Senior Director, Global Services Operations

Hispanic Technology Executive Council; St. Louis (MO); Remote; USD 120,000 - 180,000; Full time

Job summary

An established industry player seeks a Senior Director for Global Services Operations to lead a dynamic team in enhancing customer service and operational excellence. This role demands a strategic thinker with a strong background in operations management and business process optimization. You will mentor a globally dispersed team, ensuring high standards of service delivery while driving continuous improvement initiatives. Join a company recognized for its commitment to innovation and employee well-being, and help shape the future of global services operations in a collaborative environment that values your contributions.

Benefits

Health, Dental, and Vision Care

401k Plan with Company Matching

Tuition Reimbursement

Paid Time Off

Employee Assistance Program

Wellness Program

Nursing Mothers Benefits

Pet Insurance

Employee Discount Program

Qualifications

• 15+ years in operations, customer service, or business process roles.
• Experience in consulting and managing a global team.

Responsibilities

• Lead global operations team focused on customer service activities.
• Develop strategies for process optimization and cost reduction.

Skills

Operations Management

Customer Service Support

Business Process Optimization

Leadership Skills

Communication Skills

Negotiation Skills

Mentoring and Coaching

Cross-Functional Collaboration

Education

Bachelor's Degree in Business or IT

MBA

Tools

Microsoft Office Suite

Job description

Senior Director, Global Services Operations (GSO)

Why WWT?

Founded in 1990, World Wide Technology (WWT), a global technology solutions provider leading the AI and Digital Revolution, with $20 billion in annual revenue, combines the power of strategy, execution and partnership to accelerate digital transformational outcomes for large public and private organizations around the world. Through its Advanced Technology Center, a collaborative ecosystem of the world's most advanced hardware and software solutions, WWT helps customers and partners conceptualize, test and validate innovative technology solutions for the best business outcomes and then deploys them at scale through its global warehousing, distribution and integration capabilities.

With over 10,000 employees and more than 55 locations around the world, WWT's culture, built on a set of core values and established leadership philosophies, has been recognized 13 years in a row by Fortune and Great Place to Work for its unique blend of determination, innovation and creating a great place to work for all.

Want to work with highly motivated individuals on high-performance teams? Join WWT today!

What will you be doing?

Join World Wide Technology, Inc. (WWT) as Senior Director, Global Services Operations (GSO) within our Strategic Initiatives & Global Operations (SI&GO) organization. In this dynamic role, you will lead a global operations team focused on supporting the customer facing activities of the Solutions Consulting & Engineering organization (SC&E), a global professional and consulting services delivery organization. By applying your extensive operational, business process, and customer service expertise you will drive alignment and continuous process improvement, through excellence and innovation, contributing to WWTs goals of being a profitable growth company that is also a great place to work for all.

RESPONSIBILITIES:

• Maintain: Current operations must continue without interruption. The GSO team is responsible for ensuring that services-related processes are standardized, accurate, and aligned with both internal and customer requirements. Reinforcing and driving governance and completeness in pricing, SOWs, sales bookings, approval processes, and other key operational items that supports the Services sales motions.
• Strategic Planning & Execution: Develop and manage long-term strategies to improve global services operations. Identify areas for process optimization, cost reduction and automation to enhance GSO services.
• Operational Management: Oversee the delivery of GSO services, ensuring organizational needs are met with high standards of quality and timeliness.
• Mentorship and Coaching: Leverage your extensive knowledge and experience to mentor and coach global team members. Foster their independence and growth, empowering them to make informed decisions and operate optimally. Success will be measured by quantifiable increases in team autonomy, highlighting your commitment to developing talent within the organization.
• Issue Resolution: Timely resolution to issues as they come up, within the defined boundaries of set expectations. Expectations will vary depending on various factors.
• KPIs: Identify, define and report on key KPIs for the GSO team.
• Continuous Process Improvement: Look for opportunities to continuously improve, course correct, or change existing processes, regardless of how long those processes have been in place.
• Strategic Partnership & Engagement: Build partnerships and collaboration across WWT and all key stakeholders and partners to identify and address operational challenges, grow our support footprint globally and scale.
• Governance and Monitoring: Work with the SI&GO organization to develop, implement and sustain a governance and monitoring capability to sustain best practices and process improvements that are implemented.
• Communication & Reporting: Clear, consistent communication and reporting on health of the Services Operations as well as the overall functions of the team.
• Data Quality: Identify opportunities to optimize operational data quality, maintain focus and monitor and control continued review and potential opportunities for continuous improvement.
• Industry Standards and Best Practices: Brings their background, knowledge and experience to drive towards industry standards and best practices.

QUALIFICATIONS:

• Bachelor's Degree in Business or IT related field of study
• MBA Preferred
• Not required, but preferred, one or more of the following: BPO certifications (Six Sigma, Lean Six Sigma, other, etc.)
• 15+ years' experience in operations, customer service support, or business process optimization roles. Consulting background a plus.
• Excellent leadership, communication (written, verbal and presentation) and interpersonal skills and the ability to relate to all levels of the organization.
• Experience in working and collaborating with business and cross-functional teams
• Strong written and verbal communication skills.
• Strong negotiation skills, especially in managing customer expectations, and driving priorities
• Proven ability to manage, mentor and coach a globally dispersed team
• Proficiency in Microsoft Office Suite of tools
• Embrace the WWT culture and values
• Some domestic & international travel will be required

The well-being of WWT employees is essential. So, when it comes to our benefits package, WWT has one of the best. We offer the following benefits to all full-time employees:

• Health and Wellbeing: Health, Dental, and Vision Care, Onsite Health Centers, Employee Assistance Program, Wellness program
• Financial Benefits: Competitive pay, Profit Sharing, 401k Plan with Company Matching, Life and Disability Insurance, Tuition Reimbursement
• Paid Time Off: PTO & Holidays, Parental Leave, Sick Leave, Military Leave, Bereavement
• Additional Perks: Nursing Mothers Benefits, Voluntary Legal, Pet Insurance, Employee Discount Program

Equal Opportunity Employer

We strive to create an environment where all employees are empowered to succeed based on their skills, performance, and dedication. Our goal is to cultivate a culture of belonging that encourages innovation, collaboration, and respect for all team members, ensuring that WWT remains a great place to work for All!

Preferred locations: MO, FL, NC, TX, AZ, MA, VA, AL, LA, GA, MN, OH, MI, WI, IA, SC

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