Summary
The Senior Director of Operations provides leadership, support, and ensures alignment to the strategic direction of the business in a complex, ever changing environment. This position is responsible for shaping and supporting the departmental vision, strategy and operating goals and building a culture of accountability and success. Responsible for driving high operational output & performance, forecasting, scheduling and delivering operational excellence by creating and developing strong and effective relationships with their customers. This involves utilizing our software suite to analyze data and coach clients on best practices to improve KPI's. This individual will serve as a single point of contact for leaders and influencers at our key customers, while also proactively identifying and delivering complex and innovative strategic projects, initiatives, and effective change management across all stakeholders.
Responsibilities
Team
• Ensure that the departmental strategy and vision is clearly communicated to all members of the team and reinforce on an ongoing basis so that the department is aligned in executing the vision.
• Reinforce a positive working environment by modeling a positive leadership style, ongoing communications with the team, celebrating success and rewarding outstanding performance.
• Partner with HR team to ensure the department is effectively staffed and trained.
• Responsible for staff coaching, mentoring and evaluation; deliver feedback, discipline, counseling, and performance reviews.
• Provide oversight and leadership to the Service Delivery Managers for their assigned clients
• Manage poor performance swiftly and effectively.
• Monitor quality and details of work product and accuracy of information
• Adhere to all Company policies and procedures
Customer
• Develop and maintain key customer relationships, travel as needed to meet with key stakeholders in markets to devise solutions to joint problems and collaborate on areas of improvement.
• Resolve customer concerns with high sense of urgency.
• Demonstrate thought leadership with customer by developing and presenting client industry/market research findings, trends, benchmarking and other pertinent information
• Participate in communications and updates with key clients; including presenting at client meetings, sharing appropriate reports, etc.
• Maintain a balanced proactive/reactive relationship with your assigned accounts.
• Collaborate in monthly status updates for the customer and be the point of contact for senior management at key customers.
Financial Accountability
• Ensure the achievement of financial goals through forecasting, budgeting, strategic planning, reporting and monitoring financial performance.
• Analyze business/financial data and develop innovative solutions.
• Manage the department budget and ensure timely and accurate reporting and make adjustments and updates, as necessary, to ensure financial results are achieved.
• Inform senior management of operational, budgetary or resource issues/obstacles in a timely fashion.
General
• Initiate, drive, and implement strategic projects to drive better outcomes, improved efficiencies, technology enhancements and scalability of the business
• Consider impact of strategic projects and collaborate with broad stakeholder group
• Work cross-functionally with other teams to manage vendors in region and make strategic decisions about capacity planning and fulfillment of services
• Ensure confidentiality of internal and external data • Foster a positive team environment
• Perform ad-hoc projects and other duties as assigned
• Operate within the Organization's Financial, Legal, and Ethical Policies.
• Be familiar with and comply with company rules and policies
• Act as professional role model in performance and behavior in accordance with SMS values
Professional Skills
• Customer Service - EXPERT
• Verbal Communication - EXPERT
• Written Communication - ADVANCED
• Teamwork - EXPERT
• Relationships - EXPERT
• Organizational Awareness - ADVANCED
• Negotiation - EXPERT
• Learning Agility - ADVANCED
• Analysis - ADVANCED
• Problem Solving - EXPERT
• Process Orientation - EXPERT
• Prioritization - EXPERT
Role Specific Skills
• Computer Skills: proficiencies in: Microsoft Word, Excel, Outlook required
• Strong organizational skills with a focus on standard operating procedures
• Professional, relevant examples of solving tough customer issues
• Professional, relevant examples of effective sustainable client relationships
• Creativity/innovation to apply new and evolving ideas, methods, designs and technologies
• Ability to thrive in ambiguous situations and driven by urgency.
• Positive, CAN DO attitude
• Resilient and open to change
• Operationally strong, have a strategic mindset, and have a laser focus on customer experience and creating value
• Able to operate autonomously with little guidance or direction
People Management Skills
• Advanced proficiency in all people management processes, including recruitment, performance management and reward
• Advanced proficiency in building, growing, and developing a team; including department structure design and resourcing
• Advanced proficiency in coaching and developing individual team members to reach their potential
• Proficient in engaging multiple teams through communication, processes, personal impact and Influence
Qualifications
Minimum Qualifications
• Bachelor's degree
• At least ten years of experience in a customer-facing sales, service, or training role (B2B)
• Demonstrable experience of solving tough customer issues
• Demonstrable experience managing and leading individuals and/or small teams
Other Relevant Qualifications
• Multi-unit management experience is preferred
• Experience in proactive, fast paced, service environments with a high degree of personal initiative
• SaaS experience, preferably with large enterprise and mid-market customers is a plus
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities, and schedule may change at any time with or without notice.
SMS Assist is an Equal Opportunity Employer (EOE) that welcomes and encourages all applicants to apply regardless of age, race, color, religion, sex, sexual orientation, gender identify and/or expression, national origin, disability, veteran status, marital or parental status, ancestry, citizenship status, pregnancy or other reasons prohibited by law.
This position is not eligible for visa sponsorship.
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