[Hiring] Senior Director, Operations @Ensono

Role Description

The Senior Director, Operations provides strategic planning and operational management for large and strategic clients, inclusive of US Sovereign based client. The role is external facing and is responsible for achieving contractual obligations to clients and to drive highest level of client satisfaction. In addition, this position will develop a customer management philosophy that ensures the highest level of customer satisfaction from their staff. They will be responsible for managing and executing projects that have enterprise-wide impact. Building strong partnerships with departments outside of their own will be critical to their success.

• Ensures operational success against pre-established KPIs and SLAs.
• Engages, directs, and develops the Operations team and staff.
• Leads continuous improvement activities in partnership with business groups and other functional areas.
• Leads the development of Operations strategy and roadmaps in alignment with the future vision and delivery standards, integrating Artificial Intelligence (AI) and Automation into day-to-day operations.
• Accountable for the targeted P&L profitability of the strategic accounts.
• Participates in strategy planning activities, bringing a current knowledge and future vision of infrastructure technology and systems.
• Develop, implement, and manage reporting of metrics and Service Level Agreements.
• Responsible for optimizing vendor relationships through contract management and relationship management.
• Work closely with all teams and business groups to manage customer satisfaction and direct investigation and remediation of service level breakdowns.

Qualifications

• Leadership Skills: Must be a credible business partner by peers, clients, and the IT leadership team.
• Management Skills: Ability to manage through their leaders and not around.
• Project Management Skills: Required to manage multiple projects at once with high quality.
• Communication Skills: Must convey technical information in a non-technical manner.
• Business Acumen: Strong analytical and process management skills.

Requirements

• Bachelor’s Degree.
• Minimum of 8-10 years of experience in an Operations Managerial role.
• Creates an environment that empowers associates to greater levels of accountability and responsibility.
• Leverages the strengths of others to meet specific business needs.
• Challenges existing paradigms without creating more resistance than support.
• Demonstrates a willingness and ability to make difficult decisions.
• Cultivates a shared vision among all stakeholders.
• Constantly evaluates what Ensono does and compares it to the best way and the right way.
• Must be US Citizen.

Benefits

• Unlimited Paid Days Off.
• Three health plan options.
• 401k with company match.
• Eligibility for dental, vision, short and long-term disability, life and AD&D coverage, and flexible spending accounts.
• Family Forming Benefit including fertility coverage and adoption/surrogacy reimbursement.
• Paid childbearing and paternal leave.
• Education Reimbursement, Student Loan Assistance or 529 College Funding.
• Sabbatical leave.
• Wellness program.
• Flexible work schedule.