What are the responsibilities and job description for the Director of Customer Ownership Operations position at RF Technologies?
Location: Brookfield, WI
About Us
RF Technologies, established in 1987, is a leading provider of comprehensive, integrated RFID safety and security systems, Wi-Fi RTLS systems, and healthcare enterprise solutions. With an installed base of more than 10,000 systems, RF Technologies specializes in state-of-the-art healthcare solutions for long-term care facilities and hospitals, including Code Alert® Wandering Management, Wireless Nurse Call, Fall Management Solutions, Safe Place® ED and Infant Security Solutions, and Help Alert® Staff Duress Systems. The Company is credited with inventing the first RFID infant security system, designed and developed by nurse clinicians. It was the first in the industry to invent peer-to-peer Wi-Fi RTLS, and to offer remote monitoring, RF consulting, and 24X7 technical support by RF Technologies' staff specialists and a nationwide service management team. We believe in fostering a culture of innovation, teamwork, and customer-centricity. Our mission is to ensure every customer has a positive experience while interacting with our brand.
Job Summary
We are seeking an experienced and dynamic Director of Customer Ownership Operations to lead our customer experience teams and enhance our operational performance. This role is pivotal in ensuring that our services are delivered efficiently, meeting both client expectations and organizational goals. The Director of Customer Ownership Operations will have a strategic mindset, strong leadership skills, and a commitment to excellence in service operations.
Key Responsibilities
Leadership and Strategy:
JOB CODE: 1000028
About Us
RF Technologies, established in 1987, is a leading provider of comprehensive, integrated RFID safety and security systems, Wi-Fi RTLS systems, and healthcare enterprise solutions. With an installed base of more than 10,000 systems, RF Technologies specializes in state-of-the-art healthcare solutions for long-term care facilities and hospitals, including Code Alert® Wandering Management, Wireless Nurse Call, Fall Management Solutions, Safe Place® ED and Infant Security Solutions, and Help Alert® Staff Duress Systems. The Company is credited with inventing the first RFID infant security system, designed and developed by nurse clinicians. It was the first in the industry to invent peer-to-peer Wi-Fi RTLS, and to offer remote monitoring, RF consulting, and 24X7 technical support by RF Technologies' staff specialists and a nationwide service management team. We believe in fostering a culture of innovation, teamwork, and customer-centricity. Our mission is to ensure every customer has a positive experience while interacting with our brand.
Job Summary
We are seeking an experienced and dynamic Director of Customer Ownership Operations to lead our customer experience teams and enhance our operational performance. This role is pivotal in ensuring that our services are delivered efficiently, meeting both client expectations and organizational goals. The Director of Customer Ownership Operations will have a strategic mindset, strong leadership skills, and a commitment to excellence in service operations.
Key Responsibilities
Leadership and Strategy:
- Develop and execute an operational strategy that aligns with the company's overall business goals.
- Lead, mentor, and manage a team of service operations professionals, fostering a culture of continuous improvement and high performance.
- Analyze and enhance service delivery processes to improve efficiency and effectiveness.
- Implement best practices and establish standard operating procedures to ensure consistent service quality.
- Monitor key performance indicators (KPIs) and service metrics, ensuring that departmental objectives are met or exceeded.
- Prepare and present reports on service operations performance to senior leadership.
- Build and maintain strong relationships with key clients, understanding their needs and ensuring their satisfaction with service delivery.
- Collaborate with sales and marketing teams to identify opportunities for improving client experience and service offerings.
- Manage the service operations budget, ensuring cost-effective allocation of resources while maximizing productivity and service quality.
- Identify and implement cost-saving initiatives without compromising service excellence.
- Collaborate with other departments (e.g., IT, HR, Finance) to integrate services seamlessly across the organization.
- Participate in cross-functional projects to enhance service delivery capabilities.
- Recruit, train, and develop talent within the service operations team to ensure a high level of expertise and engagement.
- Promote ongoing professional development and skills enhancement among team
- Bachelor’s degree in business administration, Operations Management, or a related field; master’s degree preferred.
- 7 years of experience in service operations management, preferably in the senior living or hospital industry. Hospitality and education experience is a plus.
- Proven track record of leading teams and managing complex service delivery environments.
- Strong analytical skills with a focus on data-driven decision-making.
- Excellent communication and interpersonal skills, with the ability to build relationships at all levels of the organization.
- Proficiency in service management software and tools.
- Knowledge of industry standards and best practices in service delivery and operations.
- Results-oriented with a passion for problem-solving and driving continuous improvement.
- Competitive salary and commission structure.
- Comprehensive benefits package, including health, dental, and retirement plans.
- Opportunities for professional growth and development.
- A supportive and collaborative work environment.
JOB CODE: 1000028
