Title
Director, Operations and Services
Overview of Position
The Director, Operations & Service reports to a Global Housing VP. Director,
Operations & Service provides strategic and operational leadership assigned.
business, client, product, program, or process areas. Operating at an elevated level
of independence, the role establishes priorities, builds stakeholder alignment,
evaluates business needs, leads change, and drives measurable improvements.
in performance, service, quality, cost, risk, and customer outcomes. The position
works across functions and locations to implement, manage, control, and
continuously improve assigned operations and services.
What will be my duties and responsibilities in this job?
Strategic and operational leadership for assigned businesses, clients,
product, program, service, or process areas - 70%
Monitor operational performance, service levels, contractual commitments, expense-plan adherence, and progress against goals; identify gaps and establish accountable corrective-action plans that deliver measurable and sustained business outcomes.
Lead or support applicable intake, evaluation, prioritization, governance, and change-management processes that enable informed decisions, effective implementation, and realization of expected business benefits.
Assess operational and business process capability, demand, service levels, risks, dependencies, and trends through metrics, dashboards, and other decision-support tools.
Set clear expectations, coach and develop team members, manage performance, and recognize contributions that support sustainable results.
Drive focused improvement for the assigned client/product/process – i.e., cost/quality/time/innovation.
Monitoring emerging business, client, customer, operational, and industry needs to anticipate impacts, risks, and opportunities within assigned areas.
Provide timely communication to key stakeholders and senior leaders regarding performance, priorities, risks, escalations, decisions, and commitments.
Lead assigned deliverables and changes through planning, implementation, adoption, and measurement of results.
Recognition/celebration for process results.
Initiative-taking identification, recommendation, and implementation of Best Practices based on data, with opportunities for common practices across clients.
Cross-functional alignment and stakeholder influence – 30%
Builds alignment among VPs, Directors, operational leaders, Product,
Finance, Technology, Quality, Customer Care, Processing, Training, Carrier,
Data and Reporting, Legal, Account Management, People Organization, and
PMO to support informed decisions, effective adoption, and sustainable business outcomes.
The role will lead six Analysts and drive cross-functional execution. Partners with VPs, Directors, and leaders across the organization, including operations, finance, technology, quality, training, Sales, and Account
Management, Legal, etc. to turn client needs in an actionable direction and drive the execution of operational changes.
The role will manage change within the assigned client/product/process area and improvements to the process.
This role will lead through influence across the organization as it relates to driving operational performance and objectives.
What are the requirements needed for this position?
Bachelor’s degree or equivalent experience with overseeing
operations teams
Minimum of 5-7 years of leadership and supervisory experience
10 years of business/operations experience
Proven ability to drive quantifiable business results.
Proven results are associated with leading and driving change.
Knowledge and Skills
Strong interpersonal and communication skills, demonstrated through experience and results.
Proven ability to manage diverse elements of complex projects/processes for people, tasks, communication, change, etc. to drive optimal outcomes and results.
Strong project management and multi-tasking
Proven strategic thinking/planning abilities – can see and…