Job Description

Job Title: Director of Service Operations

Location: Irvine, CA (Hybrid - 3 days onsite, 2 days remote)

Employment Type: Direct Hire, Full-Time, Exempt

Pay: $130k-$150k + Annual bonus

About the Role

We are seeking a seasoned Director of Service Operations to lead multiple service functions across North America. This senior leadership role will oversee centralized departments including Training & Technical Support, Service Desk, Service Administration, and Continuous Improvement. Reporting to the VP of Service, you will set strategy, drive operational excellence, and ensure top-tier customer experience.

Key Responsibilities

• Define and execute strategic plans for service operations aligned with organizational goals.
• Oversee day-to-day operations, ensuring efficiency, compliance, and adherence to SOPs.
• Lead and develop a team of managers and supervisors, fostering engagement and growth.
• Monitor KPIs (e.g., AHT, NPS, resolution rates) and implement data-driven improvements.
• Champion customer experience initiatives and manage escalated issues.
• Optimize technology platforms (CRM, ERP, analytics tools) to enhance productivity.
• Manage budgets, resource allocation, and cost-control measures.
• Ensure compliance with quality standards and regulatory requirements.

Qualifications

• Bachelor's degree required; Master's preferred.
• 10+ years in Service Operations, with at least 5 years in a leadership role.
• Proven ability to translate strategy into actionable plans.
• Strong analytical, problem-solving, and team leadership skills.
• Experience with CRM, ERP, and reporting tools (e.g., Salesforce, SAP, Qlik).
• Familiarity with training and development best practices.

Desired Skills and Experience

Service Operations Management
Strategic Planning
Customer Experience (CX)
Continuous Improvement
Technical Support Leadership
Training & Development
KPI Analysis & Performance Metrics
Budget Management
Process Optimization
CRM & ERP Systems (Salesforce, SAP)
Team Leadership & Coaching
Compliance & Quality Assurance
Operational Strategy Execution
Multi-Department Leadership
Service Desk & Technical Support Oversight
Technology Integration & Optimization
Customer-Centric Service Delivery
Data-Driven Decision Making
Global Service Standards Alignment

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county , to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.

Job Tags

Full time, Local area, Remote work,

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