Director of Service Operations

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Land Gorilla

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51 - 200 employés

Le financement de la construction doit être sûr et sans tracas. Land Gorilla protège les prêteurs de construction, les entrepreneurs et les emprunteurs des risques inhérents à la gestion traditionnelle des prêts de construction. Avec plus de 30 ans d'expérience dans le secteur des prêts de construction, Land Gorilla est à l'avant-garde d'une nouvelle ère dans la gestion des prêts de construction grâce à son écosystème innovant basé sur le cloud, qui est efficace, fiable et 100 % conforme.

Description

• Take full accountability for the revenue generated by core service lines; collaborate with Sales to identify market opportunities and expansion paths. • Manage the financial model for service products, ensuring operating efficiency, cost-of-service optimization, and healthy margins. • Define, monitor, and report on key performance indicators (KPIs) including turnaround time, accuracy rates, and unit economics. • Act as the primary internal advocate for the customer experience; success is directly measured by Customer Satisfaction (CSAT) and Net Promoter Scores (NPS). • Operate and improve systematic processes to capture, analyze, and act upon customer feedback. • Use customer insights to prioritize the development of agentic services, ensuring that automation solves real-world client problems rather than just internal efficiencies. • Lead the transformation of services into "agentic" workflows, identifying areas where AI can drive 10x improvements in speed and scalability. • Design and refine the "human-in-the-loop" infrastructure to ensure quality and risk mitigation remain uncompromised as services become more automated. • Own the quality standards for all risk reports and inspection data; implement rigorous auditing systems to ensure company standards.

🎯 Exigences

• 7+ years of experience in Operations Management, Service Product Management, or a similar leadership role within a high-growth environment (SaaS or Tech-Enabled Services preferred). • Proven track record of managing P&L for service-based products; experience in fintech, financial services, real estate, construction lending, or risk management is a significant plus. • A proven history of using customer feedback and sentiment data to drive operational change and product roadmaps. • Strong understanding of how AI and automation are changing service delivery; experience managing "human-in-the-loop" or agentic workflows is highly desirable. • Exceptional verbal and written communication skills, with the ability to challenge the status quo transparently and resolve issues decisively. • High ethical standards and a commitment to creating transparent systems of accountability for both internal teams and external partners.

🏖️ Avantages

• Health (+Dependent Coverage), Dental, and Vision Insurance Package • 12 Observed Holidays • Paid Time Off: Accrues up to 160 hours/ 20 days • Paid Sick Leave: 40 hours • 2 Floating Holidays • Paid Family Leave • 401(k) and Company Matching • Employee Assistance Programs (EAPs) for Mental Health, Financial Planning, Crisis Intervention • Remote Company - Work From Home Policy • Monthly Stipend