Senior Director, Operations - Wisconsin

About the role and what you'll be doing:

The Senior Director, Operations provides strategic planning and operational management for large and strategic clients, inclusive of US Sovereign based client. The role is external facing and is responsible for achieving contractual obligations to clients and to drive highest level of client satisfaction. In addition, this position will develop a customer management philosophy that ensures the highest level of customer satisfaction from their staff. They will be responsible for managing and executing projects that have enterprise-wide impact. Building strong partnerships with departments outside of their own will be critical to their success.

Responsibilities:

• Ensures operational success against pre-established KPIs and SLAs.
• Engages, directs, and develops the Operations team and staff. Activities include leadership development, managing bench strength, succession planning, and developing critical talent.
• Leads continuous improvement activities in partnership with business groups and other functional areas.
• Leads the development of Operations strategy and roadmaps in alignment with the future vision and delivery standards, integrating Artificial Intelligence (AI) and Automation into day-to-day operations and highest availability of the environment
• Accountable for the targeted P&L profitability of the strategic accounts to be led by the candidate.
• Participates in strategy planning activities, bringing a current knowledge and future vision of infrastructure technology and systems, and best practices as related to the needs of the business.
• Develop, implement, and manage reporting of metrics and Service Level Agreements that effectively measure team and vendor performance and are in line with clients’ desired business objective (DBO).
• Responsible for optimizing vendor relationships through contract management, financial and quantitative analyses, and relationship management, to effectively create mutually beneficial opportunities for the company.
• Work closely with all teams and business groups to manage customer satisfaction and direct investigation and remediation of service level breakdowns.

Qualifications

Required

• Bachelor’s Degree
• Must have a minimum of 8-10 years of experience in an Operations Managerial role
• Creates an environment that empowers associates to greater levels of accountability and responsibility
• Leverages the strengths of others to meet specific business needs
• Challenges existing paradigms without creating more resistance than support
• Demonstrates a willingness and ability to make difficult decisions
• Cultivates a shared vision among all stakeholders
• Constantly evaluates what Ensono does and compares it to the best way and the right way
• Must be US Citizen