Director, Operations

Duties and Responsibilities

• Responsible for both the operational and financial health of highly visible clients.
• Establish and maintain accountability with all leaders in their organization.
• Main point of contact/liaison between SPS and highly influential clients.
• Nurtures a strong relationship with sales and other teams as an effort to help grow and move the business forward (i.e., in some cases, helps to identify new business to add-on opportunities which may include participating in RFP/sales presentations).
• Interface with SPS executive leadership on key decisions.
• Solutions all client, site management and site staffer issues.
• Effectively coach/train/mentor subordinate leaders to ensure succession plans.
• Standardize policies and procedures including statistical monthly reporting and benchmarks.
• Cook up, implement and oversee any special projects specific to the client/operation.
• Maintain communication with the COO regarding the operation.
• Aid in employee relations concerning matters, and make determinations with other appropriate parties (such as Human Resources) on performance management issues.
• May conduct contract renewal negotiations in partnership with Sales.
• Coordinate and handle vendor negotiations.
• Manage site proformas in terms of hours, gross margin spread, profitability and growth.
• Lead account reviews with clients.

Competencies

• Background in managing a large people organization/region employees.
• Proven ability to thrive in high growth environments.
• Strategically plans and executes key business objectives.
• A direct or relatable background to Managed Services (i.e., Worked for a Vendor/Service Provider or BPO organization).
• Industry Specific Expertise: Mass Mail Processing/Shipping/Receiving, Document Printing/Scanning, Warehouse Management, Records Management.
• Driven by implementing efficiency, technology, and process improvement.
• Has strategic vision and able to execute a plan to success.
• Ability to interact effectively and build strong relationships with C-level and highly influential clients.
• Expertise diffusing and creating solutions to client service matters.
• Technology- Has a strong understanding of technology utilized in managed services, embraces, and implements technology and efficiency where possible.
• Executive level communication skills- Has highly developed skills presenting to clients, preparing presentations, and leading teams to success!
• Highly developed people skills with expertise in creating a top tier work environment where employees are highly engaged.

Qualifications and Education Requirements

• Bachelor’s Degree or higher preferred.
• Minimum of 8-10+ years of experience in high-level relationship building and operational management.
• Previous multi-site management experience is highly preferred since this position may oversee employee organizations of 100+ employees based in multiple locations.
• Program/Project Management experience is a plus.
• Proven ability to successfully coach/train/mentor front line managers and staff.
• Ability to build business relationships and interact effectively with “C” level executives.
• A strong understanding of P&L management, finance, managing budgets and working in a customer metrics driven environment.
• Previous experience partnering with HR/Recruiting/Training/Finance and senior leadership to ensure SLAs are met.
• Must have experience managing exempt level direct reports and overseeing a large people organization.
• Solid understanding of selling skills.
• Exceptional computer skills.
• Industry related experience a plus.
• Driven by client satisfaction, with proven track record of diplomacy and ownership.
• Strong integrity, solid business ethics.
• Strong team approach to account management.
• Creative strategic thinking and performance.