Director of Operations – Services Delivery

SPS; El Paso (TX); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Career Growth

Learning & Development

Recognition Programs

Extended Benefits

Job summary

SPS in El Paso, TX seeks a Director of Operations to translate strategy into disciplined execution across people, process, technology, and performance. You will lead end-to-end service delivery in a technical, labor-intensive environment, driving productivity, quality, and cost management while shaping workforce strategies.

The role requires 8+ years of operations leadership, strong Lean and data analytics, and exceptional cross-functional collaboration.

Qualifications

• Bachelor's degree in operations, business, engineering, or related field.
• 8+ years of progressive operations leadership experience in service delivery or labor-intensive settings.
• Experience leading forecasting, staffing, scheduling, and labor planning.
• Strong Lean, continuous improvement, Kaizen, standard work, visual management, and root cause problem solving.
• Data-driven performance management with dashboards.
• Experience managing managers and frontline teams in fast-paced environments.
• Strong budgeting, cost control, and resource planning.
• Excellent communication and cross-functional collaboration.
• Advanced Excel proficiency and experience with workforce management systems.

Responsibilities

• Lead end-to-end service delivery operations across a technical, labor-driven environment.
• Own operational performance including productivity, quality, and labor utilization.
• Design and manage workforce strategies: staffing, scheduling, forecasting, and shift alignment.
• Build a culture of accountability through frontline leadership and coaching.
• Drive Lean and continuous improvement using structured problem solving and daily management.
• Use data to identify trends and opportunities; present actionable insights to leadership.
• Partner with cross-functional teams to optimize workflows and improve outcomes.
• Lead change management tied to new technology, automation, and growth.
• Establish KPIs, dashboards, and review cadences for visibility and improvement.

Skills

Operational leadership

Lean & continuous improvement

Data analysis

Project management

Stakeholder management

Excel proficiency

Staff scheduling

Education

Bachelor’s degree in Operations Management, Business, Engineering, Supply Chain, or related field

Tools

Excel

Job description

We are seeking a results-driven Director of Operations to lead service delivery in a technical, labor-intensive operating environment. This role is responsible for translating business strategy into disciplined execution across people, process, technology, and performance. The ideal candidate brings a strong balance of operational leadership, workforce management expertise, Lean and continuous improvement practices, and advanced analytical capability to improve service quality, productivity, cost performance, and customer outcomes.

Key Responsibilities

• Lead end-to-end service delivery operations across a technical and labor-driven environment, ensuring safe, efficient, high-quality execution against customer commitments and internal standards.
• Own operational performance, including productivity, quality, service levels, turnaround times, labor utilization, capacity planning, and cost management.
• Design and manage workforce strategies including staffing models, scheduling, forecasting, shift alignment, cross-training, attendance management, and contingency coverage to meet fluctuating demand.
• Build and sustain a culture of accountability, engagement, and operational discipline through strong frontline leadership, coaching, and performance management.
• Drive Lean and continuous improvement initiatives using structured problem solving, root cause analysis, standard work, visual management, process mapping, and daily management routines.
• Use data and analytics to identify trends, bottlenecks, service risks, and improvement opportunities; develop actionable insights and present clear recommendations to leadership.
• Partner with client services, technology, quality, HR, finance, and other cross-functional teams to optimize workflows, implement process changes, and improve customer outcomes.
• Lead change management efforts tied to new technology, automation, process redesign, and organizational growth while maintaining business continuity.
• Establish and monitor KPIs, dashboards, and operational review cadences to ensure visibility to performance, compliance, and continuous improvement progress.
• Oversee site or multi-site management teams, setting clear expectations, developing talent pipelines, and ensuring leadership capability at all levels.
• Ensure compliance with company policies, client requirements, regulatory obligations, and health, safety, and security standards.
• Support strategic planning, budgeting, and resource allocation to scale operations while improving efficiency and service reliability.

Required Qualifications

• Bachelor’s degree in Operations Management, Business, Engineering, Supply Chain, Industrial Engineering, or a related field; equivalent experience may be considered.
• 8+ years of progressive operations leadership experience, including significant responsibility in a service delivery, business process, technical service, logistics, document processing, field service, or similarly labor-intensive environment.
• Demonstrated success leading workforce management functions such as forecasting, staffing, scheduling, labor planning, and productivity optimization.
• Strong working knowledge of Lean, continuous improvement, Kaizen, standard work, visual management, and root cause problem solving.
• Proven experience using data, metrics, and dashboards to manage performance and drive operational decisions.
• Experience leading managers and frontline teams in fast-paced environments with variable volumes, strict service levels, and high quality expectations.
• Strong financial and business acumen, including budgeting, cost control, and resource planning.
• Excellent communication, stakeholder management, and cross-functional collaboration skills.
• Advanced proficiency in Excel and experience with workforce management, reporting, and operational systems.

Preferred Qualifications

• Lean Six Sigma certification or formal continuous improvement training.
• Experience in technical services, document processing, managed services, field operations, mailroom, logistics, or back-office operations environment.
• Experience implementing automation, workflow systems, or labor-saving technologies in an operations setting.
• Multi-site leadership experience and exposure to client-facing service delivery models.
• Familiarity with service-level agreements, quality frameworks, compliance controls, and operational governance routines.

Core Competencies

• Operational leadership and execution
• Technical aptitude and systems orientation
• Workforce planning and labor optimization
• Lean and continuous improvement mindset
• Analytical thinking and data-driven decision making
• Team development and coaching
• Change leadership and adaptability
• Client and stakeholder management
• Process discipline and quality focus

Success Measures

Success in this role is measured by consistent service execution, achievement of SLA and KPI targets, improved labor efficiency, reduced errors and rework, stronger employee engagement and retention, effective leadership bench strength, and sustained delivery of Lean and continuous improvement results that enhance customer experience and operational performance.

What We Offer

• Career Growth: An opportunity to learn new skills or use a variety of them that may lead to other career opportunities.
• Learning & Development: A culture that promotes learning so that employees can develop to be the best at what they do.
• Recognition Programs: Various recognition programs for all employee levels.
• Benefit Offerings: Medical, Dental, Vision, HCFSA, DCFSA, HSA, Commuter Transit, Parking, Supplemental Life Insurance, Accident Insurance, Critical Illness, Hospital Indemnity, Legal Program, Identity Theft Protection, Pet Discounts, Pet Insurance, Group Home and Auto Insurance, EAP, Short Term Disability, Life Insurance, Education Discounts, 401k with matching, Entertainment Discounts, and Paid Time Off.

Note: Please inquire with the Human Resources team for benefit offerings per role as regular positions that routinely are under 30 hours/week may have a different benefit offering.

About SPS

SPS is an award-winning employer of choice offering outsourcing solutions that leverage Intelligent Automation (Artificial Intelligence & Robotic Process Automation) in more than 22 countries across the globe. In North America, our services include Mailroom Management (both physical and digital), Office Services such as Reception, Lobby Concierge and Conference Room Management in addition to Document Processing Services utilizing leading edge technologies. Our clients today are companies in sectors such as banking, insurance, legal, higher education, advertising and other professional services, including many Fortune 500 companies. SPS is committed to delivering high caliber outsourcing experience to our clients and offering our employees challenging and exciting career opportunities throughout the North America region and globally. SPS is committed to investing in the professional development of our employees and offers competitive comprehensive benefits and diverse development training programs that lead to building careers.

SPS is committed to the fair and equal treatment of all people, applicants, and employees by promoting a culture of access, inclusion, equity and diversity.

SPS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual and reproductive health choices, national origin, age, disability, genetics, military status, gender identity or expression, sexual orientation and/or any other status protected by applicable law.