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Become A Director Of Service And Operations

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Working As A Director Of Service And Operations

  • Making Decisions and Solving Problems
  • Communicating with Supervisors, Peers, or Subordinates
  • Getting Information
  • Coordinating the Work and Activities of Others
  • Guiding, Directing, and Motivating Subordinates
  • Deal with People

  • Make Decisions

  • Stressful

  • $130,000

    Average Salary

What Does A Director Of Service And Operations Do At Regeneron Pharmaceuticals

* Manage and oversee the comprehensive operations of ophthalmology reimbursement support, patient co-pay assistance support, and patient assistance programs to budget and performance metrics.
* It is expected that the successful candidate will continuously look for ways to improve operational efficiencies across all aspects of the program.
* Participate in the creation, design, and launch of reimbursement support and patient access program materials for the Patient Support Programs.
* Drive initiatives to ensure the Patient Support Programs provides best in class support to minimize reimbursement as a barrier in the physician office setting and enhance overall patient access to therapy.
* Minimizing reimbursement barriers will be measured by program KPI improvements.
* Plan, develop, execute and manage the communications (i.e., content and processes) of the reimbursement support and patient access programs.
* This includes communicating with and educating field teams, cross-functional stakeholders, and reporting on KPIs, SLAs, budget and other metrics.
* Collaborate with Marketing, Training, Legal, Regulatory, Analytics, Sales, Market Access field teams, and others to ensure optimal execution of patient access and reimbursement strategy.
* Understand and analyze program data to effectively communicate information on a consistent basis to different functional areas in the commercial organization (sr. management, field teams, marketing, market access).
* Comply with all laws, regulations and policies that govern the conduct of Regeneron activities

What Does A Director Of Service And Operations Do At Post Holdings

* Directs support staff; communicates job expectations; plans, monitors, and appraises job results; coaches, counsels, and holds employees accountable; initiates, coordinates, and enforces systems, policies, and procedures.
* Identifies manufacturing platforms both internally and externally to support revenue growth for commercial and retail business teams.
* Tracks productivity and performance for all lines while meeting and exceeding efficiency standards; identifies and eliminates bottlenecks to insure continuous improvement while creating flexibility, agility and pursuit of lowest landed cost improvement.
* Identifies asset reconfiguration needs, creates and executes action plans to maintain sufficient redundancy, leveraging lowest landed cost information to optimize cost of production.
* Oversees the creation, revision, and installation of strategic and tactical plans that provide the direction and focus needed to successfully achieve our business objectives.
* Coordinates with the cross functional business team to identify and implement enhancements to products and systems to maximize profitability and product quality goals.
* Supports succession planning and maintains staff by recruiting, selecting, orienting, and training employees.
* Identifies and develops personal growth opportunities for department managers.
* Develops and maintains technical knowledge of plant manufacturing processes

What Does A Director Of Service And Operations Do At Compass Group, North America

* Plans and directs the operation of the assigned region in support the Key Performance Indicators.
* Develops common direction for the team.
* Sets priorities and makes team agenda and strategy clear to all team members
* Participates in strategic planning meetings to develop objectives of the division and assigned region
* Develops, recommends and implements policies and procedures of the region to ensure maximum income from existing accounts
* Supports the development and implementation of clinical and patient service programs that meet client needs, regulatory agency requirements and meet client, patient and customer satisfaction
* Acquires profitable new business and expands existing business within the assigned geographic area.
* Participates in the sales process for the acquisition of new business.
* Coordinates the development of proposals and contracts.
* Prepares and conducts presentations to prospective clients
* Conducts Team meetings with Regional Team Members to discuss current objectives.
* Prepares agendas and conducts training sessions and presentations on issues regarding quality, safety and human resources
* Develops and maintains annual budget for the assigned region.
* Monitors financial reports of the region to ensure budgetary compliance with Regional and Corporate goals
* Develops and motivates an effective management and clinical staff to achieve Regional and Corporate goals and make efficient use of human resources
* Visits units regularly to inspect unit operations to ensure contract compliance.
* Participates in C
* A.R
* E audits
* Interfaces with existing clients to maintain client satisfaction and account retention
* Resolves client, patient and customer satisfaction or employee related complaints which have been elevated from Regional Directors of Operations.
* Interfaces with legal and human resources to obtain procedures for various customer and employee related charges
* Conducts appropriate annual and semi-annual performance evaluations
* Completes all daily, weekly or monthly reports as outlined in the corporate policy and procedures on a timely basis meeting all prescribed deadline
* Projects and practices consistent ownership attributes, which provide a high level of customer service at all points of contact
* Participates in Patient Visitation rounds with account management team during each site visit, ensures that Morrison Patient Visitation policies and procedures are followed
* Trains, motivates and develops management personnel to achieve high level of morale and efficient use of human resources

What Does A Director Of Service And Operations Do At AAA Northeast

* Functions as the market owner/leader for Automotive Services process and delivery, in assigned market, directing and coordinating the operational activities of Automotive Services functions to drive member satisfaction, streamline service delivery and ensure appropriate levels of engagement among staff.
* Oversees Reporting & analytics, Project Management and execution of strategic initiatives of Automotive Services Operations.
* Leverages data analyses to improve service levels, drive key initiatives, and increase efficiencies.
* Partners with and works through colleagues and peers in Call Center, Fleet Operations, Approved Auto Repair, Contractors, and other areas to achieve objectives.
* Leads and promotes a team oriented environment within Call Center, Fleet Operations, Field Operations, Dispatch and Automotive support departments to coordinate the internal and external phases of service delivery.
* Identifies opportunities to improve communication, timeliness and quality of service delivery.
* Determines information needs and analyzes data to determine trends, potential bottlenecks, opportunities for efficiency, and recommends most efficient deployment of resources.
* Reviews member feedback and procedural changes prior to implementation to assess feasibility to ensure the highest level of member service and to identify areas for service improvement.
* Participates in the Business Line strategic planning, annual operational planning, budgeting, and resource planning processes to enable achievement of objectives.
* Ability to ramp up quickly, learn the operation and understand details that link key partners in service delivery (AAR, Contractor Network, Fleet, Dispatch and Call Center) to each other, determining key points of contact and how best to leverage relationships in the future

What Does A Director Of Service And Operations Do At Wolters Kluwer

* Provide the necessary leadership in daily operations and long term strategic planning.
* This position is responsible for managing the day to day operations of the Service and Support teams, including but not limited to administration, operations, systems and facilities.
* Define business requirements for IT enhancements to existing or proposed support systems.
* Provide specific feedback to IT to aid in the identification and resolution of all system performance issues.
* Perform ad hoc project work in developing business rules and processes on an as needed basis.
* Develop and utilize performance metrics to track individual performance and manage staffing, workload, and management expectations accordingly.
* Coach, motivate and develop employees.
* Utilization of the Interface effectively with Sales, Marketing, Product Management and other departments as necessary including building relationships with customers.
* Identify opportunities for process improvements to eliminate non-value added components, which in turn will increase efficiencies, promote proactive interactions with customers that will result in increased profitability.
* Identify benchmarks according to industry standards and establish performance measurements.
* Ensure continuous communication regarding company, departmental and individual goals (i.e. organizational changes, new products, procedures, etc.) Provide clear direction and timely feedback to employees.
* Manage operating budget to ensure consistency with profit plans.
* Manage to department goals and individual goals.
* Coordinate special projects.
* Excellent written and oral communication skills are required.
* Must demonstrate sound judgment, tact and diplomacy in dealing with internal and external customers as well as the ability to handle confidential and/or proprietary information.
* Works on assignments that are complex in nature where sound judgment and influential strength is required to obtain buy-in for change.
* May determine own methods and procedures on new assignments and will provide guidance to other personnel as necessary.
* Accuracy, quality and results delivery are required in performing all functions of this position.
* Initiative and organization skills are extremely valuable to ensure a positive customer experience.
* Must possess self-motivation, enthusiasm, tenacity, a positive attitude and always perform as a team player.
* Keeps commitments, does what’s right, takes complete ownership of issues while delivering a superior customer experience.
* Builds cohesive teams, brings out the best from peers and subordinates while fostering teamwork and collaboration.
* Establishes trust and maintains relationships with peers, subordinates, Sr.
* Leadership and customers.
* Evaluates and decides personnel issues such as requests for time-off, scheduling issues and deployment of work.
* Provides on the job guidance, motivation and coaching to associates and Team leaders.
* Leads by example.
* Recommends and administers input for annual reviews, recognition, and disciplinary action.
* Demonstrates an approachable style by words and actions.
* Interviews effectively, to evaluate and make recommendations to management on potential hires.
* Communicates clearly with diverse employee and customer base.
* Demonstrates exceptional people skills, exhibits the ability to work comfortably with individuals at all levels within the company.
* Able to communicate upward and downward in the organization via both verbal and written form.
* Demonstrates persistence and a sense of appropriate urgency to build a culture of customer centricity, employee engagement and trust at all levels.
* Comfortable with challenging established standards and performance measurements to drive positive change throughout the CTLS organization.
* Demonstrates the ability to function effectively in ambiguous situations via relentless and resourceful activity.
* Results oriented with the ability, to set priorities, deliver superior quality and meet aggressive timelines.
* Capable of multi-tasking on a daily basis according to business needs.
* Responsible for meeting goals and objectives from the Client Services VP and other members of the executive team.
* Clear ability to network and leverage resources from other key stakeholders across the CTLS and the other divisions within Wolters Kluwer.
* Demonstrates a customer oriented approach in the way problems or challenges are addressed, while maintaining a focus towards the business goals.
* Creative in dealing with shifting requirements and comfortable in high pressure situations.
* Strong attention to detail and organizational skills.
* Comfortable juggling multiple assignments concurrently.
* Committed to contributing whatever is necessary to complete pending assignments.
* Evangelizes the benefits of change effectively and courageously.
* Anticipates problems or needed process improvements and generates ideas followed up with a bias for action and results.
* Acts independently to determine methods and procedures.
* Evaluates situations that impact the service organization and decide level of support and response required.
* Routinely looks to existing and new processes that can be monetized to drive new revenue streams and build an enhanced customer experience.
* Ability to clearly communicate with diverse customer and employee base.
* Demonstrated problem solving and analytical ability utilized to drive data driven conclusions and recommendations.
* Capable of utilizing good judgment and making sound decisions.
* May be required to perform other related duties as required or assigned

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How To Become A Director Of Service And Operations

Although education and training requirements vary widely by position and industry, many top executives have at least a bachelor’s degree and a considerable amount of work experience. 


Many top executives have a bachelor’s or master’s degree in business administration or in an area related to their field of work. Top executives in the public sector often have a degree in business administration, public administration, law, or the liberal arts. Top executives of large corporations often have a master’s degree in business administration (MBA).

College presidents and school superintendents are typically required to have a master’s degree, although a doctorate is often preferred.

Although many mayors, governors, or other public sector executives have at least a bachelor’s degree, these positions typically do not have any specific education requirements.

Work Experience in a Related Occupation

Many top executives advance within their own firm, moving up from lower level managerial or supervisory positions. However, other companies may prefer to hire qualified candidates from outside their organization. Top executives who are promoted from lower level positions may be able to substitute experience for education to move up in the company. For example, in industries such as retail trade or transportation, workers without a college degree may work their way up to higher levels within the company to become executives or general managers.

Chief executives typically need extensive managerial experience. Executives are also expected to have experience in the organization’s area of specialty. Most general and operations managers hired from outside an organization need lower level supervisory or management experience in a related field.

Some general managers advance to higher level managerial or executive positions. Company training programs, executive development programs, and certification can often benefit managers or executives hoping to advance.

Important Qualities

Communication skills. Top executives must be able to communicate clearly and persuasively. They must effectively discuss issues and negotiate with others, direct subordinates, and explain their policies and decisions to those within and outside the organization.

Decisionmaking skills. Top executives need decisionmaking skills when setting policies and managing an organization. They must assess different options and choose the best course of action, often daily.

Leadership skills. Top executives must be able to lead an organization successfully by coordinating policies, people, and resources.

Management skills. Top executives must shape and direct the operations of an organization. For example, they must manage business plans, employees, and budgets.

Problem-solving skills. Top executives need to identify and resolve issues within an organization. They must be able to recognize shortcomings and effectively carry out solutions.

Time-management skills. Top executives do many tasks at the same time, typically under their own direction, to ensure that their work gets done and that they meet their goals.

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Director Of Service And Operations jobs

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Director Of Service And Operations Demographics


  • Male

  • Female

  • Unknown



  • White

  • Hispanic or Latino

  • Asian

  • Unknown

  • Black or African American

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Languages Spoken

  • Spanish

  • French

  • Japanese

  • Carrier

  • Swedish

  • Dutch

  • German

  • Cantonese

  • Norwegian

  • Arabic

  • Italian

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Director Of Service And Operations

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Real Director Of Service And Operations Salaries

Job Title Company Location Start Date Salary
Managing Director, Treasury Services Operations Jpmorgan Chase & Co New York, NY Oct 01, 2013 $220,000 -
Director, Client Service Operations Equinix, Inc. Redwood City, CA Nov 24, 2014 $188,448
Director of Service Operations Contec, LLC San Jose, CA Dec 20, 2016 $187,970
Director, Client Service Operations Equinix, Inc. Redwood City, CA Oct 01, 2015 $182,108
Senior Director of Service Operations Gamesa Wind Us Trevose, PA Jul 11, 2016 $175,000 -
Director, Client Service Operations Equinix, Inc. Redwood City, CA Oct 01, 2012 $170,000
Director Operation Services SSAB Enterprises, LLC Lisle, IL Nov 09, 2009 $145,000
Director Operation Services SSAB Enterprises, LLC Lisle, IL Nov 16, 2009 $145,000
Director, Operation Services SSAB Enterprises, LLC Lisle, IL Oct 26, 2009 $145,000
Director, Operations Services SSAB Enterprises, LLC Lisle, IL Oct 26, 2009 $145,000
Director Operation Services SSAB Enterprises, LLC Lisle, IL Oct 26, 2009 $145,000
Director of Operations and Client Services Cota, Inc. New York, NY May 25, 2015 $140,000
Director, Service Operations, Global Services & SU Akamai Technologies, Inc. Cambridge, MA May 06, 2010 $140,000 -
Director-Content Service Operations Virgin Mobile USA, L.P. Los Angeles, CA Oct 01, 2009 $135,000
Director Client Service & Operations SS Holdings Group LLC Iselin, NJ Mar 11, 2014 $125,000
Director Client Service & Operations SS Holdings Group LLC Iselin, NJ Mar 19, 2014 $125,000
Director of Hosted Service Operations Globecomm Systems Inc. Hauppauge, NY Oct 01, 2009 $123,000
Director Operations Services Exterran Energy Solutions, L.P. Yukon, OK Mar 13, 2013 $120,000
Director, Operational Services Carstar Franchise Systems, Inc. Overland Park, KS Mar 17, 2010 $101,000

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Top Skills for A Director Of Service And Operations


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Top Director Of Service And Operations Skills

  1. Financial Performance
  2. Ensure Compliance
  3. Customer Service Operations
You can check out examples of real life uses of top skills on resumes here:
  • Tied technical / financial performance to incentive plans for all service / implementation positions.
  • Develop and implement standardized procedures for systems and controls to ensure compliance with quality standards and financial accountability.
  • Managed Minnesota customer service operations encompassing business office, service center, repair and collections; supervised 400-member team.
  • Managed overall service delivery processes to monitor compliance with defined business rules and maintain consistency service delivery.
  • Drive client retention by ensuring a positive customer experience to meet the manufacturer's customer satisfaction objectives.

Top Director Of Service And Operations Employers

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