Director of Service Delivery Operations

September 25

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Mail-Related Solutions • Folder inserters • Print Service Provider • Customer Experience Management • Customer Communications Management

5001 - 10000

💰 Post-IPO Debt on 2021-11

Description

• The Director of Service Delivery Operations is responsible for maintaining expertise in the Field Service and Support needs of our market space and industry to grow and advance the world-class customer service we provide to our customers. • This position will drive optimization and continuous improvement of our Service operations by seeking opportunities for revenue growth, cost reduction, and business development. • The Financial Health of the Service business will be a focal responsibility. • The role will collaborate with internal and external entities to form strategic partnerships on common initiatives. • Lead efforts to maximize Service profitability and promote a strong Service Contribution Margin (SCM). • Implement and ensure compliance with all company policies and procedures.

Requirements

• Four-year degree preferred or equivalent technical related work experience. • Minimum 10 years work experience in Customer Service, Professional Services, or Field Service Operations. • 7 years minimum in a leadership or management role. • 1-3 years experience preferred in a Sales related role or capacity. • Financial competency in P&L income statements and operational budgets. • Business acumen to identify customer service trends and behaviors and use insights gained to develop Service strategies and offers. • Excellent collaboration skills to work effectively across departments and manage by influence. • Familiarity with Business Intelligence (BI) data mining and reporting tools. • Working knowledge with Salesforce, ServiceMax, and/or Oracle a plus. • Project management skills. • Excellent written, verbal, and presentation communication skills. • Proficiency with Microsoft Word, Excel, PowerPoint, and Project. • Ability to travel, up to 25%.

Benefits

• Flexible Work: Embrace a hybrid work model blending office and remote setup for a balanced lifestyle. • Endless Learning: Access global opportunities for growth through our 24/7 online learning platform. • Inclusive Community: Join diverse communities and engage in our Philanthropy program. • Comprehensive Rewards: Enjoy competitive Total Rewards covering wellness, work/life balance, and more, including a generous referral scheme. • Caring for Wellbeing: Access our complimentary employee assistance program for mental health support.