Services Operations Director

Illuminate Education - Irvine, California - Full time

Position Overview

The Services Operations Director will work on the Operations team, working closely with Services Leadership to drive continuous improvement, a culture of data-driven decision-making, and successful implementation of new programs. Services Operations will work to ensure that Operations initiatives are fully integrated into program design and decision making.

Reporting to the Vice President of Operations, the Services Operations Director will collaborate closely with Services leadership to identify market and team-specific opportunities to accelerate service excellence and efficiency across Customer Success, Customer Support, Learning and Development, and On-boarding teams.

Key Responsibilities

  • Work under the VP Operations, and dotted line to Services SVP, to institutionalize and continuously evolve the Services strategy supported by an operations roadmap
  • Forecasting: Implement Forecasting process within Services; identify key trends and drive forecasting accuracy across critical metrics
  • Analytics – Establish reporting, insights, and advanced analytics into key success indicators as defined by Services Leadership, Operations, and FP&A teams
  • Measuring Services Strategy & Optimization - drive performance through a data-driven approach to optimization. Establish regular cadence to measuring, reviewing, and determining actions based on data.
  • Collaborate with Services leadership to gather needs, challenges and growth opportunities that would inform the strategy and roadmap.
  • Evolve Services metrics tracking, reporting, measurement to provide actionable insight on the services business, people, process, and tools.
  • Collaborate with Sales, Product, and Services teams to successfully deliver on enterprise solutions for clients.
  • Lead development of and launch metrics, including reports and dashboards, for resource planning, business performance assessment and project delivery monitoring.
  • Work as liaison between Services and IT teams to ensure systems meet the needs of the Services processes

Desired Experience & Qualifications

  • Strong analytical and quantitative skills; ability to use hard data and metrics to back up assumptions and concepts
  • BA/BS or equivalent
  • 5+ years of Services Operations management experience, preferably at growth-stage SaaS Enterprise software company
  • 7+ years of related work experience in strategic enterprise professional services operations
  • Proven experience of rolling out Enterprise Operational Excellence
  • Proven experience of collaborating closely with business leaders to understand needs of clients and roll out solutions and processes to increase client satisfaction and success
  • Track record of leading, coaching, and developing high performing, distributed Professional and Client Services teams
  • Experience with Salesforce required; experience with Adaptive preferred but not required

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Experience Level

Mid Level

Illuminate Education

Illuminate Education partners with K-12 educators to equip them with data to serve the whole child and reach new levels of student performance. 

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