Director, Service Infrastructure

4 weeks ago

Marlborough MA, Middlesex County, MA, United States BJ's Wholesale Club Full time

Join our team of more than 34,000 team members, supporting our members and communities in our Club Support Center, 235+ clubs and eight distribution centers. BJ’s Wholesale Club offers a collaborative and inclusive environment where all team members can learn, grow and be their authentic selves. Together, we’re committed to providing outstanding service and convenience to our members, helping them save on the products and services they need for their families and homes.

The Benefits of working at BJ’s

• BJ’s pays weekly

• Generous time off programs to support busy lifestyles*

o Vacation, Personal, Holiday, Sick, Bereavement Leave, Jury Duty

• Benefit plans for your changing needs*

o Three medical plans**, Health Reimbursement Account (HRA), Health Savings Account (HSA), two dental plans, flexible spending

*eligibility requirements vary by position

**medical plans vary by location

Job Summary:

The Director - Service Infrastructure is a critical role in the Shared Service Organization responsible for defining, setting up, sustaining, and improving key support processes to ensure smooth, reliable and repeatable service delivery working seamlessly between retained function organization, on-site shared services organization and offshore BPO vendor organization. This role acts as a steward for all aspects of Service Infrastructure (ensuring timeliness and completeness) for BJ’s Shared Services group.

Job Responsibilities:

  • Define the governance model between functions and Shared Service Delivery Organization to review performance, improvement, future strategies.
  • Define the mission and objectives for SSC organization and how they tie into overall The company’s organization. Play a key role in the future strategy of the SSC.
  • Define strong service levels across functions with integrated end-to-end view of the process and help them implement the same working collaboratively with business excellence, vendors, vendor Leader and function stakeholders.
  • Define a playbook for incident management and severity levels. Executive and monitor the adherence and follow up by operations teams to the playbook.
  • Define, develop, and deploy a capacity model process – helping and facilitating operating teams on understanding capacity drivers, forecasting and communication with function stakeholders at The company’s and potentially with BPO vendors in the context of outsourcing.
  • Responsible for continuous review of Business Continuity Plan across both onshore and offshore locations with assuming responsibility for periodic review and solutioning for the same.
  • Foster and define a knowledge management strategy and process to ensure timely updating operating procedures, capturing tribal knowledge, dissemination of best practices.
  • Work with SSC leadership on branding and visibility to Shared Services Org and showcase SSC as a talent destination within The company’s.

The Director for Service Infrastructure (SI) also fosters team professional development through mentoring and coaching resources within Shared Services on Shared Service methodologies. This role drives the group’s strategic plan for our Service Infrastructure design/operation and plays a key role in SSC strategy setting. The candidate will need to bring prior experience in vendor management, operations and/or other related disciplines with working in a Shared Services environment.

Major Tasks, Responsibilities, and Key Accountabilities:

1. Governance definition

  • Define governance model between function and SSC leadership with potential partnership with BPOs. Institute a comprehensive and through governance playbook which defines different meetings and interactions between BPO and the company’s SSC which includes purpose, process, attendees, agenda, outputs, minute logs, issue trackers (as illustrative examples).
  • Identifying, leading, and driving meeting rigor to meet strategic objectives for SSC – performance and SLA management, financial, transformation and productivity and controls.

2. Incident management

  • Thorough process to capture process and service deficiencies duly segmented by severity.
  • Clearly defined ownership, RACI and guidelines for escalation by severity definitions
  • Playbook for root cause analysis of incidents and a formal closure process for incidents.

3. Performance Monitoring and Reporting:

  • Establish key performance indicators (KPIs) and SLAs to measure vendor performance.
  • Monitor vendor performance against agreed-upon metrics and take corrective actions when necessary.
  • Prepare regular performance reports for senior management.

4. Capacity Management

  • Define a strong process framework to capture drivers of capacity across each process and help operations teams with forecasting capacity for service delivery including onsite shared services and offshore BPO teams

5. Business Continuity:

  • Assess risk of service delivery from a holistic SSC viewpoint and address risk mitigation measures working collaboratively with operations, functions, vendors to assess, manage, build and execute on a business continuity plan across in-scope functions.

6. Others

  • Build and define a knowledge management system for operations to ensure adequate hedge against attrition, proper control infrastructure, strong and comprehensive documentation of processes in form of desktop procedures with strong change control processes.
  • Build and execute on a request management system for incoming new program or new transition requests coming in from stakeholder groups – functions, SSC, vendor etc.
  • Championing continuous improvement ideas, fostering success for SSC operations with effective collaboration, best practice sharing.

Job Qualifications:

  • Bachelor’s degree in Business, Math, Science, or Finance required, MBA preferred.
  • 10+ years of progressive Global Business Services/Shared Services experience.
  • US Retail and/or prior SSC work experience strongly preferred.
  • Strong leadership skills and ability to motive global teams working under tight timelines/budgets
  • Executive presence and influence skills – ability to develop strong, compelling value propositions and influence executive levels stakeholders.
  • Superior problem-solving skills, leadership qualities, influencing, communication and consulting skills, team/interpersonal skills. Outstanding ability to diagnose problems which could be related to process, technology, strategy, or people and put in place actions/measures.
  • Project / Program Management Experience
  • Technical skills: Full life-cycle Business process improvement methodology (including lean Six Sigma). ERP experience (SAP preferred). Global implementation experience (working across BPOs). Functional knowledge of key business processes (order to cash, source to pay, record to report, hire to retire).
  • Proficient in Microsoft Excel, Power Point, Word, Outlook Access

**Preferred Skills:**

  • Strong familiarity with specific BPO industries (e. g., Finance, HR, customer service, IT outsourcing).
  • Experience with procurement and sourcing strategies.
  • Knowledge of industry best practices in vendor management.
  • Lean Six Sigma

In accordance with the Pay Transparency requirements, the following represents a good faith estimate of the compensation range for this position. At BJ’s Wholesale Club, we carefully consider a wide range of non-discriminatory factors when determining salary. Actual salaries will vary depending on factors including but not limited to location, education, experience, and qualifications. The pay range for this position is starting from $142,000.00.

  • Resident Services Director

    1 week ago

    West Yarmouth, Massachusetts 02673, MA, Barnstable County, MA, United States Maplewood Mill Pond LLC Full time

    Resident Services Director, RN or LPN Want to know what makes our employees eager about going to work every day? The people we serve. Being a part of Maplewood requires passion and a desire to help others. Each employee has the ability to touch the hearts of all our seniors and be a part of something bigger than themselves. It’s not just a job. It’s an...

  • Resident Services Director

    1 day ago

    West Yarmouth, Massachusetts 02673, MA, Barnstable County, MA, United States Maplewood Mill Pond LLC Full time

    Resident Services Director, RN or LPN Want to know what makes our employees eager about going to work every day? The people we serve. Being a part of Maplewood requires passion and a desire to help others. Each employee has the ability to touch the hearts of all our seniors and be a part of something bigger than themselves. It’s not just a job. It’s an...

  • Executive Director of Operations

    3 weeks ago

    SPRINGFIELD, MA, 01104, Hampden County, MA, United States Sodexo Full time

    Unit Description: *Relocation assistance and annual incentive eligible* Sodexo Schools is seeking an Executive Director of Operations to lead our innovative Child Nutrition partnership with Springfield Public Schools District, which serves 60+ schools under the direction of 15 managers and 300+ front line employees. A state-of-the-art commissary kitchen, the...

  • Lifestyle Director

    1 month ago

    Harwich, MA, 02645, Barnstable County, MA, United States Maplewood Brewster LLC Full time

    Lifestyle Director Want to know what makes our employees eager about going to work every day? The people we serve. Being a part of Maplewood requires passion and a desire to help others. Each employee has the ability to touch the hearts of all our seniors and be a part of something bigger than themselves. It’s not just a job. It’s an extraordinary...

  • LPN/RN Wellness Nurse

    2 weeks ago

    Yarmouth, MA, Barnstable County, MA, United States Maplewood Mayflower Place ALF LLC Part time

    LPN/RN Per Diem Wellness Nurse Summary: The Resident Services Nurse (Licensed Practical Nurse) is responsible for assisting the Resident Services Director with the overall implementation, delivery, and coordination of Resident Care Services at the Community. Essential Functions: Supervise Resident Services Department associates, including C.N.A.’s...

  • Licensed Practical Nurse

    3 weeks ago

    Barnstable, MA, 02630, Barnstable County, MA, United States Maplewood Mayflower Place ALF LLC Part time

    LPN/RN Per Diem Wellness Nurse Reports To: Resident Services Director Summary: The Resident Services Nurse (Licensed Practical Nurse) is responsible for assisting the Resident Services Director with the overall implementation, delivery, and coordination of Resident Care Services at the Community. Essential Functions: Supervise Resident Services Department...

  • Activities Program Assistant

    4 weeks ago

    West Yarmouth, MA 02673, MA,, Barnstable County, MA, United States Maplewood Mill Pond LLC Full time

    Summary: The Activities Program Assistant is responsible for implementation of all programs and ensuring that it is therapeutic to the residents and maximizes their quality of life. Maplewood Senior Living offers a full range of social, physical, cognitive, emotional, spiritual and purposeful programs to meet overall wellbeing of our residents. Essential...

  • RN Nurse Manager

    3 weeks ago

    Auburn, MA, 01501, Worcester County, MA, United States Gentiva Hospice Full time

    Our Company: Gentiva Hospice is a member of the Gentiva family – an industry leader in hospice, palliative, home health, and personal home care. Our place is by the side of those who need us, offering physical, spiritual and emotional support to patients and their families so they may make the most of every moment. We believe that better care for...

  • Paramedic

    1 week ago

    Auburn, MA, 01501, Worcester County, MA, United States DispatchHealth Management Full time

    How You'll Make an Impact: Future Opening! DispatchHealth is actively hiring Medical Technicians to join our growing clinical team servicing the Worcester, MA area. We are looking for energetic, hard-working individuals with strong organizational and customer service skills to work directly with our Nurse Practitioners/Physician Assistants in our CLIA...

  • Medical Technician

    1 week ago

    Auburn, MA, 01501, Worcester County, MA, United States DispatchHealth Management Part time

    How You'll Make an Impact: DispatchHealth is actively hiring Medical Technicians to join our growing clinical team servicing the Worcester, MA area. We are looking for energetic, hard-working individuals with strong organizational and customer service skills to work directly with our Nurse Practitioners/Physician Assistants in our CLIA certified (mobile)...

  • Maintenance Assistant

    3 weeks ago

    Barnstable, MA, 02630, Barnstable County, MA, United States Maplewood Mayflower Place ALF LLC Full time

    Maintenance Assistant Full-Time Weekend Availability Want to know what makes our employees eager about going to work every day? The people we serve. Being apart of Maplewood requires passion and a desire to help others. Each employee has the ability to touch the hearts of all our seniors and be a part of something bigger than themselves. It’s not just a...

  • Maintenance Assistant

    3 weeks ago

    Eastham, MA, 02642, Barnstable County, MA, United States Maplewood Brewster LLC Full time

    Maintenance Assistant Full-Time Weekend Availability Want to know what makes our employees eager about going to work every day? The people we serve. Being apart of Maplewood requires passion and a desire to help others. Each employee has the ability to touch the hearts of all our seniors and be a part of something bigger than themselves. It’s not just a...

  • Facilities Maintenance Technician

    3 weeks ago

    Dedham, MA, 02026, Norfolk County, MA, United States Monte Nido & Affiliates, LLC Full time

    We save lives while providing the opportunity for people to realize their healthy selves.: Facilities Maintenance TechnicianWalden Behavioral CareDedham, MA For more than 25 years, Monte Nido & Affiliates has delivered proven treatment for eating disorders. Our programs offer a model of treatment that blends medically sophisticated care with a personalized...

  • Director, Service Infrastructure

    7 days ago

    Marlborough, United States BJ's Wholesale Club Full time

    Job Summary: The Director - Service Infrastructure is a critical role in the Shared Service Organization responsible for defining, setting up, sustaining, and improving key support processes to ensure smooth, reliable and repeatable service delivery working seamlessly between retained function organization, on-site shared services organization and offshore...

  • Director, Service Infrastructure

    1 week ago

    Marlborough, United States BJ's Wholesale Club Full time

    Join our team of more than 34,000 team members, supporting our members and communities in our Club Support Center, 235+ clubs and eight distribution centers. BJ’s Wholesale Club offers a collaborative and inclusive environment where all team members can learn, grow and be their authentic selves. Together, we’re committed to providing outstanding service...

  • Director, Service Infrastructure

    1 month ago

    Marlborough, United States BJ's Wholesale Club Full time

    Job Summary:The Director - Service Infrastructure is a critical role in the Shared Service Organization responsible for defining, setting up, sustaining, and improving key support processes to ensure smooth, reliable and repeatable service delivery working seamlessly between retained function organization, on-site shared services organization and offshore...

  • Director, Service Infrastructure

    2 months ago

    Marlborough, United States BJ's Wholesale Club Full time

    The Benefits of working at BJ’s • BJ’s pays weekly • Generous time off programs to support busy lifestyles*  o Vacation, Personal, Holiday, Sick, Bereavement Leave, Jury Duty • Benefit plans for your changing needs* o Three medical plans**, Health Reimbursement Account (HRA), Health Savings Account (HSA), two dental plans, flexible...

  • Director, Service Infrastructure

    2 months ago

    Marlborough, United States BJ's Wholesale Club Full time

    Job Summary:The Director - Service Infrastructure is a critical role in the Shared Service Organization responsible for defining, setting up, sustaining, and improving key support processes to ensure smooth, reliable and repeatable service delivery working seamlessly between retained function organization, on-site shared services organization and offshore...

  • Director, Service Infrastructure

    1 month ago

    Marlborough, United States BJ's Wholesale Club Full time

    Job Summary:The Director - Service Infrastructure is a critical role in the Shared Service Organization responsible for defining, setting up, sustaining, and improving key support processes to ensure smooth, reliable and repeatable service delivery working seamlessly between retained function organization, on-site shared services organization and offshore...

  • Director, Service Infrastructure

    12 hours ago

    Marlborough, United States BJ's Wholesale Club Full time

    Job Summary:The Director - Service Infrastructure is a critical role in the Shared Service Organization responsible for defining, setting up, sustaining, and improving key support processes to ensure smooth, reliable and repeatable service delivery working seamlessly between retained function organization, on-site shared services organization and offshore...

  • Director, Service Infrastructure

    2 days ago

    Marlborough, United States BJ's Wholesale Club Full time

    Job Summary:The Director - Service Infrastructure is a critical role in the Shared Service Organization responsible for defining, setting up, sustaining, and improving key support processes to ensure smooth, reliable and repeatable service delivery working seamlessly between retained function organization, on-site shared services organization and offshore...

  • Director, Service Infrastructure

    7 days ago

    Marlborough, United States BJ's Wholesale Club Full time

    Join our team of more than 34,000 team members, supporting our members and communities in our Club Support Center, 235+ clubs and eight distribution centers. BJs Wholesale Club offers a collaborative and inclusive environment where all team members can learn, grow and be their authentic selves. Together, were committed to providing outstanding service and...

  • Director, Service Infrastructure

    2 months ago

    Marlborough, United States BJ's Wholesale Club Full time

    Join our team of more than 34,000 team members, supporting our members and communities in our Club Support Center, 235+ clubs and eight distribution centers. BJ’s Wholesale Club offers a collaborative and inclusive environment where all team members can learn, grow and be their authentic selves. Together, we’re committed to providing outstanding service...

  • Director of Education Services

    4 days ago

    Marlborough, United States Crossroads Continuum Full time

    Job DescriptionJob DescriptionOverviewHours: 7:30am-3:00pmLocation: Crossroads School; A Program of Crossroads ContinuumSalary: Starting at $85k Summary: Working with the Program Director and Clinical Director, the Education Director ensures Individualized Education Plans (IEPs), Behavior Intervention Plans (BIPs), and Behavior Management Plans are...

  • Director of Education Services

    24 hours ago

    Marlborough, United States Crossroads Continuum Full time

    Job DescriptionJob DescriptionOverviewHours: 7:30am-3:00pmLocation: Crossroads School; A Program of Crossroads ContinuumSalary: Starting at $85k Summary: Working with the Program Director and Clinical Director, the Education Director ensures Individualized Education Plans (IEPs), Behavior Intervention Plans (BIPs), and Behavior Management Plans are...

  • Director of Information Technology and Systems

    1 week ago

    Marlborough, United States Galvion Full time

    THE COMPANY Galvion designs, develops, and manufactures ballistic helmets and dynamic power and data management solutions for the modern battlefield. We are a passionate, global, and fast-paced team collaborating with several strategic partners and are committed to enhancing the overall agility and survivability of the modern warfighter and tactical...

  • Director of Information Technology and Systems

    2 weeks ago

    Marlborough, United States Galvion Full time

    THE COMPANY Galvion designs, develops, and manufactures ballistic helmets and dynamic power and data management solutions for the modern battlefield. We are a passionate, global, and fast-paced team collaborating with several strategic partners and are committed to enhancing the overall agility and survivability of the modern warfighter and tactical...

  • Director of Information Technology and Systems

    1 day ago

    Marlborough, United States Galvion Full time

    THE COMPANY Galvion designs, develops, and manufactures ballistic helmets and dynamic power and data management solutions for the modern battlefield. We are a passionate, global, and fast-paced team collaborating with several strategic partners and are committed to enhancing the overall agility and survivability of the modern warfighter and tactical...

  • Associate Director/Director, Data Architecture

    7 days ago

    Boston, MA, United States Xenon Pharmaceuticals Inc. Full time

    Associate Director/Director, Data Architecture & Engineering Xenon Pharmaceuticals (NASDAQ:XENE ) is a neuroscience-focused biopharmaceutical company committed to discovering, developing, and commercializing innovative therapeutics to improve the lives of people living with neurological and psychiatric disorders. We are advancing an exciting product...

  • Administrative Director, Chief APP

    2 months ago

    Boston, MA, United States CLevelCrossing Full time

    Executive Director of Public Works and Facilities The Town of Natick is seeking to fill the full-time position of Executive Director of Public Works and Facilities. This non-union management position will report to the Town Administrator. The Executive Director of Public Works and Facilities is responsible for developing and overseeing programs to ensure...

  • Industrial Security

    3 weeks ago

    Marlborough, United States Raytheon Full time

    At Raytheon, the foundation of everything we do is rooted in our values and a higher calling – to help our nation and allies defend freedoms and deter aggression. We bring the strength of more than 100 years of experience and renowned engineering expertise to meet the needs of today’s mission and stay ahead of tomorrow’s threat. Our team solves tough,...

  • Industrial Security

    4 weeks ago

    Marlborough, United States Raytheon Full time

    At Raytheon, the foundation of everything we do is rooted in our values and a higher calling – to help our nation and allies defend freedoms and deter aggression. We bring the strength of more than 100 years of experience and renowned engineering expertise to meet the needs of today’s mission and stay ahead of tomorrow’s threat. Our team solves tough,...

  • Industrial Security

    12 hours ago

    Marlborough, United States Raytheon Full time

    At Raytheon, the foundation of everything we do is rooted in our values and a higher calling – to help our nation and allies defend freedoms and deter aggression. We bring the strength of more than 100 years of experience and renowned engineering expertise to meet the needs of today’s mission and stay ahead of tomorrow’s threat. Our team solves tough,...