Senior Director Operations Shared Services
New
O
One CallOperations, Care Coordination
United StatesFull-TimeSenior
Salary116,100 - 191,500 USD per year
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Job Details
- Experience
- At least seven years of management experience, with a proven track record of increased responsibilities; minimum of five years leading teams.
- Required Skills
- Data AnalysisUser Experience DesignOperations ManagementMicrosoft ExcelStakeholder management
Requirements
- Bachelor’s or master’s degree in business or accounting, or equivalent experience.
- At least seven years of management experience with increased responsibilities.
- Minimum of five years of experience leading teams.
- Deep functional knowledge in two or more areas: Operations, customer service transformation, experience design, contact forecasting, workforce management, quality management, or center staffing.
- Proficiency in Microsoft suite products (Excel, Word, Outlook).
- Excellent verbal and written communication skills for collaborative management.
- Strong analytical skills for solving complex problems in high-production environments.
- Proven ability to maintain professional relationships and accept constructive criticism.
- Demonstrated ability to work both independently and within a team environment.
Responsibilities
- Develop and lead the service strategy roadmap aligned with organizational goals and client expectations.
- Define and own KPI frameworks and performance standards to evaluate service effectiveness.
- Translate customer needs and business objectives into scalable service models and experience design.
- Analyze operational and customer data trends to identify innovation and optimization opportunities.
- Partner with cross-functional leaders to drive, prioritize, and execute strategic initiatives.
- Serve as a strategic advisor to senior leadership on service design and customer experience.
- Monitor performance indicators to generate insights and drive continuous improvement.
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