Director, Global Services Operations & Excellence

📋 Description

• Build and lead the global services operations team, defining its charter, organizational structure
• Oversee global capacity planning, resource allocation, instructor and consultant scheduling, and
• Manage the complete service delivery lifecycle, from sales handoff and scheduling to logistics
• Establish escalation procedures and resolve operational challenges, including cancellations
• Define and monitor key performance indicators, including utilization, on-time delivery
• Develop operational dashboards and reporting processes to provide leadership with actionable

🎯 Requirements

• At least 8 years of experience in service delivery, professional services, or training operations
• Demonstrated experience establishing a new operations, service excellence, or similar function
• Proven track record of improving operational performance through increased utilization, reduced
• Experience developing service delivery quality frameworks, facilitator performance reviews, service
• Experience managing managers, coordinators, or distributed operational teams across multiple time
• Strong expertise in capacity planning, resource scheduling, forecasting, and utilization management

🎁 Benefits

• Eligibility to participate in a company bonus program.
• Generous flexible paid time off, company holidays, and volunteer time.
• Comprehensive medical, dental, and vision insurance.
• Life insurance and long-term disability coverage.
• Retirement savings plan (RRSP) with company matching.
• Access to LinkedIn Learning and professional development resources.