Senior Director of Service Operations, Director of Service Excellence

7 days ago

Garland, Texas, United States BearCom Full time
About the Role

We are seeking a highly experienced and skilled Senior Director of Service Operations to lead our service operations team at BearCom. As a key member of our leadership team, you will be responsible for developing and implementing strategies to improve service efficiency, ensuring high customer satisfaction, and driving overall service excellence.

Key Responsibilities
  • Oversee daily service operations, ensuring efficiency, quality, and adherence to company standards.
  • Develop and implement service standards and processes that align with the company's goals and objectives.
  • Lead and mentor a team of service professionals, fostering a culture of excellence and continuous improvement.
  • Drive initiatives to enhance customer satisfaction and service quality.
  • Develop safety standards and metrics.
  • Have a proven ability to develop a team of leaders that share knowledge and resources.
  • An ability to lead and motivate employees at multiple levels within the organization.
  • Develop and manage budgets, forecasts, and financial plans.
  • Analyze financial data to make informed decisions and optimize resource allocation.
  • Establish a culture of accountability with an emphasis on customer satisfaction and operational excellence.
  • Analyze service metrics and performance data to identify areas for improvement and implement corrective actions.
  • Collaborate with the sales team to ensure seamless service delivery and address any service-related issues.
  • Develop and maintain strong relationships with customers, understanding their needs and ensuring service offerings are aligned.
  • Possess a goal-achieving and over-performing mindset dedicated to excellence.
  • Be a team player and self-starter who takes complete ownership for their results.
  • Lead, mentor, and develop a high-performing team, fostering a culture of accountability and excellence.
  • Encourage collaboration, creativity, and professional development among team members.
  • Manage succession planning and talent development within the organization.
  • Be a highly driven team player with a proven ability to succeed.
  • An active listener who gives full attention to internal and external customers.
  • Possess strong organizational time management and prioritization.
Requirements
  • 5-7 years leadership experience in directly leading a profitable service team.
  • Proven track record of success in service execution, and team leadership.
  • Experience working with cross-functional teams and driving organizational change.
  • Travel to various locations up to 50% of the time to oversee service operations, meet with clients, and ensure compliance with service standards.
  • Conduct on-site evaluations, walking up to a mile on uneven surfaces to assess service conditions and address any issues.
  • Occasionally lift and move equipment or materials weighing up to 25 pounds as part of service operations.
What We Offer
  • Highly Competitive Compensation.
  • Medical, Dental, and Vision Insurance.
  • Company-Paid Life, Short/Long-Term Disability Insurance.
  • Paid Holidays.
  • Generous Paid Time Off.
  • Matching 401k Plan.
  • Employee Referral Bonus.
  • Tuition Reimbursement.
About BearCom

BearCom is a leading provider of wireless voice, data, and video solutions in North America. We are committed to delivering exceptional service and support to our customers, and we are seeking a highly skilled and experienced Senior Director of Service Operations to join our team.

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