Director of Service Operations & Performance

Groupe SEB; Irvine (CA); Hybrid; USD 160,000 - 185,000; Full time

Benefits offered by this job

Annual bonus eligibility

Hybrid work model

Comprehensive benefits

Job summary

Groupe SEB, Irvine, CA seeks a Director of Service Operations & Performance to lead Service Desk, Dispatch, Planned Services and Technical Services across North America. You will drive continuous improvement, optimize processes and systems, and ensure centralized support aligns with field service to deliver an exceptional customer experience.

This role requires 10+ years in service operations with 5+ years in leadership, fluent English, strong analytics, and a track record of scalable,

Qualifications

• 10+ years in service operations or related fields.
• 5+ years in a leadership role managing on-site and remote teams.
• Fluent English.
• Strong analytical skills with performance metrics.
• Proven ability to lead change and scalable operations.

Responsibilities

• Develop strategy and standards for Service Desk, Dispatch, Planned Services and Technical Services.
• Oversee service requests, installations, maintenance coordination, dispatch operations and warranties.
• Lead continuous improvement and scalability initiatives.
• Define KPIs and analyze data to drive decisions.
• Ensure alignment between field service and back-office functions.

Skills

Leadership

Operations Strategy

Analytics

Change Management

Stakeholder Engagement

Education

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

Tools

SAP

Salesforce

iGrow

Qlik

Job description

Groupe SEB, Irvine, CA seeks a Director of Service Operations & Performance to lead Service Desk, Dispatch, Planned Services and Technical Services across North America. You will drive continuous improvement, optimize processes and systems, and ensure centralized support aligns with field service to deliver an exceptional customer experience.

This role requires 10+ years in service operations with 5+ years in leadership, fluent English, strong analytics, and a track record of scalable,