Senior Director, Global Operations

Job Summary:

The Senior Director, Global Operations acts as the orchestrator and owner of the operational strategy and plan for the Customer & Product Support (C&PS) organization. In the role, the leader supports critical business insights and performance requirements. In doing so, this role will give a clear view of key operational measures to help drive critical immediate, medium and long-term business decisions and process improvements based on data. In addition, this leader will drive standard project management, commissioning, and aftersales processes to help stand up independent regions supporting all Array product lines.

Key Job Responsibilities:

• Run all operations from a global perspective overseeing 6 sites, managing product operations, and customer support.
• Develop new KPI’s, commissioning plans, and will coordinate with 3^rd party vendors for onsite remediations.
• Oversee 2 direct reports, with an additional 1-2 new hires into next year.
• This team will also be introducing new products to the US market and will manage the customer sites and installations.
• Define and drive discipline around reporting success metrics to evaluate the efficiency and effectiveness of processes and solutions.
• Use best practices to carry out business process analysis, re-engineering, process measurements and change management activities.
• Develop strategies to automate and standardize reporting solutions or business intelligence tools across teams. Generate and maintain detailed documentation of policies and processes.
• Streamline and continue to improve customer solutioning, engagement and delivery processes, including, but not limited to use case and solution development, project governance, account monitoring and reporting, communications, project management, overall customer engagement, economic and value estimation, etc.
• Define and drive key customer services initiatives such as customer scorecard and customer satisfaction surveys.
• Familiar with ISO certification and audit remediation.
• Build and evaluate financial models for cost estimation, margins, and productivity for our new service offerings.
• Manage and negotiate the relationships with Array’s third-party sub-contractors
• Establish and maintain robust two-way communication and collaboration with internal and external stakeholders.
• Other duties as assigned.

Qualifications:

• Bachelor’s degree or higher in any of the following disciplines: Computer Science, Engineering, Management Information Systems, and/or equivalent work experience.
• 10 years of experience in business operations, consulting, customer success, strategy, or an operational role where you worked closely with cross functional teams including Customer Services, Sales, Products, Operations, or Engineering.
• Strong interpersonal and leadership skills with the ability to work collaboratively with and coordinate multiple teams.
• Excellent verbal and written communication and presentation skills, and experience in delivering effective presentations to senior executives.
• Highest level of integrity and good judgment with the ability to effectively deal with highly sensitive, confidential information.

At Array Tech, Inc., we strive to lead with our culture, and believe that our people are a key enabler of our future state. Our total rewards philosophy supports Array’s ability to attract, develop, and retain our employees. We offer competitive compensation, benefits and wellness programs that align with the local markets where we do business. 

Array Tech, Inc. offers equal employment opportunity without regard to race, color, gender, age, creed, sex, religion, national origin, disability (physical or mental), marital status, citizenship, ancestry, sexual orientation, gender identity, and gender expression, or any other legally protected status.