Business Operations Director
15 Days Old
Requirements
Key Responsibilities: Strategic Planning
- Develop and implement long-term service strategies aligned with company goals to improve service delivery, profitability, and customer satisfaction.
- Design scalable service frameworks across regions, including technician structures, service site operations, and support systems.
Team Leadership
- Lead and inspire multi-state service teams, including managers, technicians, and support staff.
- Promote a culture of accountability, development, and engagement.
- Build leadership pipelines and technician career paths through training and performance programs.
Operational Excellence
- Optimize service workflows and technician dispatch processes using Oracle NetSuite and mobile technology tools.
- Ensure adherence to SLAs, safety standards, and compliance regulations across all operations.
- Drive efficiency through process improvements and best practice implementation.
Financial Management
- Own the Service P&L: manage departmental budgets, labor allocation, pricing models, and cost controls.
- Implement margin-enhancing strategies and monitor TCO-reduction efforts in alignment with company objectives.
Performance Monitoring
- Build and manage robust KPI dashboards to track technician performance, service profitability, turnaround time, warranty rates, and customer feedback.
- Leverage real-time data for decision-making, forecasting, and departmental planning.
- Drive strategic lean events (VSM, Kaizen, etc.); update knowledge and applications of Lean tools, 6S, Six Sigma and Project Management.
Customer Satisfaction
- Ensure prompt and high-quality service delivery that meets or exceeds customer expectations.
- Monitor feedback and proactively resolve escalations and systemic service issues.
- Support customer retention and growth through consistent service excellence.
Qualifications & Experience:
- 10+ years in service operations leadership, preferably in material handling, industrial services, or related sectors.
- Proven experience in structuring and scaling technician teams and service programs across multiple states.
- Strong financial acumen, including budgeting, forecasting, and P&L ownership.
- Expertise in KPI development, performance analytics, and tech-enabled service delivery.
- Familiarity with Oracle NetSuite or similar ERP/asset management platforms.
- Exceptional leadership, communication, and interpersonal skills.
- Strategic thinker with a hands-on approach and a passion for innovation and continuous improvement.
- Bachelor's degree required; MBA or advanced certifications in Operations, Engineering, or Financial Management preferred.
- Black Belt Six Sigma Certification
Key Competencies:
- Leadership & Management: Inspire, delegate, and develop high-performing teams.
- Strategic Thinking: Ability to see the big picture while executing tactical improvements.
- Operational Expertise: Deep understanding of field service operations and asset lifecycle.
- Customer Focus: Champion of service excellence and customer experience.
- Analytical Rigor: Data-driven decision-maker with strong problem-solving skills.
- Communication: Clear, persuasive communicator with stakeholders at all levels.
Salary Description
140,000.00-180,000.00
- Location:
- Anaheim