Vixxo is seeking a full-time, Director Operations to be based in Hartford CT.

THE TEAM

The Director of Operations is to lead the service center in providing exceptional service to our customers by fully executing our processes and establishing strong relationships at the customer level which focus on solutions. You ensure the profitability of the service center by focusing on key business metrics that align with service proficiency and customer costs. Director, Operations consistently measure progress towards goals, identify trends and take applicable actions for continued improvement. You take ownership of account management, collections, and expense control while achieving service center goals.

WHO WILL LOVE THIS JOB

• A clear communicator, you can distill big ideas in to concise and articulate messages for a diverse and broad audience. Talking to you makes the "light bulbs" go on in other people's minds
• A people person, you are a customer-focused individual with an ability to understand others.
• A talent steward, you drive and optimize team performance, engagement and productivity by empowering and developing each individual within your team.
• An advisor, you build rapport by offering strategic value in every interaction. You are trusted internally by cross-functional partners, as well as externally by our customers, for your strategic inputs

WHAT YOU WILL DO

• Operate as General Manager of the Business Unit. Lead a Service Center team that provides best in class Customer Satisfaction and outstanding internal Financial Results. Service Center could involve multiple customers. Requirements include managing key aspects of P&L, IT requirements, staffing, and delivering operational excellence.
• Lead & guide the service center team as it executes against our operations model and providing regular and consistent performance feedback, coaching, and the use of key performance indicators as a guide for improvement ensuring exceptional service and resolution for our customers
• Connect with customers and build appropriate rapport to understand needs, expectations and requirements in order to achieve customer goals and service level agreements. Maintain consistent and effective communications with customers, service center team and senior management in order to prevent escalations
• Analyze key metrics and performance indicators to identify areas of focus and/or necessary improvements.

QUALIFICATIONS

• At least 5 years' experience successfully leading high performing customer service teams
• Bachelor's Degree in Business Administration, Business Management or Finance
• Experience working in facilities management
• P&L acumen and experience in managing key aspects of a P&L
• Proven success developing talent
• Ability to interact with employees and client liaisons at all levels