Executive Vice President of Service Operations
Navia Mexico
This job is no longer accepting applications
See open jobs at Navia Mexico.See open jobs similar to "Executive Vice President of Service Operations" TA Associates.Operations
Renton, WA, USA · Renton, WA, USA · Washington, USA
Posted on Aug 22, 2024
Position Summary
The Executive Vice President (EVP) of Service Operations will lead and oversee the strategic and operational activities of our service operations. This role requires a dynamic and experienced leader with a proven track record in managing large-scale service operations, driving customer satisfaction, and achieving operational excellence, efficiency and scale.
Essential Functions
The Executive Vice President (EVP) of Service Operations will lead and oversee the strategic and operational activities of our service operations. This role requires a dynamic and experienced leader with a proven track record in managing large-scale service operations, driving customer satisfaction, and achieving operational excellence, efficiency and scale.
Essential Functions
- Leadership and Strategy:
- Develop and implement the strategic vision for the service operations division.
- Provide leadership and direction to ensure the efficient and effective delivery of services.
- Align service operations with the company’s overall business objectives and goals.
- Operational Excellence:
- Oversee day-to-day operations to ensure high standards of service delivery and customer satisfaction.
- Implement best practices and continuous improvement initiatives to enhance service quality and efficiency.
- Monitor and analyze key performance indicators (KPIs) to drive performance improvements and client satisfaction.
- Mitigate data breaches through extensive training and implementing HIPAA/data integrity strategies.
- Customer Experience:
- Work cross-functionally within Navia to develop and implement strategies to enhance the customer experience with:
- Navia phones
- Navia emails
- Navia application/portals
- Claims experience
- Address customer issues and complaints promptly and effectively within Navia targets/SLA’s.
- Foster a customer-centric culture within the service operations team.
- Work cross-functionally within Navia to develop and implement strategies to enhance the customer experience with:
- Financial Management:
- Manage the annual budget for the service operations division with a heavy focus on headcount and overtime expenses.
- Optimize resource allocation and cost management to achieve financial targets.
- Team Development:
- Lead, mentor, and develop a high-performing service operations team.
- Promote a culture of accountability, collaboration, and continuous learning.
- Identify and address training and development needs within the team.
- Stakeholder Engagement:
- Collaborate with other executives and departments to ensure alignment and support for service operations initiatives.
- Build and maintain strong relationships with key stakeholders, including customers, partners, and suppliers.
- Represent the service operations division at executive meetings and external events.
- Bachelor’s degree in Business Administration, Operations Management, or a related field (MBA preferred).
- Proven experience in a senior leadership role within service operations, preferably in tech or business services industries.
- Experience in successfully managing KPIs to drive service excellence.
- Strong strategic thinking and problem-solving skills.
- Ability to work across teams to meet organizational objectives.
- Financial acumen and experience managing budgets.
This job is no longer accepting applications
See open jobs at Navia Mexico.See open jobs similar to "Executive Vice President of Service Operations" TA Associates.