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Operations Director
Location: Woodbridge
Salary: £80,000
The Operations Director is responsible for overseeing and managing the daily operations of the Company. This role involves leading four teams: Customer Success, Service Delivery, Field Engineers, and Operations. The Operations Director will ensure that all operational activities are aligned with the company's strategic objectives and deliver high-quality service to our customers. You will be required to meet with your team managers and understand the wins plus the challenges and roadblocks they are faced with. You are to take accountability for your teams performance and contribution to the overall Company Strategy. You will also act as an escalation point for service issues.
Key Tasks:
Leadership and Management:
Provide strategic leadership and direction to the Customer Success, Service Delivery, Field Engineers, and Operations teams.
Foster a positive and collaborative work environment, promoting teamwork and continuous improvement.
Develop and implement operational policies, procedures, and best practices.
Monitor and optimize the performance of all operational teams, ensuring efficiency and effectiveness.
Oversee the development and implementation of processes and systems to enhance operational performance.
Act as an escalation point for service issues.
Ensure compliance with industry standards, regulations, and Company policies.
Identify and implement opportunities for process improvements.
Stay updated on industry trends and best practices in customer success.
Drive a culture of continuous improvement and customer excellence.
Monitor project progress, identify potential risks, and implement mitigation strategies.
Customer Success:
Design and implement customer success strategies to enhance customer satisfaction and retention.
Monitor customer feedback and identify opportunities for improvement.
Ensure timely and effective resolution of customer issues and concerns.
Serve as the primary point of contact for escalated customer issues.
Develop and execute customer engagement initiatives to drive customer loyalty.
Manage and improve the service desk, ensuring timely and effective resolution of customer issues.
Implement and maintain robust support processes to enhance customer satisfaction.
Team Development:
Recruit, train, and mentor the Operations team management and members.
Provide ongoing coaching and support to ensure the team's professional growth and development.
Set performance goals and conduct regular performance reviews.
Financial Management:
Develop and manage the operations budget, ensuring cost-effective use of resources.
Monitor financial performance and implement measures to achieve operational cost savings.
Facility Management and Health & Safety:
Act as the Company Health and Safety officer.
Ensure that the appropriate risk assessments are completed and identify strategies to reduce risk.
What will you need to be successful?
Comprehensive operations management experience.
Analytical skills to evaluate data and performance/operation metrics.
Excellent organisational and leadership abilities.
Experience of managing a P&L.
Ability to lead teams through operational changes.
Proven project management abilities, involving project planning, execution, interdepartmental collaboration and resource allocation.
Excellent communication skills and the ability to win hearts and minds.
Proven time management and decision making skills.
Experience of establishing company policies, implementing necessary changes and adhering to compliance procedures, laws and regulations.
