Operations Director

The Operations Director is responsible for overseeing and managing daily operations. This role leads four key teams: Customer Success, Service Delivery, Field Engineers, and Operations. The Operations Director ensures that all operational activities align with strategic objectives while delivering high-quality service to customers.

• Provide strategic direction and leadership to the Customer Success, Service Delivery, Field Engineers, and Operations teams.

• Foster a collaborative and results-driven work environment.

• Develop and implement operational policies, procedures, and best practices.

• Optimize team performance to ensure efficiency and effectiveness.

• Oversee the development and implementation of processes and systems to enhance operational performance.

• Act as an escalation point for service issues, ensuring swift resolution.

• Ensure compliance with industry standards, regulations, and policies.

• Identify opportunities for process improvements and drive a culture of continuous improvement.

• Stay updated on industry trends and best practices.

• Develop and implement strategies to enhance customer satisfaction and retention.

• Monitor customer feedback and drive improvements.

• Ensure timely and effective resolution of customer issues.

• Serve as the primary escalation point for critical customer concerns.

• Implement and maintain robust support processes to enhance customer service.

• Oversee the Service Delivery team, ensuring successful project implementation and execution.

• Monitor project progress, identify risks, and implement mitigation strategies.

• Supervise the Field Engineers team to ensure timely and efficient installation, maintenance, and repair of telecommunications equipment.

• Enforce safety protocols and ensure compliance with health and safety regulations.

• Manage the Operations team, ensuring efficient operational processes.

• Implement technology solutions to streamline operations and improve performance.

• Recruit, train, and mentor management and team members.

• Provide coaching and support to foster professional growth.

• Set performance goals and conduct regular performance evaluations.

• Work cross-functionally with Sales, Marketing, and Product Development to align operational strategies with business objectives.

• Communicate insights and feedback to relevant stakeholders.

• Ensure operational teams receive training on new products and services to provide knowledgeable support to customers.

• Develop and manage the operations budget, ensuring cost-effective resource allocation.

• Monitor financial performance and drive operational cost efficiencies.

• Prepare and present operational reports to the executive team, highlighting key performance indicators and metrics.

• Utilize data-driven insights to inform strategic decisions.

• Act as the Health and Safety Officer.

• Conduct risk assessments and implement strategies to mitigate risks.

• Ensure the office environment is well-maintained, safe, and compliant with regulations.

• Adhere to Health & Safety, Data Protection, Information Security, PCI, and DSP policies and procedures.

• Extensive experience in operations management, ideally within a relevant industry.

• Degree or equivalent professional qualifications.

• Strong analytical skills to evaluate data and operational performance.

• Excellent organizational and leadership abilities.

• Proven experience in managing P&L.

• Ability to lead teams through operational changes.

• Project management expertise, including planning, execution, and resource allocation.

• Excellent communication and stakeholder management skills.

• Strong decision-making and time-management abilities.

• Experience in establishing policies and ensuring compliance with regulations.

• Opportunity to develop a best-in-class operations team focused on delivering exceptional customer experience.

• Work with cutting-edge technology, including AI-driven customer support solutions.

• Lead a high-performing team in a fast-growing, innovative environment.

• Directly influence improvements in core business systems and processes.

• Engage with senior stakeholders and handle escalations effectively.

• Drive continuous enhancements to operational efficiency and customer satisfaction.