Director, Operations

Director, Operations - Australia/New Zealand Job Category : Support
Requisition Number : DIREC001729
Job Type : Full-Time, Hybrid
Locations Australia - Australia
1800 International Park Dr
Australia, 35243, AUS
The Director, Customer Operations at Command Alkon is responsible for the operational management of the Customer Operations organization, including Implementation and Advisory Services, Customer Support, and Customer Success for assigned geographies.
Reporting to the Theatre Vice President, this is a senior level role for an experienced leader overseeing Managers and Senior Managers.
Responsible for specific functions within Customer Support and Professional Services across designated countries.
Collaborates with the Vice President to align team mission, structure, and talent needs with the overall business unit strategy.
Cultivates cross-functional influence to support broader company strategic initiatives.
Represents the company to customers, conveying strategic messages and understanding customer needs.

How You'll Succeed: Success is achieved by recognizing revenue steadily while maintaining professional service margins and utilization.
In customer support, this involves meeting SLAs, achieving support margins, and attaining positive customer NPS results.

Vision and Culture: Collaborates with senior leadership to align the team's vision with the broader vision for the countries.
Engages the team in this mission and vision, ensuring that each member understands their role and contribution.

Leadership and Talent Development: Collaborates with the Senior Director and/or VP, alongside Global Functional Leads, to define the talent model for the team, including capacity, skills, training, and development plans.
Works with Managers and Senior Managers to implement this talent model, leading recruiting and onboarding efforts in partnership with the People Team.
Ensures a well-defined training process for new team members, including Managers, Senior Managers, and Individual Contributors, with appropriate support structures to ensure their success.
Fosters connections and relationships within the team and across peer groups to enhance team member engagement and build development plans, aligning assignments with team members' passions to meet business objectives.
Guides and challenges the team to grow through their positions and responsibilities towards their next career milestones.
Coaches team members based on their strengths and areas for development.
Recognizes achievements and provides transparent feedback when expectations are not met.
Differentiates rewards and compensation for high performers and high-potential talent within the team.

Collaboration: Ensures effective collaboration between the department and other departments to create a seamless customer journey.
Develops the ability to work with peer leaders and senior leadership to contribute to strategic corporate initiatives.

Delivering Customer Outcomes: Collaborates with Senior Managers or Directors to define the desired outcomes for successful product implementations, consulting engagements, and support services.
Converts these outcomes into standard work products for the team.
Engages in sales opportunities, educating customers on the value of these outcomes and accurately scoping, sizing, pricing, and managing risks for non-standard work.
Oversees a portfolio of customer implementations and consulting engagements, ensuring compliance with the company's Global Support Guidelines.
Establishes clear metrics and measures to ensure team members effectively deliver on standard work outcomes.
Coaches and supports the team in overcoming obstacles to meet scope commitments and SLAs for customers.
Acts as a point of escalation for Project Managers and Support Managers when additional assistance is needed due to resource constraints, quality challenges, or other issues.

Innovation: Demonstrates extensive experience in creating new offerings, pricing, and packaging to address emerging customer needs.
Recognized as an expert in scaling efficient delivery models within a specific geography.
Effectively equips the team to seamlessly adopt new offers and models.

Creating Operational Excellence: Collaborates with senior leadership to establish a standard system of tools, processes, and metrics that drive productivity and accountability within the team, ensuring their adoption.
Develops cross-functional partnerships to align tools, processes, and metrics across the organization.
Fosters a culture of continuous improvement within the team.
Understands key performance indicators such as revenue, utilization, efficiency, quality, and customer success, consistently striving to exceed these targets.
Applies LEAN design principles and Six Sigma methodologies to eliminate waste and enhance process controls.
Manages time-to-value and time-to-revenue cycles for ARR activation across multiple product lines or regions.

Drive Financial Results: Efficiently manages the expense budget.
Achieves the team's utilization target to meet annual revenue commitments.

What You Bring:
+10 years of progressive growth experience across the following areas: Vision casting and culture building – Leading teams to establish a mission and vision and enrolling teams in that mission.
People leadership – As a manager of managers, developing leaders and individual contributors to achieve exceptional team performance.
Creating long-lasting connections and relationships in a global operating environment.
Service delivery – Designing and implementing implementation, support, and customer success/account management service delivery models.
Intimate knowledge of technology implementation and support key performance indicators and actions to take to improve performance against them in heterogeneous hardware, software, and systems integration environments.
Customer Focus and Sponsorship – Relentless desire to deliver an exceptional customer experience and to ensure customers are achieving successful outcomes in the adoption of technology.
Ability to navigate complex executive communication with customers and provide a point of executive sponsorship and accountability in the service delivery process.
Continuous improvement – A mindset for seeking to understand the root cause of customer problems and eliminating those problems in the future.
A drive to push the boundaries of what's possible in making service delivery as efficient and repeatable as possible.
Innovation – Success in the design and deployment of an engaging and insightful digital customer experience.
History of bringing new service offerings to market to improve customer outcomes and grow revenue.
Systems – Knowledge of Customer Relationship Management (Salesforce) and Professional Services Automation (FinancialForce) tools and the ability to align technology and automation with the organizational mission and vision.
Who You Are:
Drives Vision and Purpose: You paint a compelling picture of the vision and strategy that motivates others to action.
Global Perspective: You take a broad view when approaching issues using a global lens.
Action Oriented: You take on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
Strategic Mindset: You see ahead to future possibilities and translate them into breakthrough strategies.
Drives Results: You consistently achieve results, even under tough circumstances.
All Company Core Competencies:
Customer Focus: You build strong customer relationships and deliver customer-centric solutions.
Cultivates Innovation: You create new and better ways for the organization to be successful.
Collaborates: You build partnerships and work collaboratively with others to meet shared objectives.
Instills Trust: You gain the confidence and trust of others through honesty, integrity, and authenticity.
Self-Development: You actively seek new ways to grow and be challenged using both formal and informal development channels.
Develops Talent: You develop people to meet both their career goals and the organization's goals.
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