Director of Service Operations

Groupe SEB•Irvine, CA

71d•$130,000 - $150,000•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

Self-directed leader with clear evidence of establishing and leading successful learning and development global programs which have delivered positive results
Strong analytical skills with the ability to think critically and independently. Able to prioritize for impact and adjust focus frequently and effectively as priorities change
Demonstrated ability to translate strategy and vision into plans and action
Strong familiarity and focus on employee development standard processes in the field from successful, fast-paced, and growing global companies
Outstanding teammate/relationship builder with the ability to work and influence people at all levels
Familiarity with the latest corporate learning systems and tools, with additional depth in learning management systems
BA/BS degree required; MA/MS preferred in related field
10+ years of experience Service Operations, with the most recent 5 years in a leadership role managing local and remote employees.
Exceptional facilitation skills both virtually and in-person
Proficiency in using Learning Management Systems (LMS) and other training software.
Ability to analyze performance metrics and generate actionable insights.
Strong problem-solving skills with a customer-focused approach.

Nice To Haves

Certification in training and development or related field is a plus.

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.
Operational Management: 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.
Team Leadership and Development: 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.
Performance Monitoring and Analysis: 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.
Customer Experience (CX) Improvement: 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.
Technology and System Optimization: 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.
Budget Management: 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.
Compliance and Quality Assurance: Ensuring the team operates in compliance with company policies, legal requirements, and quality standards.