Director, Global Operations

POSITION SUMMARY:

The Director, Global Operations has accountability for ensuring successful client service and enhancing the client and customer experience, including client satisfaction and retention, revenue generation and profitability.

The Director is responsible for the day-to-day activities of the operations teams, serves as one of several subject matter experts pertinent to Altair global operations, partners with Client Solutions, Client Services, Sales and other team members to ensure a superior client experience. Works closely with Operational Excellence to identify ways to improve the customer experience, and to create efficiencies and effective procedures within Operations. This role serves as a key people leader with responsibility for contributing to building and supporting a culture of inclusion and high team member engagement.

ESSENTIAL FUNCTIONS

Overall

1. Manage effectively within a hybrid model
2. Ability to see the overall business landscape and how Operations contributes in order to strategically lead and identify areas of improvement
3. Ensure resolution of client and customer issues
4. Utilize a strong data acumen and knowledge of output systems to support internal and client reporting. Ensure data accuracy and follow up on revisions as needed
5. Communicate and partner with Client Services on timely solutions and service recovery
6. Recommend and advise on policy updates/revisions to improve a client's program and the customers' experience
7. Focus on the overall region and team member experience being inclusive to all team members within the hybrid work environment
8. Support Business Development with new opportunities, as an operational subject matter expert for RFPs, RFIs, and best and final presentations

Operations

1. Manage daily operations activities within a hybrid work model by directing staff on file issues and communicating resolution to client contact
2. Work collaboratively within a cross-functional team to use appropriate resources and resolve customer and client issues in a timely manner
3. Partner with and provide direct oversight to Operations Managers to strengthen their team processes, functionality and efficiencies
4. Monitor operations teams' compliance with internal process and procedure requirement including meeting established X-check criteria and ensuring high quality data integrity through management of company and individual metrics
5. Ensure professional development of team members
6. Review caseloads and adjust resources as appropriate
7. Manage, develop and retain operations managers
8. Ensure team compliance and rigor around data integrity and client service level agreements where appropriate

EDUCATION

Bachelor’s Degree or the equivalent combination of experience, skills and education

REQUIRED

1. Multiple years successfully managing global service teams (domestic and international) or in positions of increasing responsibility including people management, within relocation or adjacent industries
2. Comprehensive knowledge of international and domestic relocation from an operational standpoint
3. Strong cross-collaboration skills
4. Advanced knowledge of various software packages, including but not limited to, Microsoft products
5. Ability to communicate effectively at all levels within organizations; verbal and written
6. Demonstrated problem solving ability
7. Location is Walnut Creek, CA

Must be eligible to work in the U.S. without visa sponsorship

ESSENTIAL PHYSICAL FUNCTIONS

Individual must be able to travel independently for company business as required/requested. Must be able to carry, move and lift 20 pounds of luggage without assistance. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EQUIPMENT USED:

Individuals must be able to use standard company equipment, such as computer and systems contained therein, phone system, fax, printer, copy machine and other equipment as required by position, Company and/or client.

WORK ENVIRONMENT:

Office setting and/or home office work environment. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Team members must demonstrate knowledge of, and support, the company vision and value statements, policies and procedures, confidentiality standards, inclusion and diversity initiatives and code of business conduct.

Compensation range for this position is $115,000 - $140,000 USD, dependent on experience, skills and location.

Education

Preferred

1. Bachelors or better