Services Operations Director
Strategic Products and Services - New Jersey

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The Services Operations Director will lead the teams accountable for customer on-boarding, service process and documentation, regional implementation support, and internal corporate projects.

Responsibilities:

Support the achievement of SPS TotalCare sales goals by performing the following duties:
  • Simplify key processes in order to improve customer satisfaction and reduce costs.
  • Manage services support processes through the receipt of signed contracts, setting up entitlements within the service management application, and leading the on boarding process through to hand-off to the technical delivery team.
  • Interface with key internal suppliers and customers to ensure strong process capability.
  • Work with service desk application administrator to ensure the solution it meets the needs of the on-boarding and regional services teams.
  • Publish and analyze results, suggest actions for continuous improvement.
  • Develop and maintain process documentation for Support and Managed Services including Carrier Services.
  • Work with regional service delivery leaders to ensure employees get the tools, training and process knowledge to perform their jobs now and in the future.
  • Identify tools and processes for internal project managers supporting large account on-boarding, new product introduction and other internal projects.
  • Implement HR, compensation and performance growth plans, tools, processes for direct reporting teams

Other: Miscellaneous duties as assigned.

Qualifications:

Education:

• Bachelor’s Degree in a related field or equivalent experience.

Work experience:

• 3-5 years experience in Telecommunications, Unified Communications, Video, Contact Center, Systems Integrator or Managed Services business.

• 3-5 years of operations, process redesign, communications or financial analyst roles

• Experience with CRM or ERP reporting

Technical Competencies:

• Superior knowledge of sales processes and the tactics and processes the improve efficiency and effectiveness including:

- Ability to learn a wide variety of hardware/software tools and technologies

- Computer literacy; Proficiency in all MS Office applications. Advanced Excel skills

- Understanding of CRM packages and reporting

- Business acumen: knowledge of P/L, breakeven, and ROI.

- Good mathematical skills.

- Process design/redesign skills

- Cross functional partnering, aligning teams, working through others

Personal Competencies:

• Ability to work independently and meet deadlines with minimum supervision.

• Strong organizational skills.

• Experience leading and managing a team

• Demonstrated experience working in a cross-functional environment

• Ability to work in a fast-paced, customer-service oriented environment.

• Outstanding interpersonal and communication skills (verbal and written), as demonstrated through professional and personal achievements

• Intellectual curiosity and the desire to constantly keep up with new aspects of the business.

Work Environment:

• Work is performed in an office setting with occasional travel required.

Strategic Products and Services - 6 months ago - save job - block
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About this company
Established in 1988, Strategic Products and Services (SPS) is one of Avaya's largest authorized Business Partners and a leading provider of...