Director Service Operations

Wet Willie's; San Francisco (CA); On-site; USD 180,000 - 240,000; Full time

Job summary

Wet Willie's in San Francisco seeks a Director of Service Operations to lead global initiatives that align service operations with company strategy. The role emphasizes data-driven decision making, process optimization, and cross-functional collaboration across Sales Operations, IT, and regional service teams.

You will define and execute the architecture for critical business systems, drive benchmarking and pricing strategies, and mentor direct reports while managing complex programs to achieve

Qualifications

• 8-10 years implementing enterprise software and managing teams.
• Minimum 8 years leading direct-report and cross-functional teams.
• Experience in high tech industry.

Responsibilities

• Drive efficiencies and repeatable processes to support the Services Team.
• Provide leadership with BI, reporting, metrics, and models to understand business direction and effectiveness.
• Define, manage, and communicate the strategy and architecture for the business systems to run PS operations, partnering with Global Operations, Geo teams and IT.
• Manage benchmarking activities with organizations like TSIA and report on focus areas for Red Book connections.
• Drive pricing strategy for service offerings globally in collaboration with International teams.
• Drive consistency of key operational metrics to measure the global services business.
• Lead global initiatives around growth strategies, partners, backlog management, etc.
• Establish standard project management practices for planning, scheduling, and tracking as well as change management.
• Establish and maintain strong relationships with Sales Operations, Regional Service Teams, Services Operations, IT and other internal organizations.

Skills

Process optimization

BI & metrics

Strategy & architecture

Cross-functional leadership

Global operations

Job description

Job 133971 - Director Service Operations
San Francisco, CA

We Are:

Well-known across the globe for bringing the restaurant, retail and hospitality industries to the Cloud with our pioneering web & mobile products, superior customer service – and the people who make this happen.

Our Values: Because they are important to us!

Service – We strive to delight our customers by anticipating their needs with simple, intuitive tools. We are serial entrepreneurs with a deep desire to do the right thing for our customers.

Creativity – We believe to make real change; we must be the catalyst and bring unbridled enthusiasm for innovation and continuous improvement.

Family – We seek and reward intelligent team members who exude honesty, integrity and accountability. We believe diversity and transparency in thought, practice and culture is an asset, not a risk.

Fun – We move fast, have fun and love what we do all while honoring work-life balance. We are intelligent risk-takers, never allowing blind enthusiasm to overtake reason.

Humility – We are responsible to our customers, our team members and our investors equally, requiring professional courage and humility.

Requirements

Desired Skills and Experience:

• Drive efficiencies/repeatability in business process and operations to support the Services Team
• Provide leadership with BI, reporting, metrics, and models to better understand the direction of the business and measure effectiveness
• Define, manage, prioritize and communicate the strategy and architecture for the business systems and architecture to run the PS business effectively partnering closely with Global Operations, Geo teams and IT
• Manage benchmarking activities with organizations like TSIA, and proactively report out on the areas of focus for Red Book connect to stay ahead of the curve
• Drive pricing strategy for service offerings globally partnering with the International teams
• Drive consistency of key operational metrics to measure the global services business
• Lead key global initiatives cross-organizationally around growth strategies, partners, backlog management, etc.
• Establish standard project management practices for planning, scheduling, and tracking as well as change management
• Relationship Building: Establish and maintain strong relationships with Sales Operations, Regional Service Teams, Services Operations, IT and other internal organizations in order to accomplish business goals.
• Span of control: Influence/impact cross-organizationally to drive the key imperatives for the business.
• Business Skills: Be the change agent around transformation of the business.
• Communication: Communicate and coordinate operational changes and best practices across organizations.
• Decision-making impact: Contributes to the fulfillment of projects and organizational objectives; latitude to make decisions within scope of job.
• Responsibility for work of others: Represents organization on projects and performs leadership role; provides guidance and/or supervises activities of employees.
• Organizational scope/job complexity: Provides resolutions to a diverse range of moderately complex problems; uses judgment within defined practices and procedures.
• Business Skills: Be the change agent around transformation of the business.

Qualifications:

• Only San Francisco, CA based candidates will be considered.
• Minimum 8-10 years implementing enterprise software, and management experience
• Minimum of 8 years’ experience managing direct-report teams and cross-functional/virtual teams.
• Experience in high tech industry
• Relationship Building: Establish and maintain strong relationships with Sales Operations, Regional Service Teams, Services Operations, IT and other internal organizations in order to accomplish business goals.
• Span of control: Influence/impact cross-organizationally to drive the key imperatives for the business.
• Communication: Communicate and coordinate operational changes and best practices across organizations.
• Experience in high tech industry.
• Decision-making impact: Contributes to the fulfillment of projects and organizational objectives; latitude to make decisions within scope of job.
• Responsibility for work of others: Represents organization on projects and performs leadership role; provides guidance and/or supervises activities of employees.
• Organizational scope/job complexity: Provides resolutions to a diverse range of moderately complex problems; uses judgment within defined practices and procedures.