Director of Service Operations

Job Title: Director of Service Operations

Location: Irvine, CA (Hybrid - 3 days onsite, 2 days remote)

Employment Type: Direct Hire, Full-Time, Exempt

Pay: $150k-$185k Annual bonus

About the Role

We are seeking a dynamic Director of Service Operations to lead and optimize our North American service organization. This senior-level position will oversee multiple centralized service functions, including Training & Technical Support, Service Desk, Service Administration, and Continuous Improvement. Reporting to the Vice President of Service, you will set the strategic direction, drive operational excellence, and ensure superior customer experiences across all service touchpoints.

This role is ideal for a seasoned leader from an organization where servicing, installing, or maintaining complex equipment for clients was a core responsibility. You will play a critical role in aligning operational strategies with global objectives, improving efficiency, and delivering measurable business impact.

What You'll Do

• Strategic Leadership: Define and execute long-term plans for each department, ensuring alignment with organizational goals and customer experience priorities.
• Operational Oversight: Manage day-to-day operations, enforce SOPs, optimize workflows, and ensure effective resource allocation across all service functions.
• Team Development: Lead and mentor managers, supervisors, and frontline staff. Drive engagement through coaching, performance reviews, and professional development initiatives.
• Performance Management: Establish and monitor KPIs such as AHT, NPS, resolution rates, and training metrics. Use data-driven insights to identify trends and implement improvements.
• Customer Experience: Foster a customer-first culture. Handle escalated issues, implement best practices for service interactions, and leverage feedback to enhance loyalty.
• Technology Optimization: Evaluate and enhance systems like Salesforce, SAP, and other service tools to improve efficiency and productivity.
• Budget Accountability: Develop and manage departmental budgets, forecast staffing needs, and implement cost-control measures.
• Compliance & Quality: Ensure adherence to company policies, legal standards, and quality benchmarks across all service operations.
  
  

What We're Looking For

• Proven ability to lead service operations at a director or VP level in a fast-paced, global environment.
• Experience managing teams responsible for servicing, installing, or maintaining equipment for clients.
• Strong analytical and strategic thinking skills with a track record of translating vision into actionable plans.
• Expertise in employee development and engagement strategies.
• Familiarity with modern service technologies and learning management systems.
• Exceptional communication and relationship-building skills across all organizational levels and client facing environments.
  
  

Qualifications

• Bachelor's degree required; Master's preferred in a related field.
• 10 years in service operations, with at least 5 years in a Director role managing distributed teams.
• Proficiency in LMS platforms and other training tools.
• Ability to analyze performance metrics and implement data-driven improvements.
• Certifications in training or service management are a plus.
• Must come from companies that service machines (foodservice equipment, HVAC, medical devices, etc.)
  

Desired Skills and Experience

Service Operations Leadership
Strategic Planning & Execution
Cross-Functional Leadership
Change Management
Organizational Development
Customer Experience (CX) Strategy
Customer Satisfaction Improvement
Escalation Management
Service Quality Assurance
Continuous Improvement
Process Optimization
Standard Operating Procedures (SOPs)
KPI Development & Analysis
Performance Management
Salesforce
SAP
Qlik
iGrow
Learning Management Systems (LMS)
Technical Support Operations
Service Desk Management
Data-Driven Decision Making
KPI Tracking & Reporting
Root Cause Analysis
Workforce Optimization
Forecasting & Capacity Planning
Learning & Development Strategy
Training Program Management
Team Coaching & Mentoring
Facilitation (Virtual & In-Person)
Budget Management (FTE & Operations)
Resource Allocation
Cost Control
Vendor & Partner Management
Relationship Building
Communication & Presentation
Problem-Solving
Critical Thinking
Employee Engagement
Led multi-department service operations including Training, Technical Support, Service Desk, and Service Administration.
Directed strategic initiatives to improve customer experience, operational efficiency, and service quality.
Implemented data-driven performance improvement programs using KPIs such as AHT, NPS, invoice processing accuracy, and first-time resolution rates.
Managed hybrid on-site/remote teams across North America.
Oversaw technology optimization projects involving Salesforce, SAP, Qlik, and LMS platforms.
Developed and managed FTE and operational budgets with a focus on ROI and cost control.
Championed continuous improvement initiatives in alignment with global corporate strategy.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county, to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.