Regional Director of Operations

Professional services organization continues to grow and has an excellent opportunity for an experienced operations leader to come join our team as a Regional Director of Operations in Seattle, WA!

The successful candidate will have a background in :

• Working in a high-growth environment.
• Comes from a B2B Services organization.
• Able to thrive in a metrics / project management driven organization.
• Experience having managed a client portfolio of at least $30M.
• Managing a multi-level operational organization of 400+ employees based in multiple locations.
• Client Relationship Management background interfacing with a variety of clients in various industries.

Job Description

The Regional Operations Director is a key people operations and customer relationship management role within the organization.

The Director will have operational responsibility for a defined group of client accounts, usually in multiple locations, and can expect to manage a people organization of at least 400 employees and drive a P&L of at least $30 million dollars.

The Director drives people, process & technology to ensure customer satisfaction.

Key Responsibilities Include :

• Responsible for both the operational and financial health of client outsourced accounts within a large defined geography / region(s).
• Liaison between the organization and main client contacts.
• Proactively institutes the company’s Governance Model to ensure adherence to all service level agreements, ensuring total client satisfaction.
• Manage site proformas in terms of hours, gross margin spread, profitability to growth.
• Nurtures a strong relationship with sales and other teams to help grow and move the business forward (i.e. In some cases, helps to identify new business to add-on opportunities which may include participating in RFP / sales presentations).
• Manage vendor relationships (i.e. equipment, supplies to negotiating contacts as needed)
• Participate in account reviews with subordinates and in some cases, may lead them based on the account.
• Establish and maintain accountability with on-site Managers and employees.
• Ensures the deployment of employee programs and in some cases develops customized employee engagement activities that foster a top-notch work environment.
• Engages senior leadership regarding key business decisions.
• Partners with Human Resources on employment matters such as but not limited to hiring, promotions, training & development, performance management, coach & counseling to terminations.
• Standardize policies and procedures including statistical monthly reporting and benchmarks.

Requirements

• Bachelor’s degree or 7-10+ years of related work experience.
• Regional Director hired will come from a services organization, high-touch hospitality, or enterprise workplace services business.
• Managed a multi-level people organization of at least 400 employees in multiple locations.
• Must be a strategic leader who can successfully drive results, manage change, and develop a strong group of leaders who can execute.
• Travel : Travel is frequent across North America. Must be available to travel based on business needs.
• Project Management : Any training in Six Sigma or Project Management is highly desired.
• A strong business acumen : P&L management, finance, managing budgets and working in a customer metrics driven environment.
• Excellent communication skills- natural ability to lead presentations and discussions among a variety of audiences to include executives.
• Previous experience partnering with HR / Recruiting / Training / Finance and senior leadership to ensure SLAs are met.
• Problem solving- Expertise diffusing and creating solutions to customer service matters
• Technology- Has a strong understanding of technology utilized in service areas such as but not limited to Shipping / Mail Services, Reception / Concierges, Hospitality Management and / or Records / Imaging services.
• Highly developed people skills with expertise in creating a top-tier, low attrition work environment where employees are highly engaged.

C ompetitive base salary plus a variety of benefits and an excellent opportunity to make an immediate impact within a fast-growing organization!