Director of Service Delivery

CorTalent - Eden Prairie, MN

Position Summary

The Director of Service Delivery will be responsible for leading and managing a diverse team of customer success, logistics, and administrative professionals responsible for the delivery of our high-compute hosting services to our customers. The Director of Service Delivery will focus on building relationships with our customers, developing efficient, cross-functional, customer centric processes, and creating a positive customer experience in all areas.

Essential Functions

  • Responsible for the hiring, onboarding, training, developing, and managing a high-performing team responsible for the delivery of our hosting services. The team will be directly responsible for customer onboarding, deployment of customer equipment to our facilities, equipment repair and RMA programs, ongoing customer service, and problem resolution.
  • Define, collect, and monitor data on all steps of service delivery operations, create dashboards and reports to visualize and communicate key performance indicators.
  • Lead efforts to continually improve the end-to-end customer experience. Create processes and procedures to ensure Compute North can provide a consistently positive experience for all customers.
  • Leads cross-functional teams to work through customer issues. This includes proactively communicating with external and internal teams, providing direction and oversight to the team members, and ensuring customer and business needs are ultimately met.
  • Partner with Site Operations, EPC, Network Operations, and other teams to establish the policies, cross-functional processes, and internal SLAs that can scale with the business and deliver a consistent positive customer experience.
  • Resolve escalated problems to maintain strong customer experience levels.
  • Develop and maintain customer specific performance metrics and scorecards to identify opportunities for improvement.
  • Contribute towards various non-routine responsibilities, projects, and company growth initiatives.

Experience Requirements

  • 8+ years of experience as the leader of Operations and/or Customer Service teams
  • Proven experience scaling operations and/or customer services organizations

Educational Requirements

Skill Requirements

  • Strong people leadership skills and experience building, developing, and leading a multi-layered team with diverse roles
  • Excellent written and verbal communication skills, including the ability to interact well with people at all levels within an organization and with various degrees of technical expertise
  • Strong strategic, analytical, and critical thinking skills; ability to break down complex problems, troubleshoot and formulate plans
  • Demonstrated financial acumen. Ability to establish, maintain, and manage to budgets.
  • Self-motivated, proactive, and resourceful.

Core Values Requirements

The essential functions listed above are what you are expected to do in your position while Compute North’s core values describe how you perform your duties each day.

  • Integrity – Build a foundation of trust through honesty and integrity
  • Commitment – To our customers, our teams, and our company
  • Drive – Have a sense of urgency around everything we do
  • Positive Attitude – Positivity is infectious and shows for those who truly want to be a part of this team

 



Posted On: Wednesday, May 11, 2022



Apply to this job
  • Standard Questions
  • *
  • *