Ultimate Staffing ยท 2 weeks ago
Director of Service Operations
Irvine, CA
Full-time
Hybrid
Director/Executive
$150K/yr - $185K/yr
10+ years expUltimate Staffing is seeking a dynamic Director of Service Operations to lead and optimize their North American service organization. This senior-level position will oversee multiple centralized service functions and drive operational excellence to ensure superior customer experiences.
EmploymentHuman ResourcesManufacturingStaffing Agency
Hiring Manager
Emily Lucio
Responsibilities
Define and execute long-term plans for each department, ensuring alignment with organizational goals and customer experience priorities
Manage day-to-day operations, enforce SOPs, optimize workflows, and ensure effective resource allocation across all service functions
Lead and mentor managers, supervisors, and frontline staff. Drive engagement through coaching, performance reviews, and professional development initiatives
Establish and monitor KPIs such as AHT, NPS, resolution rates, and training metrics. Use data-driven insights to identify trends and implement improvements
Foster a customer-first culture. Handle escalated issues, implement best practices for service interactions, and leverage feedback to enhance loyalty
Evaluate and enhance systems like Salesforce, SAP, and other service tools to improve efficiency and productivity
Develop and manage departmental budgets, forecast staffing needs, and implement cost-control measures
Ensure adherence to company policies, legal standards, and quality benchmarks across all service operations
Qualification
Required
Bachelor's degree required
10+ years in service operations, with at least 5 years in a Director role managing distributed teams
Proficiency in LMS platforms and other training tools
Ability to analyze performance metrics and implement data-driven improvements
Proven ability to lead service operations at a director or VP level in a fast-paced, global environment
Experience managing teams responsible for servicing, installing, or maintaining equipment for clients
Strong analytical and strategic thinking skills with a track record of translating vision into actionable plans
Expertise in employee development and engagement strategies
Familiarity with modern service technologies and learning management systems
Exceptional communication and relationship-building skills across all organizational levels and client facing environments
Preferred
Master's preferred in a related field
Certifications in training or service management are a plus
Company
Ultimate Staffing
Ultimate Staffing specializes in clerical, administrative, customer service, and manufacturing and production positions.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Lisa Marez
Partnership Director
Company data provided by crunchbase