljbffr
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Director of Sales Operations
4 weeks ago
San Diego, United States Director of Sales Operations Full timeSeeking a Director of Sales Operations for a design, engineering and manufacturing company focused on low-power wireless telecommunications, payment processing systems, intelligent data management and SaaS technologies. The Director of Sales Operations will lead the sales operations team, driving efficiency and effectiveness across the sales organization....
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Director of Marketing
7 days ago
San Diego, United States Director of Marketing Full timeSeeking a Director of Marketing for a design, engineering and manufacturing company focused on low-power wireless telecommunications, payment processing systems, intelligent data management and SaaS technologies. The Director of Marketing will drive strategic direction and oversee the execution of comprehensive marketing plans to enhance brand awareness,...
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Site Operations Director
4 weeks ago
San Diego, California, United States Allied Universal Full timeSite Operations Director - Allied Universal Job DescriptionAt Allied Universal, we are looking for a highly skilled Site Operations Director to join our team. As a Site Operations Director, you will be responsible for overseeing the day-to-day operations of an assigned account, including hiring, training, disciplining, and terminating staff. Your primary...
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Director of Operations
3 weeks ago
san diego, United States Ultimate Staffing Full timePosition: Director of OperationsIndustry: Construction, emphasis undergrounding/grading/concreteDuration: PERMANENENTSalary: $125k - $150k depending on related experience A growing Southern California focused construction company is seeking a Director of Operations to support! As the Director of Operations you will implement and create operation policies...
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Director of Operations
1 month ago
san diego, United States Ultimate Staffing Full timePosition: Director of OperationsIndustry: Construction, emphasis undergrounding/grading/concreteDuration: PERMANENENTSalary: $125k - $150k depending on related experience A growing Southern California focused construction company is seeking a Director of Operations to support! As the Director of Operations you will implement and create operation policies...
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Director of Operations
1 month ago
San Diego, United States Ultimate Staffing Full timePosition: Director of OperationsIndustry: Construction, emphasis undergrounding/grading/concreteDuration: PERMANENENTSalary: $125k - $150k depending on related experience A growing Southern California focused construction company is seeking a Director of Operations to support! As the Director of Operations you will implement and create operation policies...
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Strategic Customer Experience Director
5 days ago
San Diego, California, United States RM Advisory Services LLC Full timeJob Summary:The Director of Customer Experience at RM Advisory Services LLC will lead the inside sales and customer support teams to deliver exceptional results. This role requires a seasoned professional with expertise in sales and customer experience operations leadership.Key Responsibilities:Develop and implement strategies to optimize performance and...
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Souvenir Operations Director
2 days ago
San Diego, California, United States Photogenic Full timeSouvenir Operations Director Job Description:**Company Overview**Prominent souvenir photography solutions provider, Photogenic, seeks a seasoned Souvenir Operations Director to spearhead daily operations and drive profitability at the USS Midway. Since 2001, Photogenic has excelled in creating unique experiences for children and families through its...
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Event Sales and Operations Director
2 days ago
San Diego, California, United States Bartell Hotels, a CALP Full timeUnlock Your Potential as Event Sales and Operations Director at Bartell HotelsAs an Event Sales and Operations Director with Bartell Hotels, a CALP company, you will be responsible for generating revenue through weddings and catering events. With a focus on maximizing all revenue potential, this role is ideal for individuals who are passionate about...
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Operations Director
7 days ago
San Diego, California, United States Vets Hired Full timeAbout the RoleVets Hired is seeking an experienced Operations Director to oversee high-level HR duties, analyze and improve organizational processes, and work to improve quality, productivity, and efficiency.Key ResponsibilitiesWork hand-in-hand with the project team to create a mutual understanding of the project strategy based on the requirement of the...
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Restaurant Operations Director
6 days ago
San Diego, California, United States Restaurant Industry Full timeJob OverviewWe are seeking an experienced Restaurant Operations Director to lead our team in delivering exceptional dining experiences. This is a full-time position with a competitive salary of $75,000 - $90,000 per year.Key Responsibilities:Develop and implement operational strategies to drive sales growth and profitability.Manage daily operations,...
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Restaurant Operations Director
6 days ago
San Diego, California, United States Water Grill San Diego Full timeRestaurant Operations DirectorWe are seeking a skilled Restaurant Operations Director to join our team at Water Grill San Diego. As a Restaurant Operations Director, you will be responsible for overseeing the daily operations of our restaurant, including food preparation, guest relations, and financial management.Salary: $80,000 - $95,000 per year, based on...
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Construction Operations Director
5 days ago
San Diego, California, United States Bilbro Construction Full timeAbout Bilbro ConstructionBilbro Construction And Marcon Eng. Companies, Inc. were founded in 1997, and through the years, it has earned a reputation as one of San Diego's most respected, mid-sized general contractors.We pursue projects demanding a high level of expertise and close attention to detail. Our recognized expertise includes the construction of...
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Clinical Operations Director
7 days ago
San Diego, California, United States Intercare Therapy Full timeOverviewAt Intercare Therapy, we are dedicated to providing exceptional behavioral health services. As a Regional Clinical Director, you will play a vital role in overseeing our clinical operations and ensuring the highest quality of care for our clients.SalaryThe estimated salary for this position is $115,000, based on industry standards and market...
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Senior Director, Associate General Counsel
5 days ago
San Diego, California, United States ARS Pharmaceuticals Operations Full timeARS Pharmaceuticals Operations is a leading commercial pharmaceutical company dedicated to improving patients' lives. With a strong commitment to innovation and excellence, we are seeking a highly skilled Senior Director, Associate General Counsel - Pharmaceutical Regulatory Affairs to join our team.About the RoleWe are looking for a seasoned legal...
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Construction Operations Director
6 days ago
San Diego, California, United States Greater San Diego Air Conditioning Company Inc. Full timeAbout the RoleWe are seeking a highly skilled Construction Operations Director to lead our construction department in San Diego. This is a fantastic opportunity for an experienced professional to take charge of our operations and drive excellence in project delivery.
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Sales Operations Strategy Director
4 days ago
San Diego, California, United States IPS Group Inc Full timeDrive Sales Efficiency and EffectivenessThe IPS Group Inc is a leading provider of low power wireless telecommunications and parking technologies. We are seeking an experienced Sales Operations Strategy Director to lead our sales operations team in driving efficiency and effectiveness across the sales organization.About UsWe have been delivering world-class...
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Hospice Operations Director
2 days ago
San Diego, California, United States BrightSpring Health Services Full timeWe are seeking an exceptional Hospice Operations Director to join our team at BrightSpring Health Services. This key leadership role oversees hospice operations across a region, ensuring the delivery of high-quality patient care in accordance with legal and regulatory compliance standards.
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Maintenance Operations Director
6 days ago
San Diego, California, United States National CORE Full timeJob Title: Maintenance Operations DirectorCompany Overview: National CORE is seeking a skilled and experienced professional to join our team as a Maintenance Operations Director. This role plays a critical part in ensuring the superior condition of our apartment communities.About the Role: As a Maintenance Operations Director, you will oversee all...
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Production Operations Director
6 days ago
San Diego, California, United States Concrete Company Full timeJob SummaryWe are seeking a highly experienced Production Operations Director to lead our plant operations team in the production, maintenance, quality, and shipping/receiving departments. The successful candidate will have excellent leadership skills and a proven track record of managing capital assets and ensuring compliance with environmental safety...
