Appspace is hiring a
Senior Director

Summary

The job description is for a Senior Director, Service Operations position at Appspace. This role involves managing complex service operations, overseeing the Project Management Office (PMO), resource management, and ensuring customer satisfaction. The ideal candidate should have extensive experience in service operations, particularly in a SaaS company.

Requirements

• Bachelor's degree in Business Administration, Computer Science, Engineering, or a related field; Master's degree preferred
• 10+ years of experience in service operations, with a proven track record in managing complex SaaS service delivery
• Extensive experience overseeing PMO functions, resource management, and project profitability
• Strong understanding of project management methodologies, frameworks, and tools, such as Agile, Scrum, Kanban, and JIRA
• Demonstrated expertise in developing and implementing KPIs, reporting frameworks, and process improvements
• Excellent leadership, communication, and interpersonal skills
• Strategic mindset with the ability to translate business objectives into actionable service delivery plans and initiatives
• Proven experience in driving process improvement and organizational change initiatives

Responsibilities

• Oversee the Project Management Office (PMO) to ensure effective project delivery, resource allocation, and governance
• Develop and implement robust reporting frameworks and KPIs to track the performance of service operations and drive continuous improvement
• Manage the creation, negotiation, and execution of Statements of Work (SOWs) to ensure clarity, compliance, and alignment with client expectations
• Optimize resource management processes to ensure efficient utilization and allocation of resources across projects
• Drive initiatives to enhance the profitability of service operations through efficient delivery, cost control, and value-added services
• Collaborate closely with other Workplace Experience team leaders and teams
• Collaborate closely with cross-functional teams to ensure alignment on service delivery objectives and priorities
• Provide leadership, guidance, and mentorship to service operations teams
• Establish and maintain strong relationships with key clients
• Identify and implement process improvements to enhance operational efficiency, quality, and customer satisfaction
• Monitor industry trends, emerging technologies, and best practices in service operations and SaaS delivery to drive innovation and competitive advantage

Preferred Qualifications

PMP, PMI-ACP, or other relevant project management certifications are highly desirable

Benefits

• Competitive salaries
• Medical, dental and vision coverage
• Disability coverage
• Employer paid life insurance
• Mental health resources
• 401(k) plan
• Fully paid parental leave program
• Generous PTO
• Flexible work schedules
• Remote work opportunities
• Paid company holidays
• Appspace Quiet Fridays (No non-essential internal meetings scheduled)
• A casual dress work environment