We are seeking a dynamic and experienced leader to oversee our operations, quality, and client services departments. The ideal candidate will possess a strong background in business management, a proven ability to drive efficiency and excellence, and a passion for fostering an ethical, client-focused culture. This role requires strategic thinking, exceptional organizational skills, and the ability to collaborate across teams to achieve both short-term and long-term company goals.

Job Responsibilities:

• Oversee the operations, quality, and client services departments, ensuring seamless integration of their respective functions and fostering a cohesive work environment.
• Promote an ethical culture where all departments can voice observations candidly, driving continuous improvement and prioritizing client needs.
• Strategize and implement initiatives aligned with the company's short-term and long-term goals.
• Develop and maintain standard operating procedures (SOPs), recommending adjustments to enhance accuracy and efficiency.
• Establish quantitative and qualitative KPIs to measure productivity, response times, and quality metrics, ensuring departmental efficiency and effectiveness.
• Evaluate client reports, assessing account success and satisfaction, providing direction to departments, and recommending improvements.
• Plan schedules based on new accounts, test accounts, and team bandwidth, proactively adapting to client needs and business operations.
• Strategically plan training schedules with trainers to ensure team members are cross-trained on various concepts and systems.
• Ensure the execution of new account processes, understanding deliverables for each client.
• Understand client needs, preferences, and pain points to consistently deliver high-quality reports.
• Manage ad-hoc requests effectively, balancing customer service, efficiency, and quality.
• Conduct periodic stress tests to identify improvement areas, perform root cause analyses, and present strategies to executive management.
• Perform daily audits of reports, track quality metrics, and provide feedback to managers for swift improvements.
• Maintain compliant and nonconformance processes through records and tracking systems, including root cause and corrective actions.
• Develop a deep understanding of the client portfolio, responding dynamically to their needs and challenges.
• Collaborate with vendors and clients to understand goals and troubleshoot issues.
• Assess departmental bandwidth to determine hiring needs, escalating to HR and the COO proactively to prevent bottlenecks.
• Perform additional tasks as required.

Qualifications:

• 7+ years of leadership experience in customer service, quality assurance, production, logistics, loss prevention, or asset protection; a blend of industry experience is preferred.
• Bachelor’s degree in business administration or a related field is required.
• Thorough understanding of standard practices, theories, and policies in operations and business management.
• Proficient in MS Office applications.
• Demonstrates discretion and the ability to handle sensitive and confidential material.
• Outstanding interpersonal skills with tact and professionalism in interacting with personnel at all levels.
• Consistently produces high-quality work.
• Strong organizational, analytical, and time-management skills.
• Self-motivated, capable of working independently and collaboratively.
• Excellent verbal and written communication skills.