Director of Engineering

Job Title: Director

Department/Group: Internal Business Operations

Required: Stormwater/Drainage/Water Resources or or related field

Location: Onsite at Newnan GA (relocation package available)

PURPOSE AND KEY ACCOUNTABILITIES

• Reinforce the culture on which the organization was established, placing the customer at the center of all action. Driving results through leadership, leveraging organizational strengths and capabilities to remain disciplined and agile to best support customer’s needs.
• Guide the day-to-day operations of the Internal Service Support teams, serving as escalation point for customer service concerns ensuring they are resolved as quickly and efficiently as possible, while deploying resources across the company as necessary.
• Serve as a catalyst to bring Sales and Support teams together to drive improved collaboration and communication for the purpose of servicing customer’s needs.
• Establish attainable measurables and benchmarks that motivate and encourage teams to exceed expectations.
• Perform ongoing performance evaluation and refinement based upon organizational metrics for operational excellence.
• Build and manage a robust team of Internal Service Support Associates, capable of delivering an extraordinary customer experience through the utilization of proactive management strategies.
• Develop a training and mentorship platform, offering initial and continued support to ensure team members are adequately equipped to provide service and solutions while promoting retention through skillset and career advancement.
• Lead Managers to implement and maintain initiatives and policies to support the overall organizational objectives.
• Define and execute short and long-term service and support strategy, leveraging best practices and technology to expand service capabilities, ensuring consistent, high-value and cost-effective service levels.
• Identify and lead collaborative evaluation and delivery of external service tools and software systems that aid in overall consumer experience and service delivery for continuous improvement to support scalability and high-volume business model.
• Liaising with other department heads to ensure delivery of a seamless experience to all customers across each touchpoint.
• Building and maintaining client relationships through the application of the organization’s ability to deliver fast and effective solutions.