Director of IT Service Operations
Union, NJ

We are seeking candidates for a hybrid, employee role for our Cloud IP Telephony client who is looking to add a Director of Operations to their team based out of their Union, New Jersey. Thee team operates a hybrid work force both in the US and overseas, and this crucial leadership role will manage the team and restructure their internal operations and workflow to facilitate the achievement of the CEO’s vision for growth.

The Director of Operations will oversee company operations including engineering, provision, service, as well as the billing and accounting functions of the organization. They will manage people, performance and activities in a 24/7 service operation to increase efficiency so that the business can scale.

Position Responsibilities

• Participate with the leadership team to develop strategy and execute the plan with the President.
• Lead and manage the engineering, provisioning, and support team to meet company performance metrics and goals.
• Lead daily huddles to keep the company rhythm and pulse.
• Ensure the successful recruitment, training, and management of employees in the development of a high-performance, engaged workforce.
• Participate in new product development from design through launch phases
• Run EOS management system including L10 meeting structure, 1:1s, and quarterly 5-5-5 reviews.
• Help design company training and development (T&D) plans for new and existing team members in a “remote onboarding” environment.
• Design, implement and execute service delivery processes and procedures, as well as create strategies to enhance their effectiveness.
• Maintain existing project management process, oversee the development of project plans and ensure seamless coordination of project implementation so that projects are completed on time, within budget, and meet all objectives.
• Coordinate with Project Coordinator and Service Team Lead to direct the purchasing of materials and supplies to maintain proper inventory levels.
• Work with sales & operations team members to develop excellent customer onboarding experience and manage installation timeframe according to customer needs.
• Establish KPI’s for multiple areas to measure success and accountability. (e.g. metrics for installation of systems and/or response times for problem resolution, accounts receivable aging, project profitability, etc)
• Help develop company and individual Rocks (goals) for ongoing continuous improvement.
• Proactive communication across all levels of the organization to ensure team is on track to meet project goals and overall company goals.

Qualifications

• 5+ years’ experience managing operations in an B2B environment (Telecom, VoIP solutions, UCaaS, CCaaS, Hosted PBX)
• 5+ years’ experience with leading and managing a team of direct reports with ability to roll up your sleeves and do the work while we’re growing.
• Demonstrated experience in helping a company scale from $5M to $10M under 3 years.
• Experience developing KPI’s, operational metrics and measuring success against financial metrics.
• Successful creation and management of operational budgets consistent with company goals.
• Experience overseeing the creating and development of new hire/on-going training programs for team members.
• Track record of maintaining high levels of client retention based upon operational performance and service.
• Detail oriented, practical, able to use data to analyze, monitor, and measure results.
• Forward thinking, excellent communicator, persuasive problem solver and continuous learner.
• Additional technology, telecommunications, PMO certifications and/or related training.
• Ability to keep pace with a growth-oriented customer-centric company.
• Must love to grow and win.