Senior Vice President of Service Operations
2 weeks ago
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.
- 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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