Senior Operations Director

1 week ago

Oklahoma City, Oklahoma, United States Hirebridge Full time
About the Role

We are seeking a highly skilled and experienced Senior Operations Director to join our team at Aspira Solutions. As a key member of our leadership team, you will be responsible for driving the operational strategy and direction of our business, ensuring we achieve our annual goals and objectives.

Key Responsibilities
  • Translate the company's vision and strategy into operational plans and tactics to achieve desired outcomes and stakeholder success.
  • Design and direct internal operations to achieve satisfactory Key Performance Indicators (KPIs), goal delivery, and budgeted results through the management and oversight of Technical Account Management, Professional Services, Retail Contact Center, Help Desk, Logistics, and Fulfillment departments.
  • Spearhead client technical interface functions to further company technology and minimize incremental investment, while crafting client asks into actions that delight the client.
  • Develop tools and methods for teams to prioritize client requests and enhancements in a repeatable and predictable manner that prioritizes retention, client NPS, and profitability.
  • Lead high-performing service center operations that drive SLA achievement for clients, while simultaneously improving key efficiency metrics and leveraging AI to reduce headcount.
  • Establish and lead clear dashboards describing cost-to-serve by client and manage service by client based on profitability.
  • Participate in the development and preparation of short and long-range plans based upon broad organization goals and develop effective growth strategies.
  • Drive the execution of Contact Center and Help Desk strategies through effective capacity planning, achievement of Service Level Agreements (SLAs), Net Promoter Scores, etc.
  • Serve as a strong technical business partner and project manager, defining, outlining, documenting, and driving technical transformation of the operational environment.
  • Hold responsibility for the measurement and effectiveness of all operational processes, return-on-investment, and corresponding business and technical plans.
  • Oversee development of performance reporting, developing business analytics associated with internal and external reporting for clients, sales, and business health.
  • Collaborate with all stakeholders for the achievement of business goals and the continued development and establishment of equitable best-in-class policies throughout the business.
Requirements
  • Obtains a well-demonstrated leadership capacity to assume direct accountability for operations and the ability to lead and motivate people to achieve agreed-upon results.
  • Extremely organized, high-energy, disciplined, hands-on, and process-oriented leader with a strong work ethic.
  • Strong people management and leadership skills, highly effective and active communicator with all cross-functional designs and stakeholders.
  • Open leadership style, actively seeking out and supporting collaborative thinking and problem-solving with others in the organization.
  • Possesses a natural sense of urgency in achieving business goals and the ability to embrace entrepreneurial and fast-paced environments.
  • Practices a well-demonstrated capacity to assume direct accountability for project management, research, and analytics, including the ability to partner and motivate project contacts to achieve agreed-upon results.
  • Possesses forward thinking and a strong talent for making decisions based on industry trends, competitive landscapes, and customer needs.
  • Ability to synthesize complex issues, turn data into a narrative, and recommend direction in a clear presentation.
  • Ability to work independently with minimum supervision and guidance, prioritize work, and handle simultaneous tasks with success and accuracy.
  • Detail-oriented, displaying an ability to manage multiple tasks simultaneously with strong organizational skills, and effectiveness under pressure with tight timeframes.
  • Demonstrated track record of recognizing all constituencies and interacting with all levels of stakeholders in a courteous and professional manner.
  • Proactive, responsive, results-oriented, and resourceful, possessing the highest level of integrity and motivation.
  • Practices excellent written, interpersonal, listening, and verbal communication skills, consistently sharing important information, and proactively digging into issues and people with a concern for holistic stakeholder success.
  • Aptitude for recognizing opportunities where the company can provide clients further value, properly evaluating risks and advantages, to consistency expanding existing relationships, growing accounts, and profit.
  • Demonstrated ability to project a professional and friendly image to internal and external clients.
  • Proficient with Microsoft Suites, including: Word, Excel, Access, and PowerPoint.
Desired Qualifications
  • Bachelor's degree in Business, Leadership, Finance, or related discipline, with a Master's degree preferred.
  • >10 years' experience within a senior operations leadership or vice president of operations position within the software as a service (SaaS) industry responsible for all business sector operations.
  • Experience operating and managing teams within a cross-functional and a national onsite and remote workforce.
  • >7 years' experience within a role managing a multi-team operation with direct oversight and management of a Call Center/Contact Center.
  • >7 years' experience with corporate organizational development, including revenue expansion, systems management, client integrations, contact center automation, integration/leveraging of contact center AI, with full responsibility for customer SLAs, KPIs, and eNPS.
  • A proven track record of aligning management teams to ensure key organizational objectives are accomplished.
Desired Hardware and Software Competency
  • Experienced with Customer Relationship Management (CRM) software including Salesforce, Hubspot, etc.
  • Experience with Task Management Software including Asana and Jira.
  • Microsoft Suites Intermediate Level: professional usage of suites in an office setting.
  • Microsoft Excel Intermediate Level: proficient with v-lookups, basic formulas, with a skillset to utilize spreadsheets for data compilation, analysis, and budget management extremely beneficial.
General Physical Demands

The below physical demands are representative of those required to successfully perform the essential functions of this job.

  • Visual Acuity: Close visual acuity to read and analyze data on a computer monitor.
  • Hearing Ability: Must be able to communicate effectively in person, over the phone, and through electronic media.
  • Manual Dexterity: Operation of a phone, keyboard, mouse, and general office equipment.
  • Repetitive Motion: Regular and consistent use of hands and fingers for typing, writing, and other computer-related tasks.
  • Lifting and Carrying: Occasional lifting and carrying of office supplies and materials weighing up to 10 pounds.
  • Sedentary Work and Body Position: The majority of work is performed while stationary or sitting at a desk or computer workstation. Prolonged periods of sitting and working on a computer are required.

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