Senior Vice President of Service and Operations

Executive Summary:

We are seeking an experienced executive to lead the transformation and scaling of our service department while ensuring a seamless integration that aligns with our shared culture and core values of Integrity, Collaboration, Achievement, Service, Growth, Resilience and Giving. In this role, you will deliver exceptional customer experiences across office and enterprise printing, production print, and a set of ancillary managed services (SaaS and managed IT) for over 250 service and operations employees.  The Senior Vice President of Service and Operations will utilize AI, analytics, industry benchmarks and other leading-edge technology to maximize service margins, deliver cost savings, and streamline processes. The ideal candidate will have a proven track record of building strong relationships across a broad and diverse customer base and all internal functions. You will ensure our company has the proper strategies and systems in place to dynamically grow our organization and ensure financial strength and operating efficiency.  The SVP is directly responsible for Service, Operations, Supply Chain, and certain aspects of Strategic Vendor Management and will be responsible for driving one set of common practices, processes, and systems across our entire geographic footprint.

The highest strategic priority for this role is to broadly drive enterprise value for shareholders, customers and employees by championing Service as our product. The SVP does this by focusing relentlessly on customer intimacy, service responsiveness and performance, operational excellence, applying lean methodologies, strategic management of supply chain vendors, and an overall data-driven, objective approach to improving our internal processes. 

Responsibilities:

Deliver a Unified Customer Experience:

• Oversee the delivery of an exceptional customer experience across all service touchpoints, and a portfolio that includes office and enterprise print, production and industrial print, and ancillary services including SaaS and Managed IT, ensuring customer satisfaction and retention.
• Foster a culture of customer-centricity throughout the organization, empowering service associates to deliver a unified service experience.
• Leverage data and customer feedback to continually identify pain points, improve service offerings and exceed customer expectations.
• Build strong relationships with key customer accounts and decision-makers, traveling to customer locations as necessary.
• Manage facilities management engagements, including SumnerOne service associates on-site with clients, upholding exceptional client service standards.

Pursue Operational Excellence and Enable Scale and Growth:

• Lead the development and implementation of a holistic service and operations strategy, standardizing processes and best practices to achieve economies of scale and ensure consistency and quality across all geographies.
• Champion technology adoption and automation, implementing process improvements and leveraging technology to drive efficiency, cost reduction, and service quality enhancements.
• Develop and execute data-driven strategies for inventory management, logistics, parts, consumables and warehouse operations, ensuring optimal material flow and availability.
• Collaborate with other departments to streamline processes and create a seamless customer experience.

Provide Leadership and Team Development:

• Promote SumnerOne culture and vision
• Provide strategic direction and leadership to the service and operations team, motivating and inspiring high performance.
• Set comprehensive goals for performance and growth, creating a culture of accountability, ownership, and continuous improvement within the team.
• Ensure strong connection to how each of the SVP-led domains aligns to and drives SumnerOne revenue, EBITDA, and cash flow
• Lead talent acquisition and development efforts to build a high-performing, scalable service and operations team, encouraging maximum performance and dedication
• Develop and mentor high-potential talent, preparing future leaders for success.
• Build strong relationships with cross-functional teams and collaborate effectively to achieve organizational goals.
• Act as key liason to our valued customers 

Qualifications:

• 10+ years of experience in a senior leadership role within a service-oriented organization, leading and motivating a large and diverse team across a broad set of geographic locations and national footprint.
• Outstanding leadership abilities, communication, and interpersonal skills
• Excellent track record in Service Leadership & delivering outstanding