The Director of Service Operations will provide strategic and operational leadership for the centralized Service departments in North America, including Training and Technical Support, Service Desk, Service Administration, and Continuous Improvement. Reporting directly to the Vice President of Service, this senior leadership role is accountable for setting and executing the overall strategy, driving operational excellence, and ensuring peak performance across all functions. Salary Range: $130,000 - $150,000 + annual bonus Responsibilities: Developing and implementing each department’s strategic vision, objectives, and long-term plans in alignment with the company’s broader goals and global vision, particularly those related to customer experience and Services growth. Operational Management: Overseeing the day-to-day operations of each department, ensuring efficient workflow, documentation and adherence to Standard Operating Procedures, and optimal resource utilization. Team Leadership and Development: Leading, mentoring, and motivating a team of managers, supervisors, and agents. This involves setting performance goals, conducting regular performance evaluations, providing coaching and training programs, fostering a positive work environment, and addressing employee engagement and retention. Performance Monitoring and Analysis: Defining, tracking, and analyzing key performance indicators (KPIs) such as Average Handle Time (AHT), Net Promoter Score (NPS), Invoice Processing, Tech Support Resolution, and Training Days. Customer Experience (CX) Improvement: Championing a customer-centric culture within the organization. This involves developing and implementing best practices for customer interactions, handling escalated customer inquiries and complex issues, and actively seeking feedback to improve service quality and customer loyalty. Technology and System Optimization: Evaluating, implementing, and optimizing department technologies and software to enhance operational efficiency, streamline customer interactions, and improve productivity / utilization. Budget Management: Developing, managing, and optimizing the teams FTE budget, including forecasting, resource allocation, and cost-control measures to ensure efficient operations and maximize return on investment. Compliance and Quality Assurance: Ensuring the team operates in compliance with company policies, legal requirements, and quality standards. Qualifications: Self-directed leader with clear evidence of establishing and leading successful learning and development global programs which have delivered positive results Strong analytical skills with the ability to think critically and independently. Able to prioritize for impact and adjust focus frequently and effectively as priorities change Demonstrated ability to translate strategy and vision into plans and action Strong familiarity and focus on employee development standard processes in the field from successful, fast-paced, and growing global companies Outstanding teammate/relationship builder with the ability to work and influence people at all levels Familiarity with the latest corporate learning systems and tools, with additional depth in learning management systems Education and Experience: BA/BS degree required; MA/MS preferred in related field 10+ years of experience Service Operations, with the most recent 5 years in a leadership role managing local and remote employees. Exceptional facilitation skills both virtually and in-person Proficiency in using Learning Management Systems (LMS) and other training software. Ability to analyze performance metrics and generate actionable insights. Strong problem-solving skills with a customer-focused approach. Certification in training and development or related field is a plus. Overview: Type of employment: Full time – Exempt Workplace type: Irvine, CA (Hybrid - 3 days on-site, 2 days remote) Why SEB Professional North America? SEB Professional North America offers a number of benefits and perks to support you and your family, including Medical / Dental / Vision insurance, 401(K) program, On Site Gym, 12 Paid Holidays, and Voluntary benefits and discounts programs. Equal Employment Opportunity (EEO) SEB Professional is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

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