Customer Success Operations Director Jobs in Turlock, CA

We are working with a leading Recruiting Process Outsourcing organization looking to hire a Regional Director of Operations for their marque client in Northern California.  There is some travel required locally across for work locations.  You will be managing about 10 direct reports that oversee about 4,000 warehouse workers.  

Director of Operations

SUMMARY

Responsible for managing accounts at 5-8 client sites with revenues between $20 million - $35 million.  The responsibilities require the Director of Operations to have a close working relationship with each service team he/she is responsible for and a good rapport with all clients on the management level.

The Director of Operations must be familiar with all tasks and activities in each office, so that he/she may fill in when necessary.

Financial and Budgeting responsibilities fall under the scope of the Director of Operations, as does the execution of quarterly Quality Control audits.

The Director of Operations trains any new managers and provides all necessary tools to improve the team's service quality. This may include maintaining/QC'ing schedules and frameworks, Standard Operating Procedures and quarterly Executive Reviews.

The Director of Operations will conduct periodic action plans with each account to remain abreast of activities and service standards at all times.

Responsible for the data integrity in all applicable systems related to client operations.

            ESSENTIAL DUTIES & RESPONSIBILITES

         Implement & Negotiate the Terms of the Client Contract: Work with the service team and the client to ensure that both parties are adhering to the contract.

         Supervise Direct Reports: Provide leadership and follow up to ensure that Service Team members are maintaining the high standard of service set for the account.

         Develop Knowledge of internal Products and Services: Develop an understanding of internal products and services applicable to the Director's accounts and others. Keep up with changes in the proprietary software packages integral to the success of the account.

         Support the Account's Growth: Look for ways to increase business at the account by finding new opportunities and working with the account manager(s) to provide those services.

         Delegate Projects: Disseminate project duties within the area/region and follow up to ensure that strategic projects are completed thoroughly.

         Train: Provide training to any new managers in the area/region. Identify where training is called for and prepare actions steps to implement that training.

         Make Service Team Decisions & Provide Feedback: Through a regular action plan and by observation at site visits, provide constant feedback to account managers on accounts' services and quality. Help make decisions regarding personnel changes at the accounts.

         Support the Accounts' Managers: Provide support wherever managers need it. This may include consulting on recruiting, financials, forecasting, difficult client or associate issues, team staffing, risk management/safety, payroll & billing, etc.

         Financial Budgeting: Inspect and train lead managers to be able to prepare annual and monthly forecasts; review and make changes to forecasts and budgets when appropriate. These responsibilities also include proactive decision-making regarding finding lower cost alternatives and saving costs where possible.

         Quality Control: Conduct quarterly QC Audits and prepare actions steps to improve.

         Maintain accuracy of office Standard Operating Procedures: As part of the on-going management of the offices in the Director of Operations responsibility, it is critical to evaluate and maintain the validity of all SOPs in the field.

         Hire and Evaluate Managers & Supervisors: Provide annual employee evaluations and negotiate pay increases.

         Manage Client Satisfaction: Review periodic client satisfaction surveys and oversee actions to improve it. Address individual clients when problems are escalated, meet regularly with executive clients to ensure ongoing client satisfaction.

         Report on Client Interaction: Update regular client interaction and entertainment activities that occur on and off site. The Director of Operations should directly attend functions when possible for visibility.

COMPETENCY

         To perform the job successfully, an individual should demonstrate the following competencies:

         Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs work flows and procedures.

         Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.

         Project Management - Coordinates projects; Manages project team activities.

         Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.

         Interpersonal - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.

         Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.

         Change Management - Develops workable implementation plans; Communicates changes effectively; Builds commitment and overcomes resistance; Prepares and supports those affected by change; Monitors transition and evaluates results.

         Delegation - Delegates work assignments; Matches the responsibility to the person; Gives authority to work independently; Sets expectations and monitors delegated activities; Provides recognition for results.

         Business Acumen - Understands business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of market and competition; Aligns work with strategic goals.

         Cost Consciousness - Works within approved budget; Develops and implements cost saving measures; Contributes to profits and revenue; Conserves organizational resources.

         Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.

         Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.

         Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

        REQUIREMENTS:

Education/Experience

Bachelor's degree (B.A.) required

Previous high volume staffing required

Operational Management including budgets

Technology Skills

Basic Computer Skills (MS Office, Excel, PPT and Word)

Language Ability

Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Math Ability

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages.