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 position is responsible for leading the operational delivery of compliance solutions for the Driver and Employee service lines within Managed Services. This role focuses on ensuring processes are delivered on-time, with quality, and in line with client expectations while driving continuous improvement and operational excellence. The position requires strategic oversight to enhance revenue growth, service innovation, and efficiency, while managing a significant workforce and maintaining high-quality service delivery.

Responsibilities

• Lead the operational delivery of compliance solutions for Driver and Employee service lines.
• Ensure processes are delivered on-time, with quality, and within productivity objectives.
• Drive continuous improvement initiatives to support scalability and quality.
• Manage a team of three direct reports and oversee 200 indirect reports.
• 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 vendor relationships and maintain high-quality service delivery.
• Facilitate proactive account management and inter-service communication.
• Adhere to data security policies and maintain confidentiality of client information.

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.
• Strong verbal and written communication skills.
• Ability to develop and implement growth strategies.

Nice-to-haves

• Client service experience is desirable.
• Prior experience within the transportation industry is desirable.

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