Director of Operations

4 days ago

Phoenix, Arizona, United States Prosum Full time
Director of Operations

We are seeking a seasoned and visionary Director of Operations to spearhead our Operations teams in delivering exceptional service quality and efficiency. In this role, you will be responsible for developing and executing a streamlined operational strategy, driving process improvements, and collaborating with key stakeholders across the organization.

Key Responsibilities:

  • Leadership and Guidance: Provide leadership, guidance, and mentorship to Field Operations Managers, ensuring that teams align with the organization's goals and operational standards.
  • Operational Oversight: Oversee day-to-day operations, ensuring strict adherence to processes, schedules, and performance metrics to drive operational excellence.
  • Analysis and Improvement: Analyze operational dashboards and performance reports to identify opportunities for optimization and implement necessary improvements.
  • Inventory Management: Collaborate with Warehousing leadership to manage inventory effectively across regional warehouse locations.
  • Financial Acumen: Review financial reports monthly to proactively identify cost-saving opportunities and drive process improvements.
  • Performance Evaluation: Regularly evaluate weekly case reports to detect training gaps, performance issues, or areas for improvement within Operations teams and contractors.
  • One-on-One Assessments: Conduct weekly one-on-one assessments with Operations Managers to address challenges, provide feedback, and monitor progress.
  • Strategic Development: Develop and implement strategies that foster a high-performance service organization focused on delivering superior customer experiences.
  • Team Enablement: Equip teams with the tools, resources, and training needed to effectively manage service delivery, drive customer success, and exceed expectations.
  • Workflow Refinement: Continuously refine workflows to enhance service delivery, streamline operations, and meet or exceed customer satisfaction targets.
  • Contractor Management: Manage and coordinate contractors and field operations teams, setting performance goals that prioritize service quality and operational efficiency.
  • Customer Issue Resolution: Respond to customer issues in a timely manner, utilizing root-cause analysis, proactive training, and quality control reviews to prevent recurrence.
  • Communication: Communicate effectively with stakeholders at all levels, leveraging strong written and verbal communication skills.
  • System Utilization: Utilize ERP systems (NetSuite, Dynamics, etc.), Microsoft 365, CRM platforms, and time/labor management tools to analyze data and make informed decisions.
  • Standard Operating Procedures: Develop, implement, and maintain Standard Operating Procedures (SOPs) to ensure consistency, standardization, and scalability within the department.
  • Escalated Complaint Resolution: Investigate and resolve escalated customer complaints, identify root causes, communicate with customers, and implement corrective actions to prevent future issues.
  • Contractor Development: Implement best practices for recruiting, retaining, and developing highly effective 1099 contractors, ensuring they deliver exceptional service quality to customers.

Physical Requirements:

This position requires regular sitting, reaching, talking, and hearing. It also involves frequent standing, walking, and using hands to handle or feel objects. The ability to lift and carry 25 to 30 lbs is required. Visual abilities needed include close vision, distance vision, peripheral vision, and the ability to adjust focus. Reasonable accommodations will be made to support individuals with disabilities in performing the essential functions of this role.

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