Director of Service Ops | Hybrid | CX & Operations Excellence

Groupe SEB; Irvine (CA); Hybrid; USD 140,000 - 160,000; Full time

Benefits offered by this job

Health insurance

401(K) retirement plan

On-site gym

12 paid holidays

Voluntary benefits and discounts

Job summary

Groupe SEB is seeking a Director of Service Operations in Irvine to lead centralized North America Service, Training, and Support functions. You will shape strategy, drive operational excellence, and maximize customer impact while aligning with global priorities.

The role offers hybrid work and a competitive compensation package. Ideal candidates bring 10+ years in Service Operations with 5+ years in leadership, plus a Bachelor’s in Business Administration.

Qualifications

• 10+ years in Service Operations.
• 5+ years in a leadership role overseeing local and remote staff.
• Bachelor’s degree or higher in Business Administration.
• Experience in fast-growing organizations with international presence.

Responsibilities

• Develop and implement department strategic vision aligned with SEB’s global goals.
• Oversee day-to-day operations, staffing, scheduling and SOP adherence.
• Lead and develop managers, supervisors, and agents; set performance goals.
• Define and analyze KPIs like AHT, NPS, invoice processing, training days.
• Champion customer-centric culture and CX improvements.
• Evaluate and optimize department technologies (iGrow, Salesforce, SAP, Qlik).
• Manage FTE budget and cost-control measures.
• Ensure compliance with policies and quality standards.

Skills

Service Ops Mgmt

Performance Mgmt

Service Mgmt Framework

Project Mgmt

Global Alignment

Education

Bachelor’s degree or higher in Business Administration

Tools

iGrow

Salesforce

SAP

Qlik

Job description

Groupe SEB is seeking a Director of Service Operations in Irvine to lead centralized North America Service, Training, and Support functions. You will shape strategy, drive operational excellence, and maximize customer impact while aligning with global priorities.

The role offers hybrid work and a competitive compensation package. Ideal candidates bring 10+ years in Service Operations with 5+ years in leadership, plus a Bachelor’s in Business Administration.