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
Lead, mentor, and develop managers, supervisors, and service agentsCreate performance management frameworks and conduct regular evaluationsDesign and implement training and professional development programsFoster employee engagement, retention, and a positive work cultureManage both local and remote team members effectivelyDrive Data-Driven Performance Improvements
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 effectivenessImplement business intelligence and analytics strategies using tools like QlikIdentify operational trends and implement continuous improvement initiativesGenerate actionable insights from performance dataChampion Customer Experience Excellence
Build and maintain a customer-centric service cultureDevelop best practices for customer service interactions and supportHandle escalated customer issues and complex service inquiriesImplement customer feedback systems to drive service quality improvementsImprove customer satisfaction scores and loyalty metricsOptimize Service Technology Stack
Evaluate and implement service operations technology solutionsManage systems including iGrow, Salesforce, SAP, and Qlik analytics platformStreamline workflows through technology optimizationDrive digital transformation initiatives for service operationsManage Service Operations Budget
Develop and manage FTE (Full-Time Equivalent) budgets for service teamsCreate financial forecasts and resource allocation plansImplement cost-control measures while maintaining service qualityMaximize ROI on service operations investmentsEnsure Compliance and Quality Standards
Maintain compliance with company policies, industry regulations, and legal requirementsImplement quality assurance programs and monitoring systemsEstablish and enforce service level agreements (SLAs)Director of Service Operations Qualifications
Required Experience and Skills
Experience : 10+ years in Service Operations, Contact Center Operations, Customer Support Management, or related fieldLeadership : Minimum 5 years in senior leadership roles managing both local and remote teamsEducation : Bachelor's degree (BA / BS) required in Business Administration, Operations Management, or related fieldGlobal Programs : Proven track record establishing and leading successful global learning and development programsStrategic Thinking : Demonstrated ability translating business strategy into actionable operational plansAnalytical Skills : Strong data analysis capabilities with critical thinking and independent problem-solvingChange Management : Ability to prioritize effectively and adapt as business priorities shiftRelationship Building : Excellent interpersonal skills with ability to influence stakeholders at all levelsCustomer Focus : Strong customer service orientation with proven track record improving customer satisfactionTechnical Skills and Systems Experience
Proficiency with Learning Management Systems (LMS) and training software platformsExperience 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 softwareStrong Microsoft Office Suite skills including Excel for data analysisLeadership and Soft Skills
Exceptional communication skills, both written and verbalOutstanding facilitation skills for virtual and in-person training / meetingsProven ability developing talent and building organizational capabilityExperience in fast-paced, growing, global organizationsStrong project management and organizational skillsAbility to work effectively under pressure and meet deadlinesPreferred Qualifications
Master's degree (MA / MS) in Business, Operations Management, Organizational Development, or related fieldProfessional certifications in Training and Development (CPTD, CPLP, or similar)Six Sigma, Lean, or other process improvement certificationsITIL (Information Technology Infrastructure Library) certificationExperience in specific industries (if applicable to your company)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
