Job Description

Director of Service Operations | North America

Adecco Permanent Recruitment is seeking an experienced Director of Service Operations to lead our clients centralized Service departments across North America. This strategic leadership position oversees Training and Technical Support, Service Desk, Service Administration, and Continuous Improvement teams. The Director of Service Operations reports directly to the Vice President of Service and is responsible for driving operational excellence, maximizing team efficiency, and delivering exceptional customer satisfaction.

Location: California

Job Type: Full-time, Senior Leadership

Reports To: Vice President of Service

What You'll Do as Director of Service Operations

Lead Strategic Service Operations

As our Director of Service Operations, you'll develop and execute strategic vision across multiple service departments, aligning operational goals with company-wide customer experience initiatives and global business objectives. You'll be accountable for performance metrics, resource optimization, and measurable business impact across all service functions.

Manage Multi-Department Operations

• Oversee daily operations for Training, Technical Support, Service Desk, and Service Administration teams
• Implement and maintain Standard Operating Procedures (SOPs) across all departments
• Optimize workforce management including staffing, scheduling, and escalation protocols
• Drive efficiency improvements and resource utilization across service operations

Build and Develop High-Performing Teams

• Lead, mentor, and develop managers, supervisors, and service agents
• Create performance management frameworks and conduct regular evaluations
• Design and implement training and professional development programs
• Foster employee engagement, retention, and a positive work culture
• Manage both local and remote team members effectively

Drive Data-Driven Performance Improvements

• Monitor and analyze key performance indicators (KPIs) including Average Handle Time (AHT), Net Promoter Score (NPS), Invoice Processing metrics, Technical Support Resolution rates, and Training effectiveness
• Implement business intelligence and analytics strategies using tools like Qlik
• Identify operational trends and implement continuous improvement initiatives
• Generate actionable insights from performance data

Champion Customer Experience Excellence

• Build and maintain a customer-centric service culture
• Develop best practices for customer service interactions and support
• Handle escalated customer issues and complex service inquiries
• Implement customer feedback systems to drive service quality improvements
• Improve customer satisfaction scores and loyalty metrics

Optimize Service Technology Stack

• Evaluate and implement service operations technology solutions
• Manage systems including iGrow, Salesforce, SAP, and Qlik analytics platform
• Streamline workflows through technology optimization
• Drive digital transformation initiatives for service operations

Manage Service Operations Budget

• Develop and manage FTE (Full-Time Equivalent) budgets for service teams
• Create financial forecasts and resource allocation plans
• Implement cost-control measures while maintaining service quality
• Maximize ROI on service operations investments

Ensure Compliance and Quality Standards

• Maintain compliance with company policies, industry regulations, and legal requirements
• Implement quality assurance programs and monitoring systems
• Establish and enforce service level agreements (SLAs)

Director of Service Operations Qualifications

Required Experience and Skills

• Experience: 10+ years in Service Operations, Contact Center Operations, Customer Support Management, or related field
• Leadership: Minimum 5 years in senior leadership roles managing both local and remote teams
• Education: Bachelor's degree (BA/BS) required in Business Administration, Operations Management, or related field
• Global Programs: Proven track record establishing and leading successful global learning and development programs
• Strategic Thinking: Demonstrated ability translating business strategy into actionable operational plans
• Analytical Skills: Strong data analysis capabilities with critical thinking and independent problem-solving
• Change Management: Ability to prioritize effectively and adapt as business priorities shift
• Relationship Building: Excellent interpersonal skills with ability to influence stakeholders at all levels
• Customer Focus: Strong customer service orientation with proven track record improving customer satisfaction

Technical Skills and Systems Experience

• Proficiency with Learning Management Systems (LMS) and training software platforms
• Experience with CRM systems (Salesforce preferred)
• Knowledge of ERP systems (SAP experience a plus)
• Familiarity with business intelligence tools (Qlik or similar)
• Experience with workforce management and service desk software
• Strong Microsoft Office Suite skills including Excel for data analysis

Leadership and Soft Skills

• Exceptional communication skills, both written and verbal
• Outstanding facilitation skills for virtual and in-person training/meetings
• Proven ability developing talent and building organizational capability
• Experience in fast-paced, growing, global organizations
• Strong project management and organizational skills
• Ability to work effectively under pressure and meet deadlines

Preferred Qualifications

• Master's degree (MA/MS) in Business, Operations Management, Organizational Development, or related field
• Professional certifications in Training and Development (CPTD, CPLP, or similar)
• Six Sigma, Lean, or other process improvement certifications
• ITIL (Information Technology Infrastructure Library) certification
• Experience in specific industries (if applicable to your company)

Why Join Our Service Operations Team

As Director of Service Operations, you'll have the opportunity to make a significant impact on customer satisfaction and operational excellence. This role offers competitive compensation, professional growth opportunities, and the chance to lead transformational change across multiple service functions in a growing global organization.

Keywords

Director of Service Operations, Service Operations Manager, Customer Service Director, Contact Center Director, Technical Support Manager, Service Desk Manager, Operations Director, Customer Experience Leader, Service Excellence, Call Center Director, Support Operations Manager, Training and Development Director, North America Service Operations

Job Tags

Similar Jobs