Sr. Director of Service Operations

Position Summary

This Sr. Director position is responsible for leading the operational delivery of compliance solutions for the Driver and Employee service lines within Managed Services, ensuring processes are delivered on-time, with quality, within productivity objectives, and in line with client expectations. There are three direct reports and 200 indirect reports (including the JJ Keller offshore Center of Excellence) that the role is responsible for leading. Continuous improvement will be a key focus for this position ensuring back-office systems and processes support growth, while governance over service deliverables is maintained. This Service Operations team will be expected to partner with the Client Service team to ensure that best-in-class service and proactive account management is maintained.

As a Sr. Director, this position must operate at a strategic level, focusing on revenue growth, service innovation, scalability, efficiency, and adapting the competitive landscape while providing expected profitability to Managed Services.

This role will require you to work onsite at our corporate campus in Neenah, WI. Travel is also required to client sites, regulatory seminars, trade events and global operations locations.

Job Responsibilities

• Builds and maintains a leadership culture of Operational Excellence and Continuous Improvement.
• Builds effective and timely decision-making as a core leadership capability. 
• Delivers results in line with the following key metrics/accountabilities:
  • Revenue and gross margin objectives
  • Workforce planning to forecast workload demand and determine optimum staffing models to ensure customer SLAs are met
  • Budget plan and execution
  • Associate development and retention
  • Client retention objectives
  • Effective and efficient launch of new services
  • Long-term strategies to manage individual service line profitability performance across the portfolio
• Leads, develops and coaches team:
  • Provides clear expectations, feedback and recognition
  • Participates in the hiring/selection process
  • Writes and conducts performance evaluations and progress reports
  • Handles associate relations issues 
• Manages the global workforce located in the J. J. Keller Center of Excellence-India.
• Identifies and drives process improvement initiatives to support scalability, quality, turnaround time cost leadership.
• Assists sales staff with engineering and closing complex Managed Services business, including participating in customer calls and on-site presentations, providing service-related expertise, and delivery cost estimates.
• Manages vendor relationships.
• Maintains an environment focused on providing high quality services and outstanding client service.
• Facilitates proactive account management principles, inter-service communication and business unit integration.
• Manages expenses in line with departmental budgets and corporate business conditions.
• Maintains confidentiality of client information under the FCRA, HIPAA, and other regulatory entities.　
• Adheres to the department's data security policies pertaining to Personal Identification Information.
• Carries out responsibilities in a fair, ethical, and non-discriminatory manner and ensure that staff follows these same guidelines.
• Enforces and supports all company policies and procedures. Fully support the company's commitment to safety and the environment and strives to maintain a clean, healthy, and safe workplace.

Qualifications

Education:

• Bachelor's Degree in Business related field.

Experience:

• 10+ years of experience in a service operations role within a growth-oriented organization.
• 5+ years in a senior leadership role, leading other leaders in an operational environment.
• Business process improvement experience with formal training and certification a plus (LEAN, Six Sigma, etc.)
• Client service experience desirable.
• Prior experience within the transportation industry desirable.

Other Skills/Qualifications:

• Ability to develop and implement growth strategies.
• Strong verbal and written communication skills.
• Strong business knowledge and principles.
• Ability to work and collaborate with a variety of departments and cross-functional teams.

Physical Requirements

Work is performed primarily in a standard office environment. Work involves operation of personal computer equipment for extended periods of time. Occasional travel to customer sites and/or industry and training events may also be required, depending on assignment.

J. J. Keller Benefits

• Annual Reviews and Merit Increases
• Top Management Discretionary Bonus Program
• Medical / Dental / Vision Insurance
• Retirement Programs: Annual Profit-Sharing and 401(k) with Employer Match
• Paid Time Off (PTO) + 9 Paid Company Holidays

About Our Neenah Headquarters

There's a lot to love about our home office in Neenah, Wisconsin, including:

• Jean-friendly environment, every day of the week!
• Café that offers breakfast, lunch and multiple a la carte items
• FREE access to our onsite Fitness Center, Yoga Studio and a fully paid online Fitness Subscription
• FREE access to our J. J. Keller Wellness Center, with access to some prescriptions at no cost
• Near 1-mile-long walking trail that wraps around the campus
• Multiple collaboration stations

Want to check it out yourself? Follow this link https://www.jjkeller.com/learn/campus#0 and click ' See inside our Vinland Facility'.