Director of Operations

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 RESPONSIBILITIESDrive 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