Director of Operations (Managed Services)

Today, CommerceHub is the #1 ecommerce network used by the world’s leading retailers and brands to extend their retail and ecommerce businesses. 

Consumer expectations have shifted. In the Now Economy, they expect that our customers have what they want, in stock, ready for delivery, and with an experience that delights them at every step of the buying journey. 

We believe we have a unique opportunity to help retailers, brands and suppliers connect to customers and meet the challenges of the Now Economy. Think that sounds interesting? It is!  

Our remote-first team is growing, and we’re looking to add great people like you, who are ready to use their expertise to transform the world of ecommerce. 

  

Overview

The Operations Director is a leadership role reporting directly to the Senior Vice President of Operations. The Operations Director oversees and manages multiple departments, including Global Services, Managed Services. This position is crucial in ensuring these functions' efficient operation, focusing on delivering exceptional service to our customers and driving business growth.

 

Responsibilities:

• Collaborate closely with the SVP of Operations to understand their vision, goals, and priorities and provide strategic guidance and support, including development and execution of the operations strategy, ensuring alignment with overall company objectives.
• Develop and build an effective outsourcing strategy, inclusive if outsourcing vendor performance management, leading to increased operational efficiency and cost reduction.
• Implement and improve the Senior Vice President of Operations operational plan through efficient and effective integrated processes, implementing standard management processes, and governance to leverage organization resources.
• Implement a services operations and governance team and capability, Including standardized operations and KPI reporting.
• Lead the strategic planning and management of service capacities, ensuring business continuity and a high level of customer satisfaction.
• Directs operations review of cost and service structures, productivity measures, and delivery methods to achieve planned targets. Typically acts as a point of contact or gatekeeper between management and staff. May select, develop, and evaluate personnel to ensure the efficient operation of any function or unit.
• Management responsibility for multiple functions housed in single or multiple locations globally and implement operational plans, policies, and procedures to optimize departmental performance and ensure alignment with company objectives.
• Drive the delivery of high-quality services to customers, ensuring adherence to service level agreements (SLAs), performance metrics, and customer satisfaction targets.
• Monitor key performance indicators (KPIs) and operational metrics, identifying trends, issues, and opportunities for improvement.
• Lead strategic projects and initiatives on behalf of the SVP of Operations, ensuring timely and successful execution.
• Responsible for overseeing day-to-day administrative, financial, personnel, and procedural activities for product and/or service operations functions in a non-manufacturing environment for a company site(s).

Team Leadership:

• Build and lead a high-performing operations team, providing coaching, mentoring, and guidance to team members.
• Set clear performance expectations, conduct performance evaluations, and provide constructive feedback to foster professional growth.
• Foster a culture of innovation, collaboration, and accountability within the teams, encouraging creativity and continuous learning.
• Collaborate with other departments, such as Sales, Product Development, and IT, to ensure effective coordination and alignment of operational activities.
• Participate in strategic planning and contribute to the development of company-wide initiatives.
• Act as a liaison between the operations departments and senior management, providing regular updates, reports, and recommendations.

Departmental Management:

• Provide strategic direction and guidance to the Global Services, Managed Services, and Operations teams.
• Develop and implement operational plans, policies, and procedures to optimize departmental performance and ensure alignment with company objectives.
• Foster a collaborative and high-performing culture within the departments, promoting teamwork, professional development, and employee engagement.

Service Delivery and Customer Success:

• Drive the delivery of high-quality services to customers, ensuring adherence to service level agreements (SLAs), performance metrics, and customer satisfaction targets.
• Monitor customer feedback