Director of Operations

Nearmap•Jacksonville, FL

6d•Remote

About The Position

The Director of Operations is responsible for actively leading the design, standardization, quality, efficiency, innovation, and improvement of robust operations processes, the equipment, technology, systems, tools, and training that support them, and the quality of the resulting product and service outcomes for customers. As a key member of the leadership team, they play a crucial role in maintaining Nearmap's reputation for excellence in our industry.

Requirements

Bachelor’s Degree or an equivalent combination of industry related experience and education
At least seven (7) years of management experience in a production-based environment
Hands-on experience with evolving processes in a continuous improvement environment
Proven experience of Quality Control, Quality Assurance, and/or Statistical analysis
Proven ability to mobilize and lead work teams to implement initiatives and projects
Project management, organization, scheduling, and coordination skills
Strong collaborative and interpersonal skills
Effective analytical and problem-solving skills
Excellent written and verbal and presentation communication skills
Strong working knowledge of all applications of Microsoft Office

Nice To Haves

Experience working within an Agile or similar environment
Certification in continuous improvement, project management, or quality assurance
Expertise in one or more Nearmap product industries, property insurance, and/or managed repair
Salesforce Experience

Responsibilities

Drive daily performance of operations teams to exceed service and quality levels (SLAs) while operating within budget framework
Ensure customer services are delivered on schedule, within scope, and in compliance with all quality and service level standards
Establish and maintain Quality Control/Quality Assurance programs that exceed customer requirements
Develop, document, and control procedures, processes, standards, and training for operations-related activities in coordination with functional area subject matter experts
Design and implement standard workflows, processes, continuous improvement initiatives, and training programs
Foster an employee engagement culture that aligns, enables, and empowers teams to increase quality, customer satisfaction, safety, productivity, and innovation
Collaborate with Product, Sales, and Technology teams on new and improved services, including user requirements definition and user acceptance testing
Lead and coordinate incident response teams to ensure countermeasures are in place to meet Service Level Agreements while defect or deficiency resolutions are in progress
Prepare monthly and quarterly operational performance reports and projections; develop key performance indicators and metrics
Monitor customer contracts and relevant industry information to ensure compliance with customer requirements, applicable laws, regulations, and policies
Contribute to the development, formulation, and execution of operations budget, strategy, initiatives, project planning, policies, programs, and objectives
Oversee management of and relationships with partners and vendors involved in service delivery requirements
Manage capital budget and approve expenditures related to maintaining services and processes, including oversight of major projects
Lead and support Disaster Recovery and Business Continuity planning for the Operations Group
Oversee requirements related to depositions and subpoenas