Director Of Service Operations

Groupe Seb • Irvine, CA

8d • $160,000 - $185,000 • Hybrid

About The Position

The Director of Service Operations & Performance provides strategic leadership for the operational functions supporting field service delivery across North America. The role oversees Service Desk Operations, Dispatch, Planned Services, Technical Services, and Continuous Improvement, ensuring that systems, processes, technologies, and resources support exceptional customer experience, efficient service, and strong business performance. As a member of the Service Operations leadership team, the Director partners closely with the Director of Technical Service to align operational support with field service execution and advance customer satisfaction, technician productivity, equipment uptime, service quality, and financial performance in support of company priorities and long-term growth.

The Director establishes strategy, performance standards, and operational processes across service functions; oversees service request management, installation and preventive maintenance coordination, dispatch, technical support, and warranty administration; and ensures effective workflows, documentation, standard operating procedures, escalations, and resource utilization. The position enables internal technicians and third-party service providers through effective operational resources, technologies, and workflows, and leads improvement initiatives that enhance customer experience, productivity, responsiveness, scalability, and growth.

The role defines and analyzes key performance indicators and operational data, using insights to improve service quality, productivity, equipment uptime, and financial performance. It champions customer-focused service practices, supports complex or escalated issue resolution, and uses customer and operational feedback to improve quality and loyalty. The Director evaluates and optimizes service technologies and software, including iGrow, Salesforce, SAP, and Qlik. The position also develops leaders and teams through coaching, performance management, succession planning, training, and employee development; manages budgets, staffing, forecasting, and resource allocation; and ensures compliance with company policies, applicable legal requirements, quality standards, controls, and documentation.

This is a full-time, exempt, hybrid position located in Irvine, California. The salary range is $160,000–$185,000, commensurate with experience, and the position is eligible for an annual bonus.

Requirements

• Bachelor’s degree or higher in Business, Engineering, Operations Management, or a related field; an equivalent combination of relevant education and experience may be considered.
• 10 or more years of progressive experience in service operations, customer support, field service, or technical services.
• At least 5 years in a leadership role managing on-site and remote employees.
• Experience leading managers and multifunctional operational teams in a complex service organization using internal and third-party service networks.
• Fluent English.
• Strategic and operational leadership across multiple service functions.
• Demonstrated success in operational excellence, process improvement, organizational performance, and customer satisfaction.
• Strong analytical skills, including using performance metrics and operational data to identify trends, make decisions, and drive accountability.
• Ability to lead change, improve processes, and build scalable service operations.
• Ability to serve as an effective liaison between field service activities and centralized or back-office functions.
• Strong people leadership, coaching, succession planning, and employee development capabilities.
• Excellent verbal, written, and presentation skills, with the ability to communicate effectively with employees, managers, customers, and cross-functional partners.
• Strong organizational, time-management, project-management, and problem-solving skills, and the ability to work independently.
• Proficiency in Microsoft Office products.

Nice To Haves

• Knowledge of SAP and Salesforce.

Responsibilities

• Establish and execute strategies, performance standards, and operational processes for Service Desk Operations, Dispatch, Planned Services, Technical Services, and Continuous Improvement.
• Oversee service request management, installation and preventive maintenance coordination, dispatch operations, technical support services, and warranty administration.
• Ensure effective workflows, documentation, adherence to standard operating procedures, escalation management, and efficient resource use.
• Provide operational resources, technologies, and workflows that support internal technicians and third-party service providers; partner with the Director of Technical Service to align centralized support with field execution.
• Lead continuous-improvement initiatives to enhance customer experience, productivity, responsiveness, scalability, and support for company growth.
• Define, track, and analyze key performance indicators and operational data; use findings to improve decision-making, accountability, service quality, technician productivity, equipment uptime, and financial performance.
• Champion a customer-focused culture, establish service-interaction best practices, support resolution of escalated or complex issues, and use customer and operational feedback to improve service quality and loyalty.
• Evaluate, implement, and optimize service technologies and software, including iGrow, Salesforce, SAP, and Qlik.
• Develop leaders and teams through coaching, performance management, succession planning, training, and employee development; foster accountability, collaboration, customer focus, engagement, and continuous improvement.
• Manage departmental budgets, staffing strategies, forecasting, and resource allocation to support efficiency, cost control, and long-term objectives.
• Ensure compliance with company policies, applicable legal requirements, and quality standards, and maintain appropriate controls and documentation.

Benefits

• Comprehensive medical, dental, and vision coverage with a generous employer contribution.
• 401(k) retirement plan with company match.
• Company-paid life insurance.
• 12 paid holidays.
• Additional voluntary benefits and employee discount programs.
• Positive, inclusive work culture that values work-life balance.
• Eligible for an annual bonus.

What This Job Offers

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