DIRECTOR OF SERVICE OPERATIONS
Background & Purpose of the Job:
As the Director of Service Operations & Performance, you will provide strategic leadership for the operational functions that support field service delivery across North America. The role is responsible for Service Desk Operations, Dispatch, Planned Services, Technical Services, and Continuous Improvement, ensuring that the systems, processes, technologies, and resources are in place to deliver an exceptional customer experience while maximizing service efficiency and business performance. As a key member of the Service Operations leadership team, you will partner closely with the Director of Technical Service to align operational support functions with field service execution. Together, the roles support customer satisfaction, technician productivity, equipment uptime, service quality, and financial performance objectives, in alignment with the company’s strategic priorities and long-term growth objectives.
Who You Are & What You’ll Do:
Service Operations Strategy and Leadership: Establish and execute the strategy, performance standards, and operational processes for Service Desk Operations, Dispatch, Planned Services, Technical Services, and Continuous Improvement, aligned with company objectives, customer experience priorities, and Services growth.
Operational Management: Oversee service request management, installation and preventative maintenance coordination, dispatch operations, technical support services, and warranty administration. Ensure effective workflows, documentation, adherence to standard operating procedures, escalation management, and efficient use of resources.
Field Service Enablement: Ensure operational resources, technologies, and workflows effectively support internal technicians and third-party service providers. Partner closely with the Director of Technical Service to align centralized support functions with field service execution.
Continuous Improvement and Scalability: Lead initiatives that enhance customer experience, improve productivity and service responsiveness, increase scalability, and support company growth objectives.
Performance Monitoring and Analysis: Define, track, and analyze relevant key performance indicators and operational data to identify trends, strengthen decision-making, and drive accountability. Use insights to improve service quality, technician productivity, equipment uptime, and financial performance.
Customer Experience and Service Quality: Champion a customer-focused culture, establish best practices for service interactions, support resolution of escalated or complex issues, and use customer and operational feedback to improve service quality and loyalty.
Technology and System Optimization: Evaluate, implement, and optimize service technologies and software, including iGrow, Salesforce, SAP, and Qlik, to streamline workflows, strengthen customer interactions, and improve productivity and utilization.
Team Leadership and Development: Develop high-performing leaders and teams through coaching, performance management, succession planning, training, and employee development. Foster a culture of accountability, collaboration, customer focus, engagement, and continuous improvement.
Budget, Staffing, and Resource Planning: Manage departmental budgets, staffing strategies, forecasting, and resource allocation to support operational efficiency, cost control, and long-term business objectives.
Compliance and Quality Assurance: Ensure operations comply with company policies, applicable legal requirements, and quality standards, and that appropriate controls and documentation are maintained.
What You’ll Need to Succeed:
Education: Bachelor’s degree or higher in Business, Engineering, Operations Management, or a related field; an equivalent combination of relevant education and experience may be considered.
Experience: 10+ years of progressive experience in service operations, customer support, field service, or technical services, including at least 5 years in a leadership role managing on-site and remote employees. Experience leading managers and multi-functional operational teams in a complex service organization using internal and third-party service networks.
Language: Fluent English.
Strategic and operational leadership across multiple service functions.
Demonstrated success in operational excellence, process improvement, organizational performance, and customer satisfaction.
Strong analytical skills, including the ability to use performance metrics and operational data to identify trends, make decisions, and drive accountability.
Ability to lead change, improve processes, and build scalable service operations.
Ability to serve as an effective liaison between field service activities and centralized or back-office functions.
Strong people leadership, coaching, succession planning, and employee development capabilities.
Excellent verbal, written, and presentation skills, with the ability to communicate effectively with employees, managers, customers, and cross-functional partners.
Strong organizational, time-management, project-management, and problem-solving skills, with the ability to work independently.
- Proficiency in Microsoft Office products; SAP, Salesforce knowledge preferred.
Overview:
- Type of Employment: Full time – Exempt
- Workplace Schedule Type: Hybrid
- Position Location: Irvine, Ca
Why SEB Professional North America?
At SEB Professional North America, we believe great careers are built where people feel supported, challenged, and inspired. Whether you’re working from one of our offices or enjoying a flexible work arrangement between the two, we’re committed to providing benefits, resources, and a culture that help you thrive both professionally and personally.
What We Offer:
- Comprehensive Medical, Dental, and Vision Coverage with a generous employer contribution
- 401(k) Retirement Plan with company match to help you plan for the future
- Company‑Paid Life Insurance for added peace of mind
- 12 Paid Holidays to recharge and spend time with what matters most
- Additional Voluntary Benefits and Employee Discount Programs
A Positive, Inclusive Work Culture that genuinely values work‑life balance
Eligible for an annual bonus
Compensation:
Salary range of $160,000 - 185,000 commensurate with experience.
If you’re looking for an opportunity to make an impact, grow your career, and be part of a dynamic, collaborative team, SEB Professional North America is the place for you. Apply today and take the next step in your career journey.
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Equal Employment Opportunity (EEO)
SEB Professional is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, marital status, protected veteran status, or any other category protected by federal, state, or local law. SEB Professional does not make employment decisions based on any protected class status. For more information, please see OFCCP Equal Employment.