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Service Operations Leader

2 months ago

Denver, Colorado, United States Intuitive Full time
Position Overview
As a pivotal leader within Intuitive, the Service Operations Leader is tasked with ensuring that our organization provides outstanding and timely service to clients through the effective coordination of all service-related functions within their designated area.

Key Responsibilities
  • Lead and inspire a team of field-based professionals, fostering collaboration and alignment with other customer-facing and back-office personnel.
  • Ensure that the team consistently delivers high-quality service while optimizing efficiency and cost-effectiveness.
  • Engage with customers and team members in the field to mentor staff, strengthen customer relationships, and pinpoint areas for enhancing the overall customer experience.
  • Exhibit a strong sense of business ownership, delivering exceptional customer service and maintaining outstanding communication skills.
Essential Duties
  • Identify and recruit talented individuals who elevate team performance.
  • Coach and develop team members to enhance their contributions and realize their potential.
  • Foster a collaborative team environment that promotes trust, respect, and cooperation.
  • Demonstrate a consistent ability to achieve results.
  • Utilize data and metrics to monitor progress and assess business health, ensuring continuous improvement.
  • Communicate team performance metrics to management effectively.
  • Oversee resource utilization and recommend adjustments to optimize performance.
  • Maintain a thorough understanding of daily team activities and their alignment with organizational objectives.
  • Ensure that the team's output meets the highest quality standards, fulfilling customer needs and regulatory obligations.
  • Guarantee adherence to all service contract commitments and effectively communicate the value of Intuitive Service to clients.
  • Provide escalation support to resolve significant customer issues promptly and effectively.
  • Ensure accurate documentation within customer management, employee management, and quality management systems.
  • Collaborate with commercial and ecosystem partners to meet customer expectations.
  • Work with senior leadership on process improvement initiatives to enhance efficiency and performance.