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Senior Operations Director

4 weeks ago

Hopkinton, Massachusetts, United States BILLSHARK Full time

BillsHark Operations Leadership Opportunity

We are seeking a highly skilled and experienced Operations Leader to join our team at BillsHark. As a key member of our leadership team, you will be responsible for driving operational excellence and ensuring the efficient delivery of our services.

Key Responsibilities:

  • Collaborate with executive-level management to develop and implement performance goals and operational plans.
  • Maximize efficiency and productivity through process analysis and interdepartmental collaboration.
  • Develop and implement strategic and tactical goals for operational efficiency and increased productivity.
  • Analyze current operational processes and performance, recommending solutions for improvements when necessary.
  • Lead the team and establish a trusting and productive environment that results in an amazing culture.
  • Build and maintain relationships with all levels of the organization.
  • Plan, monitor, and analyze key metrics for the day-to-day performance of the operations.
  • Maintain NPS and CSAT goals that result in an amazing customer experience.
  • Create an Operations forecast that feeds into a WFM plan to ensure proper staffing to SLAs.
  • Constantly review processes to identify areas for improvement and automation.
  • Manage multiple teams/departments.

Requirements:

  • Bachelor's degree and 5 years of industry experience.
  • Proven ability to develop innovative solutions for increased productivity.
  • Superior negotiation skills in both internal and external settings.
  • Masterful organizational, communication, and leadership skills.
  • Strong working knowledge of data analysis and performance metrics using business management software.
  • Ability to streamline and implement new structures and roles that create speed, efficiency, and support rapidly shifting business demands.
  • Superior knowledge of multiple operational functions and principles.
  • Proven ability to plan and manage operational processes for maximum efficiency and productivity.
  • Must be available and willing to work outside of normal business hours.