Job Summary:

The DSSI Operations Manager will lead the execution of a subset of operations tasks, tickets and project deliverables within the business unit. This leader is also responsible for the definition and execution of team level objectives and strategy while providing mentorship, career development and acting as an escalation point for team members. This leadership position will be responsible for helping reinvent DSSI's service delivery model by reinforcing our ability to resolve customer issues on the first pass by any partner in DSSI Operations (First Touch Resolution). The leader will also help drive self-service solutions with our line of business leaders, ultimately contributing to the establishment of a scalable Operations department.

Reports to: Senior Manager, Operations

Company:

Direct Supply is the nation's leading supplier of equipment, services and eCommerce systems to the Senior Living profession. Since 1985, we have assembled one of the brightest, hardest-working teams in America. Our high-tech culture is fast paced, and our business continues to grow at an astounding rate year after year. Best of all, we are a Milwaukee-based, 100% employee-owned company that offers great opportunities for ambitious, motivated people.

Essential Job Functions and Leadership Responsibilities:

• Lead and develop a team to deliver on service, quality and productivity expectations and improvements for DSSI and its customers.
• Oversee day-to-day processes and activities of the team.
• Serve as an escalation point for DSSI Operations to resolve external or internal challenges.
• Develop and implement a First Touch Resolution approach in conjunction with other leaders and partners.
• Enable adoption of self-service tools for providers and suppliers to support a scalable Operations department.
• Ability to reinvent service delivery methods in a big way through people, process and technology.
• Leverages strategic mindset and healthy disdain for the status quo to move the business into new frontiers through more self-service and a 'touchless' customer experience.
• Partner with business leaders to develop and execute business and operational plans.
• Drive process improvement philosophy and methodology pertaining to Operations ensuring continuous improvement and quality.
• Create, implement and communicate metrics to track results and performance.
• Oversee project completion of direct reports while helping to overcome roadblocks.
• Collaborate with leaders to set and execute goals and strategies to ensure objectives are successfully met.
• Hire and develop operations partners including conducting regular performance reviews, performance management, individual development plans, and career pathing.
• Participate in other projects as assigned.

Minimum Qualifications:

• Bachelor's degree in Technology or Business Related Field
• 3+ years' Operations experience
• 1-3 years of management responsibility
• Experience leading individuals working in technical configuration roles (SQL, EDI, HTML)

Additional Preferred Skills:

• Demonstrated experience and skills managing a high-volume transaction environment such as eCommerce, insurance or financial services
• Experience leading customer support or call center operations

Competencies:

• Approachability
• Customer Focus
• Developing Direct Reports and Others
• Integrity and Trust
• Decision Quality
• Managerial Courage
• Personal Learning
• Creativity
• Drive for Results
• Business Acumen
• Motivating Others
• Organizing