Director, Fulfillment Operations

Norwalk, CT

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Job Description

Company Information:

HomeServe USA is a leader in supplying homeowners with worry-free warranty services that provide peace of mind.  Our incredible growth rate is fueled by a dynamic team of individuals who value teamwork, collaboration and provide exceptional customer service while maintaining a work atmosphere that’s fun and friendly. HomeServe USA is part of a global organization that serves millions of customers in the US, UK, France, Germany, Italy, Canada and Spain.  We’re strong, stable and growing.

Job Description:

The Director of Fulfillment Operations will provide strategic leadership and direction ensuring operational excellence by providing management to drive cost control measures and developing best in class operations environment to support corporate strategy and objectives.  The Director is responsible for the fulfillment delivery and operational processing across the enterprise. They will manage a team who are tasked with the compliance of our business rules while managing 3rd party vendors to comply with industry best practices.

Responsibilities:

  • Oversee the overall day-to-day relationship with our third party fulfillment vendors.
  • Direct fulfillment operations team day-to-day functions in a fast paced operating environment.
  • Management of vendor relations including vendor certification, auditing, and performance.
  • Establish, communicate and implement vendor processes, performance, selection and capabilities.
  • Assist with contract negotiations.
  • Identify areas requiring new or revised processes and procedures to implement both internally and externally.
  • Provide timely communication of all issues, resolutions, and innovations to internal departments and external vendors – as needed.
  • Ensure the integrity of the Operations performance by establishing the appropriate system of metrics and internal controls.
  • Identify and communicate strategic goals and objectives.
  • Ability to analyze complex situations and develop a solution to meet business needs while complying with partner, state, and industry regulations.
  • Determine appropriate staffing requirements by developing, hiring and training talent required to fulfil department needs.
    • Administer departmental policies, measurable goals and objectives.
    • Provide training and coaching to meet ever changing business processes
    • Develop, measure and report meaningful operating metrics / KPI’s
    • Partner with HomeServe’s process transformation office to deliver process improvement initiatives throughout the department




Skills/Requirements

Job Requirements:

  • Bachelor’s degree preferred
  • A minimum of 10 years’ of management experience in a fulfillment production environment.
  • Ability to communicate with internal and external personnel in a positive manner utilizing strong communication skills both written and verbal
  • Ability to converse at a technical level with IT
  • Demonstrated analytical and decision making skills.
  • Demonstrated ability to problem solve quickly in a fast paced environment.
  • Ability to design and structure business processes

Desired Skills:

  • Self-starter
  • Able to work independently
  • Ability to multi-task and prioritize multiple conflicting issues
  • Strong planning & organizational skills
  • Leader with strong verbal/written communication skills
  • Collaborative, team player with the ability to quickly establish credibility and manage relationships across the enterprise

 

In Return We Offer:

  • Competitive compensation
  • Excellent benefits including generous medical, vision, dental and life & disability insurance
  • 401(k) plan with a company match
  • Career development and advancement opportunities
  • Friendly, open and team oriented work atmosphere

 

HomeServeUSA is an affirmative action and equal opportunity employer

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