SMS Assist is looking for a Associate Director of Operations to join our growing team!

The Associate Director of Operations is responsible for driving profitable business results and operational excellence by creating and developing relationships with their customers. This individual will serve as a single point of contact for upper management and leaders at our key customers.  

Core Responsibilities of the Associate Director of Operations

• Uncovering/understanding client objectives, challenges and needs by performing regular client needs assessments
• Leveraging internal resources to enhance the customer experience
• Establishing/growing senior relationships with assigned customers
• Preventing and/or resolving escalated client issues
• Demonstrating thought leadership with customer by developing and presenting client industry/market research findings, trends, benchmarking and other pertinent information
• Developing a quarterly plan to translate customer objectives into an overarching strategy
• Actively participating in long range strategic planning for customer
• Leading senior level client meetings and attending regular client status meetings as appropriate
• Establishing and maintaining a management framework/process that allows for visibility into company performance on assigned customers
• Proactive and reactive relationship management
• Consistent focus on delivering exceptional customer experiences
• Ability to assess strengths, weaknesses, opportunities, and threats
• Modeling and promoting exemplary customer engagement practices
• Understanding business concepts and using strategic processes to make good business decisions
• Motivating, inspiring, and leading team to achieve results
• Meeting with Operations team on a regular basis to ensure program is on track towards achieving customer goals
• Leading and mentoring junior Operations staff

Key Competencies of the Associate Director of Operations

• Master at customer interaction and providing a high level of service
• Strong verbal and written communication skills, particularly via phone and email
• Ability to analyze and see patterns in data and information in order to create proactive solutions
• Proficient in Microsoft Office Suite, including strong Excel skills
• Ability to present to and communicate with multiple levels within the company and with the customer
• Demonstrated ability to provide instruction, training and guidance to others
• Ability to motivate and lead others
• Comfortable organizing and leading individual and group meetings
• Driven by numbers/measures and comfortable in environment with heavy emphasis on customer service and satisfaction metrics
• Effective problem-solving skills
• Ability to negotiate
• High integrity
• Flexibility, adaptability and able to juggle multiple projects and priorities in a fast-paced environment
• Solutions oriented

Qualifications and Education Requirements of the Associate Director of Operations  

• Bachelor’s degree
• 7+ years business experience including 5+ years building and/or managing accounts/stores/regions, particularly within the retail industry
• Professional, relevant examples of solving tough customer issues
• Demonstrated experience managing and leading individuals and/or small teams
• Multi-unit management experience is a plus
• Experience in a trade is a plus
• Experience in facilities industry is a plus

Additional Requirements of the Associate Director of Operations  

• Travel expected: limited

SMS Assist is an Equal Opportunity Employer (EOE) that welcomes and encourages all applicants to apply regardless of age, race, color, religion, sex, sexual orientation, gender identify and/or expression, national origin, disability, veteran status, marital or parental status, ancestry, citizenship status, pregnancy or other reasons prohibited by law.