Director of Service Operations

Join Groupe SEB and contribute to better living around the world! As a global reference in small domestic and professional equipment, we make a real impact through our 45 iconic brands – Tefal, Seb, Rowenta, Moulinex, Krups, and many more – present in over 150 countries. Every second, 13 products are sold, manufactured in our 50 industrial and logistic sites. SEB Professional is a subsidiary of Groupe SEB, leading the professional coffee machine industry with three equipment lines: Schaerer, WMF, and Curtis. Our innovative coffee machines are trusted worldwide in hotels, restaurants, coffee shops, and convenience stores.

About the role

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. You will maximize efficiency, strengthen customer satisfaction, and deliver measurable business impact while maintaining alignment with the company’s global vision and long-term goals.

Responsibilities

• Develop and implement 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.
• Oversee day-to-day operations of each department, ensuring efficient workflow, documentation, adherence to Standard Operating Procedures, and optimal resource utilization, including staffing, scheduling, and escalations.
• Lead, mentor, and motivate a team of managers, supervisors, and agents by setting performance goals, conducting evaluations, providing coaching and training, fostering a positive work environment, and addressing employee engagement and retention.
• Define, track, and analyze key performance indicators (KPIs) such as Average Handle Time (AHT), Net Promoter Score (NPS), Invoice Processing, Tech Support Resolution, and Training Days to identify trends and implement data-driven strategies.
• Champion a customer-centric culture by developing and implementing best practices for customer interactions, handling escalated inquiries, and improving service quality and customer loyalty.
• Evaluate, implement, and optimize department technologies and software (e.g., iGrow, Salesforce, SAP, and Qlik) to enhance operational efficiency and productivity.
• Develop, manage, and optimize the teams' FTE budget, including forecasting, resource allocation, and cost-control measures.
• Ensure compliance with company policies, legal requirements, and quality standards.

Requirements

• 10+ years of experience in Service Operations, with the most recent 5 years in a leadership role managing local and remote employees.
• Experience in a fast-paced, growing organization with international presence is preferred.
• Bachelor’s degree or higher in Business Administration.

Skills

• Service Operations Management
• Performance Management
• Service Management Framework
• Project Management
• Global Alignment
• Strategic Leadership
• Operational Excellence
• Decision Making & Problem Solving
• Collaboration & Influence

Pay

Salary Range: $140,000 - $185,000 + annual bonus

Schedule

• Full-time, exempt position
• Hybrid schedule: Irvine, CA (Monday, Wednesday, and Thursday are onsite working days)

Benefits

• Medical, Dental, and Vision Insurance with generous employer contribution
• 401(K) Retirement Plan with up to 9% employer contribution after the first year of employment
• On-site gym
• 12 paid holidays
• Voluntary Benefits and Discount programs