Director of Operations - Phoenix Area Work from Home

Job Description

At Beyond Feedback we are passionate about delivering insights to our clients that drive improvements in how they operate. We are looking for a full-time Director of Operations to join our cause. Do you naturally see opportunities for improvement in operational processes? Do you enjoy leading digital design and analytics teams to refine programs and processes that ensure the highest levels of quality and efficiency? Are you excited about being a key leader in a company that plans to grow multiple times its current size? Do you enjoy seeing your work make a big picture difference at some of the best-known companies in the country? If this describes you, read on:

You are:

• A proven operational leader who has led teams to high performance using the EOS model and tools
• Energized and passionate about obtaining the highest levels of data accuracy and efficient work processes
• Exceptional in your communication and interpersonal skills
• Seasoned in leading a team whose work involves data analytics or reporting outputs
• Familiar with key principles of customer experience management and employee experience management
• Incredibly organized and efficient with personal time management
• Trustworthy with confidential information and able to maintain a high level of personal and professional integrity
  
  

You will be:

• A key member of the executive leadership team, providing input and guidance to the direction of the company
• Responsible for leading, managing, and holding accountable (LMA) a team of 8 team members
• Leading teams to deliver survey design, feedback collection, and reporting excellence across employee experience and customer experience projects
• Identifying team talent needs, partnering with Human Resources to recruit the right talent for open positions
• Developing and optimizing end-to-end operational workflows to support efficient and rapid delivery of services
• Evaluating and improving processes to remove bottlenecks and enhance team productivity
• Establishing and enforcing quality standards, protocols, and delivery checkpoints to ensure all client-facing work meets accuracy and consistency expectations
• Regularly reviewing quality audits and providing corrective actions when errors or variances are identified
• Monitoring production timelines, volume metrics, and team output to ensure service level expectations are met
• Forecasting resource needs and collaborating with leadership to align capacity with client demand
• Maintaining accurate documentation for all operational procedures, ensuring knowledge retention and consistent application
• Identifying and implementing process enhancements, tool upgrades, and automation opportunities to streamline delivery
• Identifying potential risks to deliverables and production timelines, developing contingency plans and mitigation strategies
• Ensuring operational resilience by maintaining systems and protocols that support business continuity
• Providing quality checks for team members to ensure data accuracy of online and offline reporting systems
• Serving team members with responsive customer service to equip them with support they need to respond to client requests
• Staying up-to-date with the latest tools and techniques to enable our team to maintain our leading-edge status with clients
• Collaborating internally with team members in other functional areas to assist in completing projects
• Working in a growing and fast-paced environment
  
  

Required skills and qualifications:

• Bachelor’s degree in Business Administration, Information Systems Management, Operations Management, or a related field (Master’s degree a plus)
• 10+ years of experience in operations leadership in a service or data-driven environment
• Proven track record of leading teams using the EOS model
• Proven track record of improving processes and managing high-quality outputs under deadline pressure
• Strong analytical, organizational, and problem-solving skills
• Familiarity with survey tools, analytics platforms, and workflow systems preferred
• Excellent written and verbal communication skills
• Detail-oriented with a strong focus on quality and operational efficiency
  
  

You're the perfect fit if:

• You regularly slip the phrase ‘let’s IDS that’ into daily conversations
• Generating reliably accurate finished products out of complex data is your personal happy place
• Your go-to dinner party topic is the latest way you improved a process by 10%
• 'Systematize' is your middle name and your parents couldn't decide between that and 'Excellence'
• You wake up every day energized to serve others
  
  

Beyond Feedback provides a comprehensive suite of benefits in addition to salary for our full-time staff, including medical/dental/vision coverage (with fully paid employee medical coverage after 5 years), life insurance, gym reimbursement, tuition reimbursement, maternity/paternity leave, vacation time, and more. We value our team members’ time off with 15 1/2 paid holidays plus Birthday Friday and 2 Summer Sabbatical days. Plus - we pay you a $2,000 vacation allowance to use as you choose after year 4 – that’s right we pay you to go on vacation. We even pay you to give back to your community and volunteer at a place of your choosing two days per year.

Our work-from-home policy requires the following: You must work from your primary residence that is located within 35 miles of our office so you can easily attend teambuilding events and meetings that occur throughout the year. You must have reliable internet service at your home (minimum speed of 10MB download/5MB upload). You must have a dedicated work space at your home that is free from distractions just like you would if you worked from our office. Beyond Feedback provides all the computer equipment you need to be successful.

Job Type: Full-time 7am-4pm Monday through Friday (work-from-home position - must live within 35 miles of our office)

Starting Pay: $135K - $185K per year

All newly hired employees are subject to background check and E-Verify employment eligibility verification.

Company Description

Beyond Feedback is a national leader in measuring and managing customer loyalty and employee engagement. Our services are used by organizations to gain insight into the perspectives of their customers and employees so they can improve their experience and drive better business results.

Beyond Feedback is a national leader in measuring and managing customer loyalty and employee engagement. Our services are used by organizations to gain insight into the perspectives of their customers and employees so they can improve their experience and drive better business results.