DIRECTOR OF SERVICE OPERATIONS

Groupe SEB • North America, United States, California, CA

10d • $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 leads Service Desk Operations, Dispatch, Planned Services, Technical Services, and Continuous Improvement, ensuring systems, processes, technologies, and resources support an exceptional customer experience while maximizing service efficiency and 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. Together, these functions support customer satisfaction, technician productivity, equipment uptime, service quality, and financial performance in alignment with company priorities and long-term growth objectives.

The position is based in Irvine, California, with a hybrid workplace schedule. It is a full-time, exempt role.

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, with the ability to work independently.
• Proficiency in Microsoft Office products.

Nice To Haves

• Knowledge of SAP and Salesforce is preferred.

Responsibilities

• Establish and execute strategy, performance standards, and operational processes for Service Desk Operations, Dispatch, Planned Services, Technical Services, and Continuous Improvement, aligned with company objectives, customer experience priorities, and Services growth.
• Oversee service request management, installation and preventative maintenance coordination, dispatch operations, technical support services, and warranty administration.
• Ensure effective workflows and documentation, adherence to standard operating procedures, escalation management, and efficient use of resources.
• Ensure operational resources, technologies, and workflows effectively support internal technicians and third-party service providers; partner with the Director of Technical Service to align centralized support functions with field service execution.
• Lead initiatives that enhance customer experience, improve productivity and service responsiveness, increase scalability, and support company growth objectives.
• Define, track, and analyze key performance indicators and operational data to identify trends, strengthen decision-making, and drive accountability.
• Use operational insights to improve service quality, technician productivity, equipment uptime, and financial performance.
• Champion a customer-focused culture, establish best practices for service interactions, 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, to streamline workflows, strengthen customer interactions, and improve productivity and utilization.
• Develop high-performing 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 operational efficiency, cost control, and long-term business objectives.
• Ensure operations comply with company policies, applicable legal requirements, and quality standards, and that appropriate controls and documentation are maintained.

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.
• A 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