Head of Operations

• Support SVP, Operations with oversight of Claims, Internal and External Contact Centers, Service Network, and Parts Procurement.
• Lead and develop Extend’s national service network ensuring breadth and depth is maintained to support over 30 product categories.
• Assess and implement processes and technology for field service management.
• Lead the continual strengthening of operations, service delivery, and enhancement of customer experience.
• Maintain relationships with outside partners and evaluate against the broader market on a regular basis. Assist in identifying and onboarding new vendors, technology, or services.
• Improve processes and corresponding metrics using a data driven approach to constantly improve customer experience and efficiencies.
• Setting and monitoring comprehensive goals for performance and growth to drive accountability and promote a culture of high performance.
• Partners with technology teams to set requirements and prioritization of our claims and field service management enablement platform while maintaining a balance of short-term needs and long-term vision and strategy.
• Oversight of customer rating and reviews of both internal metrics and external reputation sites.

• Bachelor's degree in Business, Finance, Operations or a related field
• 15+ years of industry experience ideally as an omni-channel operations-focused professional or 5+ years at a top consulting firm.
• Large scale field service management supporting complex claims environments through multiple fulfillment methods such as: replacements, depot repair, in-home repairs, and carry in services.
• Experience managing satisfaction, severity, and quality metrics through internal KPI and service partner coaching and capacity management,
• Track record of success in building new operational processes and an ability to work through and lead in ambiguous environments of constant change.
• Strategic leader with the ability to “see around corners”.
• Identifies, diagnoses, and implements correction actions and best practices in response to our current and future opportunities.
• Experience leading and working as part of a high-performing cross functional team.
• Willingness to roll up your sleeves and fix problems in a hands-on manner when needed.
• Proven capabilities in evaluating operational opportunities and recommending impactful suggestions that lead to rapid execution.  Requires a team player that effectively communicates and stakeholders from key work partners.
• Demonstrated organizational agility with experience in setting the pace for a rapidly transforming organization, an appreciation for a start-up environment is valued.
• Someone who is customer obsessed, aims high, is focused on culture, and has a “one team” mindset.

Estimated Pay Range: $180,000 - $220,000 per year salaried*
*The target base salary range for this position is listed above. Individual salaries are determined based on a number of factors including, but not limited to, work location and job-related knowledge, skills and experience.