Director Of Service Operations

Groupe Seb • Irvine, CA

19h • Hybrid

About The Position

As the Director of Service Operations, you will provide strategic and operational leadership for the centralized Service departments in North America, including Training and Technical Support, Service Desk, Service Administration, and Continuous Improvement. Reporting directly to the Vice President of Service, this senior leadership role is accountable for setting and executing the overall strategy, driving operational excellence, and ensuring peak performance across all functions. A key responsibility will be to maximize efficiency, strengthen customer satisfaction, and deliver measurable business impact, while maintaining alignment with the company’s global vision, strategic priorities, and long-term goals.

Requirements

• 10+ years of experience Service Operations, with the most recent 5 years in a leadership role managing local and remote employees.
• Bachelor’s degree or higher in Business Administration.
• Service Operations Management
• Performance Management
• Service Management Framework
• Project Management
• Global Alignment

Nice To Haves

• Preferably in a fast-pace growing organization with international presence.

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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• Ensuring the team operates in compliance with company policies, legal requirements, and quality standards.

Benefits

• Medical / Dental / Vision Insurance – Generous Employer Contribution
• 401(K) Retirement Plan - w/ up to a 9% employer contribution after 1st year of employment.
• On Site Gym
• 12 Paid Holidays
• Voluntary Benefits and Discount programs

What This Job Offers

• Job Type: Full-time
• Career Level: Director