Title: Associate Director of Operations
The Impact You Will Have: Liberty Home Guard is the country's fastest growing and best-rated home warranty company provider. We are seeking an experienced and dynamic Associate Director ofOperations to oversee and optimize the operational efficiency of our extensive OperationsDepartment, which spans across overseeing staff in two countries, three cities, and encompasses eight specialized departments. The Operations Department consists of over 150 dedicated professionals committed to delivering exceptional service in the home warranty industry. The ideal candidate for this role will have a strong background in operations management, a strategic mindset, exceptional leadership abilities, and a passion for delivering a high-quality service for our customers. This position reports directly to the Director of Operations and will work closely with the Executive Team.
Responsibilities: ● Develop and implement operational protocols, procedures, and strategic plans to enhance efficiency, compliance, and service quality.● Lead efforts to enhance workflows, minimize costs, and boost productivity while maintaining service quality.● Ensure adherence to established quality standards and compliance requirements, continuously monitoring and refining operational processes to maintain excellence in service delivery.
● Prioritize an open-minded approach to integrate innovative technologies and processes, collaborating with internal teams to drive operational advancements.
● Create Business Requirement Documents (BRDs) to communicate Customer relationship management (CRM) technology requirements to the software development team.
● Collaborate closely with the development team to translate operational needs into enhancements for proprietary software, aiming to increase operational efficiency and effectiveness.
● Lead, mentor, and manage a team of operations professionals, fostering a culture of collaboration, accountability, and continuous improvement.
● Establish and maintain KPIs and metrics to track operational performance, analyze data, and generate actionable insights for improvement.
● Translate complex operational data into actionable insights for informed decision-making across the organization. Present findings through detailed reports, presentations, and other suitable formats.
● Work closely with external partners to ensure smooth service delivery and nurture strong relationships supporting business objectives. Champion a customer-centric approach, working closely with customer service teams to address concerns, implement improvements, and enhance overall customer satisfaction.
● Demonstrate commitment to staying updated with industry trends, customer solutions, and technological advancements in the home warranty sector. Proactively seek opportunities for professional development and training to remain at the forefront of industry best practices.
● Identify potential risks in operations and develop mitigation strategies to minimize operational disruptions and ensure business continuity.
Requirements: ● Bachelor's degree in Business Administration, Operations Management, or related field, or equivalent level of experience.● Strong leadership skills with at least 1+ years of experience of successfully leading and developing high-performing teams.● Familiarity with Power BI for proficient data analysis and reporting purposes is highly advantageous.● Prior experience in a call center environment is preferred.● Prior experience with AWS's Amazon Connect is highly desirable.● Proven track record of continuous learning and adaptability, displaying enthusiasm for professional growth within the organization.● Exceptional verbal and written communication skills, enabling effective collaboration across multidisciplinary teams, clear articulation of complex ideas, and the ability to engage with stakeholders at various levels of the organization.
● Proven ability to adapt to changing environments and embrace innovation. Keen interest in exploring new methodologies, tools, and solutions to streamline operations and meet evolving customer needs effectively.
● Strong analytical capabilities to interpret data, generate actionable insights, and make data-driven decisions that positively impact operational efficiency and service delivery.
Travel Requirements: This role requires frequent domestic and international travel to oversee operational functions, collaborate with teams, and drive strategic initiatives to enhance service delivery and operational efficiency. Travel commitments may range from 1 to 3 weeks at a time and encompass engagements with partners, vendors, and stakeholders. This includes attending conferences, industry events, and meetings for relationship-building and exploring collaborative opportunities. The ideal candidate should demonstrate adaptability to varying travel durations, possess strong interpersonal skills for international collaboration, and remain flexible to align with business needs.
Internal Candidates:
Current employees interested in applying for this position are encouraged to submit their application directly by emailing [email protected] with their updated resume. Please use “Internal Application: Associate Director of Operations” as the subject line in your email.
We value the talent within our organization and welcome internal candidates who aspire to take on this challenging and rewarding opportunity within our company. All internal applications will be given due consideration and evaluated against the same criteria as external candidates.
Job Type: Full-time
Pay: $70,000.00 - $90,000.00 per year
Benefits:
Work Location: In person
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