• Operations Director

    Robert Half Finance & Accounting (Laurel, MD)


    Description

    Position Overview:

    The Operations Director will be responsible for overseeing all service-related functions within the organization. This includes managing service operations, ensuring quality standards are met, driving operational improvements, and fostering a culture of customer satisfaction. The role requires a strategic thinker with a hands-on approach to managing people, processes, and resources. The ideal candidate will have a strong background in operations within the manufacturing or services sector.

    Key Responsibilities:

    + Leadership & Strategy:

    + Develop and implement operational strategies to enhance service delivery and drive improvements in operational efficiency and productivity.

    + Lead, mentor, and develop a team of service managers, technicians, and support staff, ensuring high levels of performance and morale.

    + Collaborate with senior leadership to align service operations with overall company goals and objectives.

    + Drive initiatives to expand service offerings and improve the customer experience.

    + Service Operations Management:

    + Oversee the scheduling, execution, and tracking service projects and maintenance contracts.

    + Monitor key performance indicators (KPIs) and operational metrics to ensure the achievement of service goals (e.g., response times, service delivery quality, customer satisfaction).

    + Manage inventory of service parts, tools, and equipment to ensure timely availability and minimize downtime.

    + Ensure compliance with safety, regulatory, and environmental standards within service operations.

    + Customer Satisfaction & Relationship Management:

    + Maintain high standards of customer service, ensuring customer satisfaction through timely, efficient, and professional service delivery.

    + Resolve escalated customer issues and complaints effectively, maintaining positive relationships with clients and stakeholders.

    + Identify opportunities for customer engagement and retention, enhancing the company’s reputation and long-term success.

    + Process Improvement & Cost Control:

    + Continuously assess and improve service processes to drive operational efficiencies, reduce costs, and increase profitability.

    + Implement best practices in service management and operational workflows, ensuring consistency and quality across all service functions.

    + Collaborate with cross-functional teams (e.g., sales, engineering, production) to streamline service operations and enhance customer offerings.

    + Financial & Budget Management:

    + Develop and manage service department budgets, ensuring cost-effective allocation of resources.

    + Monitor and report on financial performance, identifying areas for improvement or investment.

    + Analyze financial data to make informed decisions that optimize service operations and profitability.

    Requirements

    Qualifications:

    + Education:

    + Bachelor’s degree in Business Administration, Operations Management, Engineering, or a related field. MBA or equivalent advanced degree preferred.

    + Experience:

    + Minimum of 8-10 years of experience in operations management, with at least 5 years in a leadership role focused on service management, preferably in the manufacturing, services, or industrial sectors.

    + Proven track record of managing service teams, driving operational improvements, and achieving customer satisfaction targets.

    + Strong understanding service maintenance contracts, and service delivery processes.

    + Experience in managing budgets, financial performance, and cost control measures.

    + Skills:

    + Exceptional leadership and team management skills with the ability to motivate and guide teams toward achieving goals.

    + Strong problem-solving abilities, with the capacity to identify challenges and develop effective solutions.

    + Excellent communication and interpersonal skills, with the ability to interact effectively with customers, team members, and senior management.

    + Analytical mindset with the ability to interpret data and make data-driven decisions.

    + Proficient in service management software, CRM tools, and Microsoft Office Suite.

    Personal Attributes:

    + Strategic thinker with a hands-on approach to operational execution.

    + Strong customer service orientation and commitment to delivering high-quality service.

    + Adaptable, resilient, and able to thrive in a fast-paced, dynamic environment.

    + Detail-oriented with a focus on continuous improvement and process optimization.

     

    Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

     

    Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app (https://www.roberthalf.com/us/en/mobile-app) and get 1-tap apply, notifications of AI-matched jobs, and much more.

     

    All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

     

    • 2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking “Apply Now,” you’re agreeing to Robert Half’s Terms of Use (https://www.roberthalf.com/us/en/terms) .