Operations Director

Notarize, Inc - Join our team!
Fairfax, VA
Jul 21, 2019
Jul 25, 2019
Full Time
Notarize is the first on-demand notary platform, empowering businesses to send, track and collect notarizations. Top companies in lending, financial services, real estate, and insurance rely upon Notarize to transform how they serve their customers and how they run their operations. We're helping people execute the most meaningful transactions of their lives and streamlining operations for countless industries.The Operations Director is tasked with building the nation's leading customer service organization. We want to ensure that every American can connect with someone capable of serving life's most important transactions - no matter the document, time of day, or issue the customer may face. The Operations Director is responsible for the planning and execution of all operations for our Notary and Closing Operations teams. This includes facilities in Fairfax, VA and Dallas, TX, as well as networks of remote employees in various other states. This role will report to the Sr. Director of Operations & Strategy and will partner closely with Operations Managers for the Notary Operations & Closing Operations teams.As our Operations Director, you will:Provide thoughtful, dynamic leadership - mentoring, developing, and guiding team members to efficiently & accurately serve our front-line customers & business partners. Develop and maintain an effective organizational strategy for staffing and growth, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, staffing levels, and supervisionImplement and maintain effective internal Quality Assurance (QA) programs that foster continuous improvement and aim to exceed Service Level Agreement (SLA) performance.Build analytical insight & implement metrics that focus on ensuring customer satisfaction, reporting statistical performance levels related to call center operations & document processing.Be a key contributor in pipeline & strategy conversations with the Sales organization, acting as a pillar voice for planning & operational capacity.Partner with Product to drive automation efforts, tool development, & feature implementations to support efficiency, experience, & scalability for our customers and our front-line teams.Ensure compliance with Federal, State, and Local regulatory guidelines and standards.Oversee and coordinate site management for our VA & TX office locations, ensuring a positive and inclusive employee experience aligned with our core values, regardless of location. Knowledge, Skills, & Experience Requirements:5+ years of call center/contact center management and operations experienceEffective leadership and analytical skills, including working knowledge of operational & customer success workflows, staffing models, scheduling, and telecom service models.Demonstrated ability to develop and manage results-oriented recruiting and training programs.Measurable experience in managing and growing profitable satisfied accounts and/or relevant account management experience.Highly adaptable personality with the ability to quickly make decisions and execute on them.Take-charge attitude with an ongoing desire to challenge our capabilities and grow our impact.Comfort proposing ideas and partnering cross-functionally to drive change across the org.Positive mentoring and relationship-building skills, with the ability to effectively manage front-line & leadership roles.Strong negotiation, interpersonal, written and oral communications skills - including statistical report writing.Experience with rapid organizational growth is preferred.Quarterly travel to managed sites & occasional visits to headquarters in Boston will be required.Some of our Benefits:Competitive salaries, stock options & 401k planHeavily subsidized medical, dental, and vision Unlimited PTO & flexible work schedulesPaid Parental LeavePre-Tax Commuter BenefitsInvestment in growth & development opportunities Strong emphasis on collaboration & mentorship Friday lunches & regular Lunch & Learn sessions Notarize is committed to building an inclusive environment for people of all backgrounds and everyone is encouraged to apply. We are an equal opportunity employer and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We'd love to hear from you.

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