Director, Service Operations

Levata•Louisville, KY

29d

About The Position

The Director, Services Operations is responsible for leading the strategic direction, operational performance, and continuous improvement of the Services Operations organization. This role provides full ownership of service delivery execution, operational excellence, and team leadership across the function, ensuring alignment with organizational goals related to customer satisfaction, efficiency, quality, and profitability. The Director will partner closely with executive leadership and cross-functional stakeholders to drive scalable operational strategies, lead high-performing teams, and ensure consistent, high-quality service delivery. This role is accountable for both day-to-day operational performance and long-term strategic development of the Services Operations organization.

Requirements

Bachelor’s degree in Business, Operations Management, Supply Chain, or related field (or equivalent experience).
10+ years of progressive leadership experience in operations, service delivery, logistics, or customer operations environments.
5+ years of experience leading managers and multi-level teams.
Demonstrated success managing operational performance, KPIs, and service delivery outcomes.
Strong financial acumen with experience managing budgets, forecasting, and resource planning.
Proven ability to lead cross-functional initiatives and influence at the executive level.
Strong problem-solving, analytical, and decision-making skills in complex environments.
Excellent communication and executive presence.

Nice To Haves

Experience in multi-site or distributed operations environments.
Background in service delivery, logistics, field operations, or technical services organizations.
Experience leading operational transformation, scaling initiatives, or organizational change.
Lean, Six Sigma, or continuous improvement certifications preferred.
Experience in high-growth or evolving operational environments.

Responsibilities

Own overall performance and execution of Services Operations across all functional areas.
Lead daily operations ensuring efficient service delivery, adherence to SLAs, and high-quality customer outcomes.
Establish and manage operational KPIs, performance dashboards, and reporting structures.
Drive resolution of complex service issues, escalations, and customer-impacting operational challenges.
Ensure operational readiness, capacity planning, and scalable service delivery processes.
Develop and execute the long-term strategic roadmap for Services Operations aligned to business objectives.
Lead operational planning initiatives, including growth strategies, process scalability, and organizational design.
Identify and implement opportunities to improve efficiency, reduce cost, and enhance service quality.
Partner with executive leadership on strategic initiatives and organizational priorities.
Drive continuous improvement initiatives across systems, processes, and workflows.
Develop and manage departmental budgets, forecasts, staffing models, and resource allocation plans.
Monitor financial and operational performance against targets and identify corrective actions when needed.
Partner with Finance and executive leadership on planning, investment decisions, and operational cost optimization.
Ensure effective utilization of resources to meet service demand and business objectives.
Lead, develop, and coach managers and operational leaders across Services Operations.
Build a high-performance culture focused on accountability, customer service, and continuous improvement.
Oversee performance management, including goal setting, feedback, coaching, and development planning.
Lead workforce planning, talent development, and succession planning initiatives.
Foster employee engagement and retention through strong leadership and organizational clarity.
Partner with Sales, Finance, HR, IT, Supply Chain, and other business units to ensure operational alignment.
Represent Services Operations in executive meetings, business reviews, and strategic planning sessions.
Communicate operational performance, risks, and opportunities to senior leadership.
Influence cross-functional stakeholders to support operational priorities and initiatives.
Lead the development and enforcement of standard operating procedures (SOPs) across Services Operations, including ISO 9001.
Drive Lean, continuous improvement, and process optimization initiatives.
Identify systemic issues and implement long-term solutions to improve efficiency and customer experience.
Ensure compliance with internal policies, contractual obligations, and industry standards.