Director of Operations

Responsibilities

• Lead end-to-end service delivery operations in a technical and labor-driven environment
• Own operational performance including productivity, quality, service levels, and cost management
• Design and manage workforce strategies including staffing models, scheduling, and forecasting
• Build a culture of accountability and operational discipline through frontline leadership
• Drive Lean and continuous improvement initiatives using root cause analysis and process mapping
• Use data and analytics to identify trends, bottlenecks, and service risks
• Partner with cross-functional teams to optimize workflows and improve customer outcomes
• Lead change management efforts for new technology and process redesign
• Establish and monitor KPIs, dashboards, and operational review cadences
• Oversee site or multi-site management teams and develop talent pipelines
• Ensure compliance with company policies, regulatory obligations, and safety standards
• Support strategic planning, budgeting, and resource allocation

Requirements

• Bachelor’s degree in Operations Management, Business, Engineering, Supply Chain, or related field
• 8+ years of progressive operations leadership experience in service delivery or labor-intensive environments
• Demonstrated success in workforce management, forecasting, and staffing
• Strong working knowledge of Lean, continuous improvement, and Kaizen
• Proven experience using data and metrics to drive operational decisions
• Experience leading managers and frontline teams in fast-paced environments
• Strong financial acumen including budgeting and cost control
• Advanced proficiency in Excel and operational systems

Preferred Qualifications

• Lean Six Sigma certification
• Experience in technical services, document processing, or logistics
• Experience implementing automation or workflow systems
• Multi-site leadership experience
• Familiarity with service-level agreements (SLAs) and operational governance

About the Company

SPS is an award-winning employer offering outsourcing solutions that leverage Intelligent Automation, including AI and Robotic Process Automation, across more than 22 countries. Their services include Mailroom Management, Office Services, and Document Processing for sectors such as banking, insurance, and legal.