Director of Service Operations

What we will achieve together

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.

Salary Range: $130,000 - $150,000 + annual bonus

• 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 SOPs, and optimal resource utilization. This includes ensuring each department manages staffing, scheduling, and escalations.
• Team Leadership and Development:
  Leading, mentoring, and motivating a team of managers, supervisors, and agents. Setting performance goals, conducting evaluations, providing coaching and training, fostering a positive work environment, and addressing employee engagement and retention.
• Performance Monitoring and Analysis:
  Defining, tracking and analysing key performance indicators (KPIs) such as AHT, NPS, invoice processing, tech support resolution, and training days; using data to identify trends, pinpoint improvement areas, and implement data‑driven strategies.
• Customer Experience Improvement:
  Championing a customer‑centric culture. Developing best practices for customer interactions, handling escalated inquiries, and seeking feedback to improve service quality and loyalty.
• Technology and System Optimization:
  Evaluating, implementing and optimizing department technologies and software (e.g., iGrow, Salesforce, SAP, Qlik) to enhance efficiency, streamline interactions and improve productivity.
• Budget Management:
  Developing, managing and optimising the team’s FTE budget, forecasting, resource allocation, and cost‑control measures to maximise ROI.
• Compliance and Quality Assurance:
  Ensuring operations comply with company policies, legal requirements and quality standards.

• Self‑directed leader with evidence of establishing and leading successful global learning and development programs delivering positive results.
• Strong analytical skills, critical thinking, prioritisation for impact and flexibility as priorities change.
• Ability to translate strategy and vision into actionable plans.
• Familiarity with employee development processes in fast‑paced, growing global companies.
• Outstanding relationship builder with ability to influence at all levels.
• Familiarity with corporate learning systems and depth in LMS.

• BA/BS degree required; MA/MS preferred.
• 10+ years of experience in Service Operations, with the most recent 5 years in a leadership role managing local and remote employees.
• Exceptional facilitation skills, virtually and in‑person.
• Proficiency in LMS and other training software.
• Ability to analyze performance metrics and generate insights.
• Strong problem‑solving skills with a customer‑focused approach.
• Certification in training and development or related field is a plus.

• Type of employment:
  Full time – Exempt
• Workplace type:
  Irvine, CA (Hybrid – 3 days on‑site, 2 days remote)

Whether working remotely, in one of our offices, or flexing between the two, we offer a number of benefits and perks to support you and your family. Please ask your recruiter for additional details regarding our benefits.

• Medical, dental and vision insurance – generous employer contribution.
• 401(k) program with up to 9% employer contribution.
• On‑site gym.
• 12 paid holidays.
• Voluntary…