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Title
Text copied to clipboard!Head of Service Operations
Description
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We are looking for a Head of Service Operations to lead and oversee the daily operations of our service department. This role is critical in ensuring that our service delivery meets the highest standards of quality, efficiency, and customer satisfaction. The ideal candidate will have a strong background in operations management, excellent leadership skills, and a passion for continuous improvement.
As the Head of Service Operations, you will be responsible for developing and implementing operational strategies, managing service teams, and ensuring that all service-related activities align with the company’s goals and customer expectations. You will work closely with cross-functional teams including sales, product development, and customer support to streamline processes and enhance service delivery.
Key responsibilities include monitoring service performance metrics, identifying areas for improvement, and implementing best practices to optimize efficiency. You will also be tasked with managing budgets, forecasting resource needs, and ensuring compliance with industry regulations and company policies.
To succeed in this role, you should have a proven track record in service operations or a related field, strong analytical and problem-solving skills, and the ability to lead and motivate teams. Experience with service management software and tools is also highly desirable.
This is a strategic leadership role that requires a proactive mindset, excellent communication skills, and the ability to drive change in a dynamic environment. If you are passionate about delivering exceptional service and have the expertise to lead operational excellence, we encourage you to apply.
Responsibilities
Text copied to clipboard!- Oversee daily service operations and ensure efficiency
- Develop and implement service strategies and policies
- Monitor key performance indicators and service metrics
- Lead and manage service teams across multiple locations
- Collaborate with other departments to improve service delivery
- Ensure compliance with industry standards and regulations
- Manage budgets and forecast operational needs
- Drive continuous improvement initiatives
- Resolve escalated customer issues and complaints
- Report on operational performance to senior leadership
Requirements
Text copied to clipboard!- Bachelor’s degree in Business, Operations Management, or related field
- Minimum of 7 years of experience in service operations or similar role
- Proven leadership and team management skills
- Strong analytical and problem-solving abilities
- Excellent communication and interpersonal skills
- Experience with service management tools and software
- Ability to manage multiple projects and priorities
- Knowledge of industry standards and compliance requirements
- Strong organizational and time management skills
- Proactive mindset with a focus on continuous improvement
Potential interview questions
Text copied to clipboard!- What experience do you have leading service operations teams?
- How do you measure and improve service performance?
- Describe a time you implemented a successful operational change.
- How do you handle escalated customer service issues?
- What tools or software have you used for service management?
- How do you ensure compliance with industry regulations?
- What strategies do you use to motivate and lead teams?
- How do you manage operational budgets and forecasts?
- Can you describe your approach to cross-functional collaboration?
- What continuous improvement methodologies are you familiar with?
