Director, Shared Services Excellence

Riverstone Logistics•Charlotte, NC

19h

About The Position

Role Overview Mission : The Director, Shared Services Excellence exists to design, lead, and continuously improve Riverstones Shared Services organization, ensuring scalable administrative, dispatch, and operational support systems that enable company growth, operational efficiency, and service excellence. This leader ensures Shared Services functions operate as a strategic capability delivering consistent execution, disciplined processes, and high-quality support that empower front-line teams and operational leadership. The Director embodies Extreme Ownership over service delivery performance, process integrity, talent effectiveness, and organizational scalability. Core Objective : To build and sustain a high-performing Shared Services organization that strengthens operational execution, supports Extra Milers across the company, and enables Riverstone to grow with consistency, efficiency, and alignment to its core beliefs. Executive Alignment & Accountability : In addition to the responsibilities outlined above, this executive is expected to honor and support the essential duties of their peers. Company-wide effectiveness requires clarity of role, disciplined ownership, and mutual respect. Leaders at Riverstone take Extreme Ownership of their responsibilities while honoring the authority and accountability entrusted to others. Who You Are (The Ideal Candidate) You are a builder of systems that serve people well. You understand that operational excellence depends on strong administrative and support infrastructure. When Shared Services operate effectively, front-line leaders can focus on serving customers and executing the mission. You practice Extreme Ownership. You bring clarity to complex workflows, establish disciplined processes, and ensure commitments made by Shared Services are consistently delivered. You lead with humility and service. You remove friction for others and create environments where Extra Milers can succeed. You are comfortable operating globally, managing distributed teams, and navigating fast-moving operational environments. Key Characteristics We Are Looking For Service Infrastructure Architect: You design scalable support systems that enable organizational growth. Operational Excellence Leader: You drive efficiency, consistency, and disciplined execution across Shared Services functions. People Systems Builder: You align onboarding, training, and administrative processes with Riverstones culture and beliefs. Strategic Partner Manager: You steward complex outsourcing relationships to ensure long-term value creation. Data-Driven Operator : You establish KPIs, dashboards, and reporting structures that provide performance visibility. Extreme Owner: You take full accountability for Shared Services performance and organizational impact.

Requirements

Bachelors degree or equivalent experience preferred.
5+ years of leadership experience managing teams and operational service organizations.
Proven experience managing third-party outsourcing or offshore service delivery models.
Strong operational and organizational leadership capability.
Experience building performance metrics, KPIs, SLAs, and reporting dashboards.
Excellent communication and interpersonal skills.
Strategic thinker with strong analytical and problem-solving capability.
Ability to operate effectively in high-growth, fast-paced environments.
Valid passport and ability to travel extensively (non-negotiable).

Nice To Haves

Experience in call center, dispatch, or shared services environments.
Software implementation or systems transformation experience.
Multilingual capability preferred, particularly in languages aligned with Riverstones nearshore operations, international travel, and expanding business footprint.
Background in operational performance management and service excellence programs.

Responsibilities

Shared Services Leadership & Performance Lead overall strategy, execution, and performance of the Shared Services organization.
Ensure service level agreements (SLAs) are consistently met or exceeded.
Establish clear performance expectations aligned with company needs.
Provide executive-level reporting on performance, risks, and scalability readiness.
Nearshore Partnership Stewardship Own and steward the strategic partnership with Riverstones nearshore outsourcing provider.
Ensure alignment with service expectations, cost discipline, scalability, and long-term value creation.
Maintain governance structures supporting quality, efficiency, and compliance.
Operational Excellence & Process Optimization Standardize and optimize workflows across dispatch, administrative, and operational support functions.
Strengthen internal processes to improve accuracy, reduce risk, and increase scalability.
Establish policies, standards, and governance structures promoting operational discipline.
Growth Enablement & Organizational Scalability Design Shared Services systems and staffing models supporting rapid company expansion.
Partner cross-functionally to ensure infrastructure supports multi-site operations.
Provide extended on-site support during launches and critical operational periods.
Culture & Talent Development Drive and reinforce Riverstones purpose and core beliefs through onboarding, training, and coaching.
Cultivate a culture of ownership, responsiveness, and continuous improvement.
Oversee talent development and succession planning within Shared Services.
Review and approve promotional assignments aligned with performance standards.
Cross-Functional & Client Engagement Represent Shared Services in executive and client-facing discussions.
Identify operational improvement opportunities supporting service delivery and profitability.
Communicate project updates, risks, and escalations across leadership teams.
Compliance & Risk Alignment Ensure adherence to contractual, legal, and operational compliance requirements.
Partner with CAO and governance functions to safeguard operational and reputational integrity.