About this role
The Director of Operations is responsible for actively leading the design, standardization, quality, efficiency, innovation, and improvement of robust operations processes, the equipment, technology, systems, tools, and training that support them, and the quality of the resulting product and service outcomes for customers. As a key member of the leadership team, they play a crucial role in maintaining Nearmap's reputation for excellence in our industry.
KEY RESPONSIBILITIES
Drive daily performance of operations teams to exceed service and quality levels (SLAs) while operating within budget frameworkEnsure customer services are delivered on schedule, within scope, and in compliance with all quality and service level standardsEstablish and maintain Quality Control/Quality Assurance programs that exceed customer requirementsDevelop, document, and control procedures, processes, standards, and training for operations-related activities in coordination with functional area subject matter expertsDesign and implement standard workflows, processes, continuous improvement initiatives, and training programsFoster an employee engagement culture that aligns, enables, and empowers teams to increase quality, customer satisfaction, safety, productivity, and innovationCollaborate with Product, Sales, and Technology teams on new and improved services, including user requirements definition and user acceptance testingLead and coordinate incident response teams to ensure countermeasures are in place to meet Service Level Agreements while defect or deficiency resolutions are in progressPrepare monthly and quarterly operational performance reports and projections; develop key performance indicators and metricsMonitor customer contracts and relevant industry information to ensure compliance with customer requirements, applicable laws, regulations, and policiesContribute to the development, formulation, and execution of operations budget, strategy, initiatives, project planning, policies, programs, and objectivesOversee management of and relationships with partners and vendors involved in service delivery requirementsManage capital budget and approve expenditures related to maintaining services and processes, including oversight of major projectsLead and support Disaster Recovery and Business Continuity planning for the Operations GroupOversee requirements related to depositions and subpoenas
EDUCATION & EXPERIENCE
REQUIRED
Bachelor’s Degree or an equivalent combination of industry related experience and educationAt least seven (7) years of management experience in a production-based environmentHands-on experience with evolving processes in a continuous improvement environmentProven experience of Quality Control, Quality Assurance, and/or Statistical analysisProven ability to mobilize and lead work teams to implement initiatives and projectsProject management, organization, scheduling, and coordination skillsStrong collaborative and interpersonal skillsEffective analytical and problem-solving skillsExcellent written and verbal and presentation communication skillsStrong working knowledge of all applications of Microsoft OfficePREFERRED
Experience working within an Agile or similar environmentCertification in continuous improvement, project management, or quality assuranceExpertise in one or more Nearmap product industries, property insurance, and/or managed repairSalesforce ExperienceKEY COMPETENCIES
Strategic Orientation: ability to contribute to the overall strategy, culture and financial success of the company with specific expertise in strategic planning and executionLeadership: ability to handle tasks and work independently and intentionally develop and utilize positive leadership traitsCreative Thinking: ability to demonstrate conceptual creative thinking, taking an idea and visualize/describe the opportunity, then recognize the potential fit with culture and product linesIntegrity and Ethics: ability to gain the confidence and trust of others through honesty, authenticity, taking responsibility for own actions, and telling the truthAccountability: ability to act with a clear sense of ownership; takes personal responsibility for decisions, actions, deliverables, and failures; establishes clear responsibilities and processes for monitoring work and measuring results; embraces experimentation, creativity, and positive changeCultural Competence: ability to understand and respect values, attitudes, beliefs, and morals of the member that differ across cultures, and to consider and respond appropriately to these differences in planning, implementing, and evaluating health programs and interventions We move fast and work smart; often wearing multiple hats. We adapted to remote working with ease and are continually looking at ways to improve. We’re proud of our inclusive, supportive culture, and maintain a safe environment where everyone feels a sense of belonging and can be themselves.
In addition to your annual leave, Nearmap offers:
4 extra "YOU" days off each year—take a break, no questions asked!
Company-sponsored volunteering days to give back.
Generous parental leave policies for growing families.
Work from Overseas Policy - explore the world in the approved list of cities while you work!
Discounted Private Health Insurance plans.
A Nearmap subscription (naturally!).
Learn More About The Work We Do:
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LinkedIn Page
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