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Position:
Sr. Director, Service Operations
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Location:
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21000 Ashburn Crossing Drive
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Suite 100
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Ashburn, VA
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Job Id:
572
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# of Openings:
1
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Title: Sr. Director, Service Operations
Location: Ashburn, VA
POSITION SUMMARY
: The Sr. Director, Service Operations manages all activities related to operations and development of company service operations by performing the following duties personally or through subordinate supervisors.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
To perform this job successfully, an individual must be able to perform the following satisfactorily; other duties may be assigned. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
- Lead and direct Service Operations team in the delivery of high quality, efficient and effective service solutions across CPG service portfolio.
- Ensures all established costs, quality, and delivery commitments are met.
- Balance resources and requirements to deliver optimal combination of gross profit and customer satisfaction.
- Reviews service and operating reports and directs the resolution of operational and service maintenance problems to ensure minimum costs and prevention of customer impacting delays.
- Work to identify strategies for automating and streamlining processes and functions
- Direct and oversee all aspects of customer support policies, objectives, and initiatives.
- Drive a customer-centric culture that provides high quality support and services through the end-to-end client journey while actively developing staff
- Reinforce criticality of safety in all aspects of operations. Promote healthy safety culture and adherence to policies and practices throughout the team
- Ensure that the company continues to create scalable solutions for and with our clients.
- Work in conjunction with direct reports to recruit and develop a balanced, high performing team, both in terms of functional leadership as well as technician skills
- Ensures all assigned employees receive training and are aware of and comply with company, government, and customer policies, procedures, and regulations.
- Support solution coordination with Sales, Engineering, Estimating and other functional areas as needed, including site walks, solution/estimate development, solution development, issue resolution, etc.
- Provides input and guidance to the development of overall budget and process plan, including personnel requirements, training requirements, material needs, subcontract requirements, facility needs, and tooling and equipment needs.
- Ensure departmental expense performance and policies are managed effectively
- Leverage KPIs (i.e., utilization, job profitability) to manage resource allocations against budget
- Monitor and manage warehouse facilities, equipment, tools and supplies including fleet, uniforms, special equipment, technician tools, etc. needed for safe and effective work
- Determines responsibilities of assigned organization and staff positions to accomplish business objectives.
QUALIFICATIONS
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To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Education/Experience:
- At least 8 years' experience in similar industry.
- Strong commitment to safety and creating positive, constructive and transparent culture
- Ability to train, model and coach around best practices, field and/or technical experience preferred.
- Ability to work collaboratively with colleagues and staff to create a high-quality results-driven, team-oriented environment.
- Experience delivering frontline customer service and ability to diffuse issues and create on-going opportunities
Computer Skills:
- Microsoft Office Suite, Email
Supervisory Responsibilities:
- Proven experience in leading and growing teams in high-growth organizations.
- Demonstrable success leading Support and Services teams in a XXXX environment; delivering against a set of KPIs
- Directly supervises 5 or more employees.
- Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
- Prolonged periods of sitting at a desk or working on a computer. Must be able to lift up to 15 pounds at a time. May be required to walk around facility.
The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.
CPG is an equal opportunity employer. We will consider all employment applicants without attention to age, race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.
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Pay Range: $152,451 - $228,623 per year
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Apply for this Position
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CPG
May 02, 2025