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Groupe SEB · 8 hours ago

Director of Service Operations

Irvine, CA

Full-time

Hybrid

Director/Executive

$140K/yr - $185K/yr

10+ years exp

Groupe SEB is a global reference in small domestic and professional equipment, committed to better living worldwide. As the Director of Service Operations, you will provide strategic and operational leadership for the centralized Service departments in North America, focusing on maximizing efficiency, strengthening customer satisfaction, and delivering measurable business impact.

ConsumerConsumer GoodsElectronicsHome ImprovementManufacturing

Responsibilities

Developing and implementing each department’s strategic vision, objectives, and long-term plans in alignment with the company’s broader goals and global vision, particularly those related to customer experience and Services growth

Operational Management: Overseeing the day-to-day operations of each department, ensuring efficient workflow, documentation and adherence to Standard Operating Procedures, and optimal resource utilization. This includes ensuring each department is managing staffing, scheduling, and escalations

Team Leadership and Development: Leading, mentoring, and motivating a team of managers, supervisors, and agents. This involves setting performance goals, conducting regular performance evaluations, providing coaching and training programs, fostering a positive work environment, and addressing employee engagement and retention

Performance Monitoring and Analysis: Defining, tracking, and analyzing key performance indicators (KPIs) such as Average Handle Time (AHT), Net Promoter Score (NPS), Invoice Processing, Tech Support Resolution, and Training Days. Use of this data to identify trends, pinpoint areas for improvement, and implement data-driven strategies

Customer Experience (CX) Improvement: Championing a customer-centric culture within the organization. This involves developing and implementing best practices for customer interactions, handling escalated customer inquiries and complex issues, and actively seeking feedback to improve service quality and customer loyalty

Technology and System Optimization: Evaluating, implementing, and optimizing department technologies and software (e.g., iGrow, Salesforce, SAP, and Qlik) to enhance operational efficiency, streamline customer interactions, and improve productivity / utilization

Budget Management: Developing, managing, and optimizing the teams FTE budget, including forecasting, resource allocation, and cost-control measures to ensure efficient operations and maximize return on investment

Compliance and Quality Assurance: Ensuring the team operates in compliance with company policies, legal requirements, and quality standards

Qualification

Service Operations ManagementPerformance ManagementProject ManagementService Management FrameworkGlobal AlignmentStrategic LeadershipOperational ExcellenceInfluenceDecision MakingProblem SolvingCollaboration

Required

10+ years of experience Service Operations, with the most recent 5 years in a leadership role managing local and remote employees. Preferably in a fast-pace growing organization with international presence

Bachelor's degree or higher in Business Administration

Service Operations Management

Performance Management

Service Management Framework

Project Management

Global Alignment

Strategic Leadership

Operational Excellence

Decision Making & Problem Solving

Collaboration & Influence