[Hiring] Director of Operations @Nearmap

Role Description

The Director of Operations is responsible for actively leading the design, standardization, quality, efficiency, innovation, and improvement of robust operations processes, the equipment, technology, systems, tools, and training that support them, and the quality of the resulting product and service outcomes for customers. As a key member of the leadership team, they play a crucial role in maintaining Nearmap's reputation for excellence in our industry.

• Drive daily performance of operations teams to exceed service and quality levels (SLAs) while operating within budget framework.
• Ensure customer services are delivered on schedule, within scope, and in compliance with all quality and service level standards.
• Establish and maintain Quality Control/Quality Assurance programs that exceed customer requirements.
• Develop, document, and control procedures, processes, standards, and training for operations-related activities in coordination with functional area subject matter experts.
• Design and implement standard workflows, processes, continuous improvement initiatives, and training programs.
• Foster an employee engagement culture that aligns, enables, and empowers teams to increase quality, customer satisfaction, safety, productivity, and innovation.
• Collaborate with Product, Sales, and Technology teams on new and improved services, including user requirements definition and user acceptance testing.
• Lead and coordinate incident response teams to ensure countermeasures are in place to meet Service Level Agreements while defect or deficiency resolutions are in progress.
• Prepare monthly and quarterly operational performance reports and projections; develop key performance indicators and metrics.
• Monitor customer contracts and relevant industry information to ensure compliance with customer requirements, applicable laws, regulations, and policies.
• Contribute to the development, formulation, and execution of operations budget, strategy, initiatives, project planning, policies, programs, and objectives.
• Oversee management of and relationships with partners and vendors involved in service delivery requirements.
• Manage capital budget and approve expenditures related to maintaining services and processes, including oversight of major projects.
• Lead and support Disaster Recovery and Business Continuity planning for the Operations Group.
• Oversee requirements related to depositions and subpoenas.

Qualifications

• Bachelor’s Degree or an equivalent combination of industry related experience and education.
• At least seven (7) years of management experience in a production-based environment.
• Hands-on experience with evolving processes in a continuous improvement environment.
• Proven experience of Quality Control, Quality Assurance, and/or Statistical analysis.
• Proven ability to mobilize and lead work teams to implement initiatives and projects.
• Project management, organization, scheduling, and coordination skills.
• Strong collaborative and interpersonal skills.
• Effective analytical and problem-solving skills.
• Excellent written, verbal, and presentation communication skills.
• Strong working knowledge of all applications of Microsoft Office.

Requirements

• Experience working within an Agile or similar environment.
• Certification in continuous improvement, project management, or quality assurance.
• Expertise in one or more Nearmap product industries, property insurance, and/or managed repair.
• Salesforce Experience.

Benefits

• 4 extra "YOU" days off each year—take a break, no questions asked!
• Company-sponsored volunteering days to give back.
• Generous parental leave policies for growing families.
• Work from Overseas Policy - explore the world in the approved list of cities while you work!
• Discounted Private Health Insurance plans.
• A Nearmap subscription (naturally!).