YOUR FOOTPRINT AT DWELLWORKS
The Director, Global Operational Support (GOS), is responsible for driving operational excellence and providing leadership to the global operational support team based primarily in San Jose, Costa Rica.
You will lead multiple departments engaged in supporting global stakeholders with variety of key operational functions. The SC Director develops strategies, policies, tools, and best practices to optimize operational infrastructure while partnering with global leaders across the organization to drive interdepartmental cohesion and achieve service quality and financial objectives.
In addition to serving as the primary point of contact to all internal customers, you will lead the operational design and implementation efforts required to expand Business Process Outsourcing (BPO) capabilities across Dwellworks’ global relocation support services organization.
WHAT YOU WILL ACCOMLISH
30% GOS Center of Excellence Development
Manage all aspects of day-to-day operational excellence across a broad range of GOS functions, which may include Centralized Order Assignment (COA), OPS Support, Corporate Housing pre-booking, Accounting Administration and additional functions as developed.
Partner with global leaders to identify new opportunities to centralize and outsource core business processes and support the development of a formal business case and implementation plan.
Lead the design, development, geographic expansion, and integration of newly conceptualized BPO activities.
Develop metrics to hold GOS team members accountable for performance while balancing strong delivery of financial, compliance and qualitative results.
Oversee departmental budget and expenditures, including T&E, recruitment spend and systems.
Maximize synergies between key operational departments by aligning operational framework, metrics and communication cadence.
Partner with IT on GOS technology development (E-Coord & SPARK) to drive continuous service quality and process improvement.
Proactively identity points of failure in process and establish operational controls to mitigate recurrence of disruptive operational defects.
Drive COS improvement by implementing strategies to optimize volume distribution of suppliers.
Partner with associates to align best practices and establish SOPs.
Create visibility to KPIs, by generating regular reporting and maintaining a regular cadence to keep key stakeholders informed.
30% Team Leadership & Development
Lead a team of Lead Managers, Managers and Coordinators to drive functional success in alignment with core business objectives.
Maintain overall accountability for GOS team’s performance, development, and alignment.
Hold weekly, monthly, and quarterly meetings to keep the team engaged and informed regarding performance, key initiatives and progress.
Establish operational policy measures to ensure strong culture, coverage, capacity, competence, continuity, and retention.
Train, coach, complete performance reviews and develop associates to achieve operational goals and professional growth.
Facilitate team building and provide ongoing feedback to associates to foster strong engagement, collaborative culture and performance excellence.
Develop leadership pipeline within the GOS organization to maximize talent potential, facilitate operational sustainability and succession planning.
Partner with VPs conduct operational & organization plans, including development of staffing strategies to support department needs.
20% Internal Stakeholder Management
Serve as the primary point of content for all global stakeholders related to GOS functions.
Develop reporting to keep key stakeholders informed on all progress related to GOS activities.
Actively engage with global stakeholders by scheduling regular reporting and meeting touchpoints.
Drive resolution of internal customer complaints by developing solutions, action plans and allocating resources accordingly to actively respond to issues.
10% Data Management, Analysis & Reporting
Optimize analytical and reporting framework to drive achievement of cost and quality targets.
Develop and refine metrics to optimize operational efficiency, accountability, and team performance.
Actively manage metrics to meet operational, strategic, client and financial objectives.
Build, analyze and optimize reporting to track performance and drive progress
10% Ad-hoc Projects
Serve as the primary contact responsible for all matters related to the company’s business interests in Costa Rica.
Partner with VPs to support high-impact, strategic initiatives.
Lead assigned projects to drive ongoing development and integration of GOS functions.
Develop policies and practices to support evolving business needs and a rapidly growing team.
Experience, Competencies & Qualifications :
Bachelor’s degree required; Master’s degree preferred (business related field)
At least 10 years of experience leading teams; preferably across multi-faceted customer support functions.
At least 10 years of experience partnering with global leadership teams across multiple time zones.
At least 5 years of experience managing BPO activities within a customer service organization.
Ability to effectively manage a wide range of stakeholders across multiple levels of the organization.
Extensive experience working with operating technologies to streamline system features, build metrics and reporting.
Ability to identify critical operational quality drivers to build controls, mitigation measures, and reporting to measure KPIs and drive operational excellence.
Ability to actively communicate operational deliverables to global stakeholders, in a responsive, cultural aware, solution-oriented and customer service-oriented manner.
Strong capacity for leadership across multi-functional teams composed of predominantly early to mid-career staff.
Ability to develop and manage policies to support evolving business needs and a rapidly growing team.
Deep understanding of business process contingencies, compliance, quality management and mitigation of failure points in process design.
Ability to translate operational objectives to build specifications for the design and implementation of scalable support processes.
Entrepreneurial spirit, with the ability to independently identify opportunities and lead large teams through ever-evolving business landscape.
Ability to provide thought leadership regarding strategic process outsourcing, policy design and management of staff.
Strong financial acumen, and the ability to project operational impact on overall business performance.
Ability to effectively lead in a fast-paced, action-oriented and transactional operational environment.
Licenses & Certifications