Senior Director Operations Shared Services

About the Role

The Senior Director of Service Strategy is responsible for defining and guiding the strategic vision for service delivery across the organization. This role aligns business goals with customer experience design, establishes performance frameworks, and develops forward-looking roadmaps to optimize service outcomes. The role partners cross-functionally to drive strategic initiatives that enhance customer experience, operational effectiveness, and long-term scalability. In this role, you will drive the transformation of our Contact Center service delivery model and collaborate with key stakeholders on operational change initiatives set by Executive Operations Leadership. The position reports to the Vice President of Operations.

Responsibilities

• Develop and lead the service strategy roadmap, ensuring alignment with organizational goals, client expectations, and long-term growth objectives.
• Define and own KPI frameworks and performance standards, leveraging data and insights to evaluate service effectiveness and drive continuous improvement.
• Translate customer needs and business objectives into scalable service models, experience design, and strategic initiatives that improve overall product and service performance.
• Analyze operational and customer data trends to identify opportunities for service optimization, innovation, and enhanced client experience outcomes.
• Partner with Operations Support and cross-functional leaders to ensure strategic initiatives are clearly defined, prioritized, and successfully executed.
• Serve as a strategic advisor to senior leadership on service design, customer experience, and performance improvement opportunities.
• Lead the development of forward-looking service strategies, incorporating industry trends, technology advancements, and evolving customer expectations.
• Oversee key client relationships and service-level performance, ensuring alignment with service strategy and organizational objectives.
• Stakeholder management and cross-functional collaboration to drive enhancements that improve customer experience, compliance, and overall performance.
• Monitor key performance indicators, analyze data, and generate insights to evaluate performance and identify areas for improvement.
• Collaborate with department leaders to enhance client service strategies and foster a cohesive organizational approach.
• Understand the organization's underlying business processes and technologies to make recommendations that support long-term scalability and operational efficiency.
• Maintain team performance and structure through analytics and insights; partners with leadership on future planning and roadmap alignment.
• Determines needs, identifies growth areas, and analyzes improvement opportunities in alignment with overall corporate strategy.
• Develops strong relationships with internal and external partners, including vendors, advisors, and senior leadership.
• Facilitate discussions and lead cross-functional initiatives to support strategic, Operations-critical priorities.
• Other related duties as needed.

Qualifications

• A bachelor's or master's degree in business or accounting from an accredited college or university is required, or an equivalent combination of education, training, and work experience.
• At least seven years of management experience, with a proven track record of increased responsibilities.
• Preferred experience includes a focus on operations, customer service, contact centers, or the digital field, with a minimum of five years leading teams.

Skills & Abilities

• High energy, motivated, self-starter, and applies professional concepts.
• Exhibits professionalism in dealing with others and maintains constructive working relationships.
• Must be able to accept constructive criticism; being flexible, versatile, and dependable.
• Team skills, including the ability to establish and maintain effective working relationships internally and externally.
• Deep functional knowledge in two or more of the following areas: Operations, customer service transformation, customer service experience design and customer service process implementation, contact forecasting and work force management, quality management, center staffing and training, technology support.
• Excellent communication skills, both verbal and written, for interpersonal communication and collaborative management.
• Exhibits a high degree of initiative and analytical skill to be able to handle and solve complex problems; thrives in a high-production environment.
• Viewed as an expert resource by peers and coworkers; maintains a good working relationship with both internal and client management and has a thorough internal working knowledge of the enterprise.
• Displays strong leadership qualities, decision-making abilities, and strong business judgment.
• A demonstrated commitment to high professional ethical standards and a diverse workplace.
• Excels at operating in a fast-paced, community environment.
• Excellent computer skills and proficient in Microsoft suite products, such as Excel, Word, and Outlook.
• Ability to work in an environment that aligns with the company's diversity, equity, inclusion, and belonging standards.
• Ability to work both independently and in a team environment.
• Demonstrate our core values of Think Big, Go Fast, Deliver Awe, Win Together, and Care Deeply.

Benefits

• Remote Work: We are a remote-first company, and almost all positions receive the flexibility of working from home.
• Generous Time Off: Besides 8 company holidays and 2 personal days every year, all colleagues receive a minimum of 18 days of paid time off.
• Comprehensive Benefits Package: Including medical, dental, vision, and pet insurance; 401(k) matching program; and company-paid life insurance and short and long-term disability coverage.
• Supportive Services: We offer a Colleague Assistance Program that provides free counseling and financial services, and our One Call Foundation provides colleagues financial assistance during times of unexpected hardships.