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Nearmap is seeking a Director of Operations to lead the design, standardization, quality, efficiency, and continuous improvement of robust operations processes and systems. As a key member of the leadership team, you will be responsible for maintaining Nearmap's reputation for excellence in the property intelligence and geospatial analytics industry.
Key responsibilities include:
- Drive daily performance of operations teams to exceed service and quality levels (SLAs) while operating within budget
- Ensure customer services are delivered on schedule, within scope, and in compliance with quality and service level standards
- Establish and maintain Quality Control/Quality Assurance programs that exceed customer requirements
- Develop, document, and control procedures, processes, standards, and training for operations-related activities
- Design and implement standard workflows, continuous improvement initiatives, and training programs
- Foster an employee engagement culture that aligns, enables, and empowers teams to increase quality, customer satisfaction, safety, productivity, and innovation
- Collaborate with Product, Sales, and Technology teams on new and improved services, including user requirements definition and user acceptance testing
- Lead and coordinate incident response teams to ensure countermeasures meet Service Level Agreements
- Prepare monthly and quarterly operational performance reports and projections; develop key performance indicators and metrics
- Monitor customer contracts and relevant industry information to ensure compliance with customer requirements, applicable laws, regulations, and policies
- Contribute to the development, formulation, and execution of operations budget, strategy, initiatives, project planning, policies, programs, and objectives
- Oversee management of and relationships with partners and vendors involved in service delivery
- Manage capital budget and approve expenditures related to maintaining services and processes, including oversight of major projects
- Lead and support Disaster Recovery and Business Continuity planning for the Operations Group
- Oversee requirements related to depositions and subpoenas
Nearmap offers a flexible, inclusive culture with remote work options, 4 extra "YOU" days off annually, company-sponsored volunteering days, generous parental leave, a Work from Overseas Policy, discounted private health insurance, and a Nearmap subscription.
REQUIREMENTS:
- Bachelor's Degree or equivalent combination of industry-related experience and education
- At least 7 years of management experience in a production-based environment
- Hands-on experience with evolving processes in a continuous improvement environment
- Proven experience with Quality Control, Quality Assurance, and/or Statistical analysis
- Proven ability to mobilize and lead work teams to implement initiatives and projects
- Project management, organization, scheduling, and coordination skills
- Strong collaborative and interpersonal skills
- Effective analytical and problem-solving skills
- Excellent written, verbal, and presentation communication skills
- Strong working knowledge of Microsoft Office applications
PREFERRED:
- Experience working within an Agile or similar environment
- Certification in continuous improvement, project management, or quality assurance
- Expertise in one or more Nearmap product industries, property insurance, and/or managed repair
- Salesforce experience
