DUTIES AND RESPONSIBILITIES

The duties and responsibilities of this position consists of, but are not limited to, the following:

Business Strategy:

· Drive consistent execution that meets Service Delivery requirements and expectations

· Leverage Operations Dashboards and internal analytics to understand areas of service excellence & service gaps, and work with teams on actions to address identified gaps

Utilization of continuous improvement methodology in management of KPIs for the service delivery team

Identify recurring service delivery interruptions & customer issues, drive root cause analysis and resolve via appropriate corrective & preventive actions

Key customer contact for Service Delivery (Operational) needs

Collaborate with multiple areas of the business to drive standardization of leading practices

Team Leadership:

Lead and mentor direct reports providing regular feedback, coaching and guidance based on performance, dashboards, and Personal Development Plan

Ensure that all assigned team-members have a solid understanding of customer business objectives and the plans to attain those objectives

Ensure service delivery team has resources required to execute day-to-day operations

Coordinate schedules to ensure proper account coverage. Examples of but not limited to PTO, meals, breaks

Maintaining and utilizing Account Specific Onboarding for new team members

· Other duties or responsibilities as assigned according to the team and/or country specific requirements



QUALIFICATIONS

Required:

· High school diploma or GED

· A blend of education and work experience may be considered

· Minimum 5 years of experience in operations and/or customer/client service facing role

· Minimum 2 years of leading and managing teams

· Ability to travel up to 10% (domestically and international)



Preferred:

· Bachelor’s degree from an accredited college or university preferred

· Experience executing businesses through Standard Practices and Operational Excellence methodologies

· Advanced proficiency in Microsoft Office Suite of programs

· Strong problem-solving and conflict resolution skills

· Ability to adapt and lead in a fast-paced environment

· Strong interpersonal/communication and presentation skills, with ability to communicate effectively in a highly responsive and professional manner

· Strong business acumen

· Ability to develop strong working relationships, both internally and externally

· High level of integrity where personal and professional values are aligned with the company's mission, vision, and leadership framework

· Ability to work collaboratively within the business setting

· Values a diverse and inclusive work environment