Director of Service Operations

3 weeks ago

Selkirk, Manitoba, Canada The Goddard School of Sugar Hill, GA Full time

We are seeking a highly skilled and experienced professional to lead our Service Centre team at The Goddard School of Sugar Hill, GA.

The successful candidate will play a critical role in ensuring exceptional service across all channels, driving a can-do culture, and implementing innovative solutions to optimize efficiency and effectiveness in our growing Service Centre.

**Key Responsibilities:**

• Lead and develop the Service Centre team, implementing a strong structure to support all functions and building good teamwork across the roles.

• Manage inbound/outbound contact, resource planning, compliance to processes, and verification of tasks.

• Ensure high standards across customer journeys and operational KPIs.

• Understand the requirements of each of our complex clients and create energetic, empowered teams to deliver.

• Collaborate with stakeholders to enhance service delivery.

• Build confident relationships with clients to adeptly manage escalations and complaints.

• Manage risks and budgets, ensuring compliance to our forecast and SLAs.

• Report results weekly with action plans for improvement where needed.

**Requirements:**

• Preferred: Higher Education.

• Ideally, candidates will already have 3 years management experience at a senior level within a similar role.

• Strong results-driven performance in previous roles.

• Adds value to the team – balancing tasks and people, being inclusive, getting people involved by understanding each person's strengths, friendly and approachable, a real team builder – creation of common goals, motivator, recognised as the leader.

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