Senior Vice President of Service Excellence

2 weeks ago

Sioux City, Iowa, United States Total Fire Protection Full time

Company Overview: At Total Fire Protection, we prioritize our mission of fostering relationships while ensuring safety and delivering exceptional service. As a member of our team, you will be a vital contributor to our collective goal of providing Fire and Life Safety solutions to clients across the nation.

Core Values: Our organizational culture is rooted in our core values, which define our identity and guide our actions. We are committed to our Five-Alarm Growth philosophy, emphasizing adaptability, progressive action, ongoing education, continuous enhancement, and full engagement. We prioritize our team members and uphold our commitment to integrity through reliable execution. Our belief in doing the right thing cultivates loyalty, trust, and respect, reflecting our care for our employees, clients, and community.

Position Summary: The Senior Vice President of Service Excellence is instrumental in managing and refining the service delivery framework within the organization. This executive role demands a strategic mindset, robust leadership capabilities, and a comprehensive understanding of operational workflows, all while maintaining a focus on delivering outstanding service quality. The SVP will work alongside cross-functional teams to boost efficiency, elevate customer satisfaction, and propel overall business performance.

Key Responsibilities:

Strategic Direction:

  • Formulate and execute a holistic service operations strategy that aligns with overarching business goals.
  • Partner with senior management to establish objectives and key performance indicators (KPIs) for service operations.

Process Enhancement:

  • Evaluate current service delivery methodologies and pinpoint areas for enhancement and optimization.
  • Adopt best practices and innovative approaches to improve service efficiency and effectiveness through technological advancements.

Team Leadership:

  • Guide, mentor, and motivate a high-achieving service operations team.
  • Encourage a culture of continuous improvement, accountability, and customer focus within the service operations division.

Customer Engagement:

  • Promote a customer-centric philosophy, ensuring service operations consistently meet or surpass client expectations.
  • Establish and oversee customer feedback systems to drive enhancements in service quality.

Collaborative Efforts:

  • Work in conjunction with other departments, including IT, sales, marketing, and finance, to ensure seamless coordination and communication throughout the organization.
  • Engage closely with sales teams to comprehend customer requirements and align service offerings accordingly.

Resource Optimization:

  • Maximize resource allocation, including personnel, technology, and budget, to achieve operational excellence.
  • Anticipate and plan for future service capacity and scalability needs.

Technology Adoption:

  • Assess and implement relevant technologies to streamline service operations and enhance overall performance.
  • Stay informed about industry trends and emerging technologies that can positively influence service delivery.

Compliance and Risk Oversight:

  • Ensure service operations adhere to applicable regulations and industry standards.
  • Identify and mitigate operational risks to maintain a secure and compliant service environment.

Qualifications:

  • Bachelor's degree in business, operations management, or a related discipline (MBA preferred).
  • Over 10 years of proven experience in a senior leadership capacity within service operations or a related field.
  • Demonstrated success in implementing process enhancements and achieving operational excellence.
  • Strong analytical and problem-solving capabilities.
  • Exceptional interpersonal and communication skills.
  • Ability to lead and inspire a diverse team in a dynamic environment.

Total Fire Protection is an Equal Opportunity Employer and does not discriminate against any applicant based on race, color, religion, national origin, gender, marital status, age, disability, sexual orientation, military/veteran status, or any other status protected by Federal or State law or local ordinance.

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