Director of Operations

Director of Operations – Service Delivery

El Paso, Texas

SPS is seeking a dynamic and results-oriented Director of Operations to lead service delivery operations within a fast-paced, technical, and project driven environment. This leader will be responsible for driving operational excellence across people, process, technology, and performance while ensuring exceptional service delivery for our clients.

This is an outstanding opportunity for an experienced operations leader who thrives on building high-performing teams, improving processes, leveraging data to drive decisions, and delivering measurable business results.

Come join the SPS Team in El Paso, Texas!

What You'll Do:

As Director of Operations, you will:

• Lead end-to-end service delivery operations, ensuring safe, efficient, and high-quality execution.
• Drive performance across productivity, quality, service levels, turnaround times, labor utilization, and cost management.
• Develop workforce strategies including staffing, scheduling, forecasting, capacity planning, and productivity optimization.
• Build a culture of accountability, engagement, coaching, and continuous development.
• Lead Lean and continuous improvement initiatives to improve operational performance and customer outcomes.
• Utilize data, analytics, and performance metrics to identify trends, solve problems, and drive informed business decisions.
• Partner with cross-functional teams including Client Services, Technology, Quality, HR, and Finance to optimize workflows and improve service delivery.
• Lead change management efforts related to technology implementation, automation, process redesign, and organizational growth.
• Develop operational dashboards and KPI reporting to ensure visibility, accountability, and continuous improvement.
• Mentor and develop management teams while building leadership capability across the organization.

What We're Looking For:

• Bachelor's degree in business, technology or a related discipline, or equivalent experience within the digital document services business.
• 8 years of progressive operations leadership experience in service delivery, business process outsourcing, logistics, document processing, managed services, technical services, or similar project driven environments.
• Demonstrated success leading workforce planning, labor optimization, forecasting, and scheduling functions.
• Strong knowledge of Lean, Continuous Improvement, Kaizen, Root Cause Analysis, and operational excellence methodologies.
• Proven ability to leverage data, metrics, and analytics to improve operational performance.
• Experience leading managers and large teams in high-volume environments with demanding service level expectations.
• Strong business and financial acumen, including budgeting, cost management, and resource planning.
• Exceptional leadership, communication, and stakeholder management skills.

Preferred Qualifications:

• Lean Six Sigma certification or formal continuous improvement training.
• Experience implementing automation, workflow technologies, or process improvement initiatives.
• Multi-site leadership experience.
• Experience working within client-facing service delivery environments.

What We Offer:

• Career Growth: An opportunity to enter a job that allows you to learn new skills or use a variety of them that may lead you to uncover other career opportunities!
• Learning & Development: At SPS, we promote a work culture of learning so that you can develop to be the best at what you do!
• We Recognize Talent: We offer a variety of recognition programs for all levels of employees!
• Benefit Offerings: Medical, Dental, Vision, HCFSA, DCFSA, HSA, Commuter Transit and Parking, Supplemental Life Insurance, Accident Insurance, Critical Illness, Hospital Indemnity, Legal Program, Identify Theft Protection, Pet Discounts, Pet Insurance, Group Home and Auto Insurance, EAP, Short Term Disability, Life Insurance, Education Discounts, 401k w/ matching, Entertainment Discounts, & Paid Time Off.
• Note: Please inquire with the Human Resources team for benefit offerings per role as regular positions that routinely are under 30 hours/week may have a different benefit offering.

About SPS

SPS is an award-winning employer of choice offering outsourcing solutions that leverage Intelligent Automation (Artificial Intelligence & Robotic Process Automation) in more than 22 countries across the globe. In North America, our services include Mailroom Management (both physical and digital), Office Services such as Reception, Lobby Concierge and Conference Room Management in addition to Document Processing Services utilizing leading edge technologies. Our clients today are companies in sectors such as banking, insurance, legal, higher education, advertising and other professional services, including many Fortune 500 companies. SPS is committed to delivering high caliber outsourcing experience to our clients and offering our employees challenging and exciting career opportunities throughout the North America region and globally. SPS is committed to investing in the professional development of our employees and offers competitive comprehensive benefits and diverse development training programs that lead to building careers.

At SPS we embrace the uniqueness of our employees and are committed to the fair and equal treatment of all people, applicants, and employees by promoting a culture of access, inclusion, equity and diversity.

SPS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual and reproductive health choices, national origin, age, disability, genetics, military status, gender identity or expression, sexual orientation and/or any other status protected by applicable law.