Director of Service OperationsAdecco • Irvine, CA, United States
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Director of Service Operations
Adecco • Irvine, CA, United States
[job_card.variable_days_ago]
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- [job_card.full_time]
[job_card.job_description]Lead, mentor, and develop managers, supervisors, and service agents Create performance management frameworks and conduct regular evaluations Design and implement training and professional development programs Foster employee engagement, retention, and a positive work culture Manage both local and remote team members effectively Monitor and analyze key performance indicators (KPIs) including Average Handle Time (AHT), Net Promoter Score (NPS), Invoice Processing metrics, Technical Support Resolution rates, and Training effectiveness Implement business intelligence and analytics strategies using tools like Qlik Identify operational trends and implement continuous improvement initiatives Generate actionable insights from performance data Build and maintain a customer-centric service culture Develop best practices for customer service interactions and support Handle escalated customer issues and complex service inquiries Implement customer feedback systems to drive service quality improvements Improve customer satisfaction scores and loyalty metrics Evaluate and implement service operations technology solutions Manage systems including iGrow, Salesforce, SAP, and Qlik analytics platform Streamline workflows through technology optimization Drive digital transformation initiatives for service operations Develop and manage FTE (Full-Time Equivalent) budgets for service teams Create financial forecasts and resource allocation plans Implement cost-control measures while maintaining service quality Maximize ROI on service operations investments Maintain compliance with company policies, industry regulations, and legal requirements Implement quality assurance programs and monitoring systems Establish and enforce service level agreements (SLAs) Experience : 10+ years in Service Operations, Contact Center Operations, Customer Support Management, or related field Leadership : Minimum 5 years in senior leadership roles managing both local and remote teams Education : Bachelor's degree (BA / BS) required in Business Administration, Operations Management, or related field Global Programs : Proven track record establishing and leading successful global learning and development programs Strategic Thinking : Demonstrated ability translating business strategy into actionable operational plans Analytical Skills : Strong data analysis capabilities with critical thinking and independent problem-solving Change Management : Ability to prioritize effectively and adapt as business priorities shift Relationship Building : Excellent interpersonal skills with ability to influence stakeholders at all levels Customer Focus : Strong customer service orientation with proven track record improving customer satisfaction Proficiency with Learning Management Systems (LMS) and training software platforms Experience with CRM systems (Salesforce preferred) Knowledge of ERP systems (SAP experience a plus) Familiarity with business intelligence tools (Qlik or similar) Experience with workforce management and service desk software Strong Microsoft Office Suite skills including Excel for data analysis Exceptional communication skills, both written and verbal Outstanding facilitation skills for virtual and in-person training / meetings Proven ability developing talent and building organizational capability Experience in fast-paced, growing, global organizations Strong project management and organizational skills Ability to work effectively under pressure and meet deadlines Master's degree (MA / MS) in Business, Operations Management, Organizational Development, or related field Professional certifications in Training and Development (CPTD, CPLP, or similar) Six Sigma, Lean, or other process improvement certifications ITIL (Information Technology Infrastructure Library) certification Experience in specific industries (if applicable to your company)
Director of Service Operations | North America
Adecco Permanent Recruitment is seeking an experienced Director of Service Operations to lead our clients centralized Service departments across North America. This strategic leadership position oversees Training and Technical Support, Service Desk, Service Administration, and Continuous Improvement teams. The Director of Service Operations reports directly to the Vice President of Service and is responsible for driving operational excellence, maximizing team efficiency, and delivering exceptional customer satisfaction.
Location : California
Job Type : Full-time, Senior Leadership
Reports To : Vice President of Service
What You'll Do as Director of Service Operations
Lead Strategic Service Operations
As our Director of Service Operations, you'll develop and execute strategic vision across multiple service departments, aligning operational goals with company-wide customer experience initiatives and global business objectives. You'll be accountable for performance metrics, resource optimization, and measurable business impact across all service functions.
Manage Multi-Department Operations
- Oversee daily operations for Training, Technical Support, Service Desk, and Service Administration teams
- Implement and maintain Standard Operating Procedures (SOPs) across all departments
- Optimize workforce management including staffing, scheduling, and escalation protocols
- Drive efficiency improvements and resource utilization across service operations
Build and Develop High-Performing Teams
Drive Data-Driven Performance Improvements
Champion Customer Experience Excellence
Optimize Service Technology Stack
Manage Service Operations Budget
Ensure Compliance and Quality Standards
Director of Service Operations Qualifications
Required Experience and Skills
Technical Skills and Systems Experience
Leadership and Soft Skills
Preferred Qualifications
Why Join Our Service Operations Team
As Director of Service Operations, you'll have the opportunity to make a significant impact on customer satisfaction and operational excellence. This role offers competitive compensation, professional growth opportunities, and the chance to lead transformational change across multiple service functions in a growing global organization.
Keywords
Director of Service Operations, Service Operations Manager, Customer Service Director, Contact Center Director, Technical Support Manager, Service Desk Manager, Operations Director, Customer Experience Leader, Service Excellence, Call Center Director, Support Operations Manager, Training and Development Director, North America Service Operations
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