Strategic Operations Leader

Description

Job Title: Strategic Operations Leader

Role Overview: We are looking for a dynamic and visionary leader with extensive experience in the technology, customer service/support, or manufacturing sectors. This individual should demonstrate a proven track record of transforming innovative ideas into actionable strategies that drive organizational success and enhance NOC services, contact center support, project logistics, and technical field support. The ideal candidate excels in idea generation, problem-solving, operational excellence, and integrated leadership support. This role requires a strong focus on executing initiatives inter-departmentally to achieve a shared vision. If you thrive in a fast-paced environment and are passionate about turning vision into reality, we want you on our team.

Key Responsibilities:

· Vision & Problem-Solving: Transform company vision into concrete, actionable plans that align with strategic goals and drive organizational success. Identify, articulate, and resolve complex problems, roadblocks, and bottlenecks with creativity and innovation. Foster inspiration into the organization, acting as a driving force behind innovation and progress.

· Operational Excellence: Ensure the organization is running efficiently by implementing operational policies, structures, and processes that enhance productivity without compromising speed with a focus on Financial profitability of resources and teams. Ensure effective communication flows across all levels of the organization, maintaining clarity and alignment with the company's goals.

· Integrated Leadership Support: Provide strong support for the Leadership Team to drive accountability and communication across multiple ensuring successful integration of all major functions within the organization. Ensure harmonious integration and resolution of cross-functional issues, fostering seamless collaboration across departments.

· Service Delivery Operations: Create the infrastructure and process flow to ensure successful day-to-day operations of Service delivery ensuring team is supported, issues are resolved timely, and escalation paths are utilized effectively. Establish and monitor key performance metrics (KPI), holding teams accountable for meeting service dispatching SLA’s of field personnel, logistics of project deployments nationwide, and achieving targeted outcomes for NOC/Helpdesk Support. Collaborate closely with Leadership team to effectively manage personnel, ensuring alignment with the company’s strategic vision and objectives.

Key Skills & Attributes:

· Integrity and Trustworthiness: Upholds the highest standards of integrity, with a strong emphasis on trustworthiness. Has a proven track record in leading and managing teams, fostering trust, and holding others accountable.

· Analytical Problem-Solving: Strong deductive reasoning abilities, with a knack for creative problem-solving and prioritizing key areas of focus with a commitment to serving and understanding customer needs.

· Execution of Internal Operations: Experienced in execution of internal operational improvements, identification of optimization opportunities to ensure efficiency and effectiveness, and ability to develop actionable plans to support and deliver the vision.

· Communication and Interpersonal Skills: Ability to communicate complex ideas clearly, ensuring understanding across all levels of the organization. High level of optimism and resilience, capable of thriving in fast-paced environments while keeping a focus on the big picture.

· Customer-Centric Approach: A strong commitment to understanding and addressing customer needs through innovative technology solutions. Proven experience in leveraging tools and processes to enhance customer satisfaction and service quality, ensuring that every interaction adds value and fosters long-term relationships.

Qualifications:

· 10 years of practical experience leading or managing teams in technology, contact centers, or manufacturing industries

· Experience in optimizing operational processes, improving efficiency, and enhancing service delivery. Familiarity with performance metrics and KPIs.

· Willing to travel to corporate office and job locations and the ability to work on a flexible schedule

· Experience with applications such as Microsoft Office (Excel, Word, PowerPoint), PSA (Autotask or ConnectWise), HelpDesk Tools (Datto, BitWarden, PRTG, VEEAM Backups), Document Management (IT Glue)

· Related experience/understanding of networking, technical infrastructure, computer architecture, design or visualization.