Senior Vice President of Service Operations

2 weeks ago


Renton, Washington, United States Navia Benefit Solutions Full time
Job Overview

The Senior Vice President (SVP) of Service Operations will be responsible for steering and managing the strategic and operational facets of our service operations. This position demands a proactive and seasoned leader with a solid history in overseeing extensive service operations, enhancing customer satisfaction, and attaining operational excellence, efficiency, and scalability.

Key Responsibilities
  • Strategic Leadership:
    • Formulate and execute the strategic vision for the service operations sector.
    • Provide guidance and oversight to ensure effective and efficient service delivery.
    • Ensure alignment of service operations with the broader business objectives of the organization.
  • Operational Efficiency:
    • Manage daily operations to uphold high service delivery standards and customer satisfaction.
    • Introduce best practices and continuous improvement strategies to elevate service quality and operational efficiency.
    • Evaluate and interpret key performance indicators (KPIs) to foster performance enhancements and client satisfaction.
    • Implement training and strategies to mitigate data breaches and uphold data integrity.
  • Enhancing Customer Experience:
    • Collaborate across departments to devise and implement strategies aimed at improving customer interactions.
    • Address customer concerns and complaints swiftly and effectively.
    • Encourage a customer-focused culture within the service operations team.
  • Financial Oversight:
    • Oversee the annual budget for the service operations division, focusing on personnel and overtime costs.
    • Optimize resource distribution and financial management to meet fiscal objectives.
  • Team Leadership:
    • Guide, mentor, and cultivate a high-performing service operations team.
    • Foster a culture of accountability, teamwork, and ongoing development.
    • Identify and fulfill training and development needs within the team.
  • Stakeholder Collaboration:
    • Engage with other executives and departments to ensure support for service operations initiatives.
    • Establish and maintain robust relationships with key stakeholders, including clients, partners, and suppliers.
    • Represent the service operations division in executive meetings and external engagements.
Qualifications
  • Bachelor's degree in Business Administration, Operations Management, or a related discipline (MBA preferred).
  • Demonstrated experience in a senior leadership capacity within service operations, ideally in technology or business services sectors.
  • Proven track record in managing KPIs to drive service excellence.
  • Strong strategic thinking and problem-solving capabilities.
  • Ability to collaborate across teams to achieve organizational goals.
  • Financial acumen with experience in budget management.

Salary Range: $175,000 - $225,000

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