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DIRECTOR SERVICE OPERATIONS in Memphis, TN at Terminix

Date Posted: 11/26/2018

Job Snapshot

Job Description



Position Overview

Identifies process improvement opportunities, develops implementation plans for process improvement initiatives. Identifies process gaps and implements process solutions to address and improve operational deficiencies. Designs and implements Quality Audit program. Establishes and maintains ongoing metrics for quality assurance and customer reporting. Suggests technology improvements and ensure technology projects are completed and implemented. Develops and oversees new technology field and customer training.



Job Responsibilities

  • Identifies process improvement opportunities, develops implementation plans for process improvement initiatives.
  • Directs and/or influences implementation by performing consultative support for operations strategy, policy design and procedures.
  • Develops long- and short-term process improvement strategies for enhanced positive and effective interactions among and between internal and external customer groups (e.g. interdepartmental, intradepartmental, function, field, and geography.)
  • Designs and implements Quality Audit program.
  • Establishes and maintains ongoing metrics for quality assurance and customer reporting.
  • Identifies process gaps and implements process solutions to address and improve operational deficiencies including adherence to service, handheld, and protocol compliance objectives.
  • Ensures proper work efficiencies, cost savings, and accountability amongst management and associate teams.
  • Develops training and oversees implementation of new technology for internal and external customers.
  • Suggests technology improvements and ensure technology projects are completed and implemented correctly. (e.g. Connect, Corrigo, Billing, Middleware/Handhelds)


Job Requirements

  • BS/BA degree in related discipline required
  • Generally 6- 8 years experience in a related field
  • Prior management/director level experience required
  • MS/MA degree preferred
  • Commercial/B2B experience preferred
  • Industry experience preferred
  • Ability to think strategically and implement tactical operations
  • Ability to proactively and quickly assess problems and devise resolutions
  • Demonstrated success partnering with business leaders, colleagues and all levels within the corporate hierarchy.
  • Ability to lead and direct others (including peers) by influence in lieu of direct management authority.
  • Quantitative and qualitative analysis skills
  • Project management and implementation skills
  • Presentation and communications skills
  • Computer skills with Microsoft Office applications (Word, Excel, PowerPoint, Outlook)


Physical Demands and Working Conditions

The physical demands are representative of those that must be met by an employee to perform the essential function to this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Incumbent must be prepared to:

  • Move up to 10 pounds occasionally, by lifting, carrying, pushing, pulling, or otherwise repositioning objects.
  • Sitting for long periods of time while using office equipment such as computers, phones and etc.
  • Fingering and Repetitive motions; such as movement of wrists, hands and fingers while picking, pinching and typing during your normal working environment.
  • Express or exchange ideas with others through the use of spoken word, quickly, accurately, and at an easily audible volume, and receive detailed information through oral communication at usual speaking levels without correction, and/or make fine discriminations in the nature of sounds in the environment.


Incumbent is required to have:

  • Close visual acuity to perform detail oriented activities at distances close to the eyes, as well as visual acuity to perform activities at or within arm’s reach with skill, control, and accuracy, such as preparing and analyzing data, viewing computer screen and expansive reading.

Incumbent will be subject to:

  • Inside working conditions: The change of building environment such as with or without air conditioning and heating.

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