Sr. Director of Service Operations

J. J. Keller & Associates - Neenah, WI

Full-time - Senior

Neenah, WI

101-250 employees

Professional, Scientific, and Technical Services

About the position

The Sr. Director of Service Operations at J. J. Keller & Associates, Inc. is responsible for leading the operational delivery of compliance solutions for Driver and Employee service lines within Managed Services. This role focuses on ensuring timely and quality service delivery while meeting productivity objectives and client expectations. The position requires strategic oversight to drive revenue growth, service innovation, and operational efficiency, while managing a team of three direct reports and 200 indirect reports. Continuous improvement and governance over service deliverables are key aspects of this role, which also involves collaboration with the Client Service team to maintain high-quality service and proactive account management.

Responsibilities

• Lead the operational delivery of compliance solutions for Driver and Employee service lines.
• Ensure processes are delivered on-time, with quality, and in line with client expectations.
• Build and maintain a leadership culture of Operational Excellence and Continuous Improvement.
• Deliver results in line with revenue and gross margin objectives.
• Forecast workload demand and determine optimum staffing models to meet customer SLAs.
• Manage budget planning and execution.
• Develop and retain associates through clear expectations and feedback.
• Manage the global workforce located in the J. J. Keller Center of Excellence-India.
• Identify and drive process improvement initiatives to support scalability and quality.
• Assist sales staff with engineering and closing complex Managed Services business.
• Manage vendor relationships and maintain high-quality service delivery.
• Facilitate proactive account management and inter-service communication.

Requirements

• Bachelor's Degree in a business-related field.
• 10+ years of experience in a service operations role within a growth-oriented organization.
• 5+ years in a senior leadership role, leading other leaders in an operational environment.
• Business process improvement experience with formal training and certification (LEAN, Six Sigma, etc.) is a plus.
• Client service experience is desirable.
• Prior experience within the transportation industry is desirable.

Nice-to-haves

• Strong verbal and written communication skills.
• Ability to develop and implement growth strategies.
• Strong business knowledge and principles.
• Ability to work and collaborate with various departments and cross-functional teams.

Benefits

• Annual Reviews and Merit Increases
• Top Management Discretionary Bonus Program
• Medical / Dental / Vision Insurance
• Retirement Programs: Annual Profit-Sharing and 401(k) with Employer Match
• Paid Time Off (PTO) + 9 Paid Company Holidays