Director of Operations – Services Delivery
El Paso, Texas, United States On-site
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About the role
We are seeking a results-driven Director of Operations to lead service delivery in a technical, labor-intensive operating environment. This role is responsible for translating business strategy into disciplined execution across people, process, technology, and performance. Success in this role is measured by consistent service execution, achievement of SLA and KPI targets, improved labor efficiency, reduced errors and rework, stronger employee engagement and retention, effective leadership bench strength, and sustained delivery of Lean and continuous improvement results that enhance customer experience and operational performance.
What you'll bring
- Bachelor’s degree in Operations Management, Business, Engineering, Supply Chain, Industrial Engineering, or a related field
- equivalent experience may be considered.
- 8+ years of progressive operations leadership experience, including significant responsibility in a service delivery, business process, technical service, logistics, document processing, field service, or similarly labor-intensive environment.
- Demonstrated success leading workforce management functions such as forecasting, staffing, scheduling, labor planning, and productivity optimization.
- Strong working knowledge of Lean, continuous improvement, Kaizen, standard work, visual management, and root cause problem solving.
- Proven experience using data, metrics, and dashboards to manage performance and drive operational decisions.
- Experience leading managers and frontline teams in fast-paced environments with variable volumes, strict service levels, and high quality expectations.
- Strong financial and business acumen, including budgeting, cost control, and resource planning.
- Excellent communication, stakeholder management, and cross-functional collaboration skills.
- Advanced proficiency in Excel and experience with workforce management, reporting, and operational systems.
- Lean Six Sigma certification or formal continuous improvement training.
- Experience in technical services, document processing, managed services, field operations, mailroom, logistics, or back-office operations environment.