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• Set region shared services strategy and manage day-to-day operations. Oversee delivery of services to customers and ensure service quality is met.
• Define and drive best practices and standard processes, KPIs, tech, and tools across shared services functions. Monitor and ensure compliance with standards. Ensure standards are properly documented in SOPs, process flows, and other guides. Coordinate with Center Ops on defining and tracking standards.
• Identify opportunities for transactional process improvement and promote a culture of continuous improvement and innovation. Work to develop and implement strategies to enhance operational efficiency, productivity, and improve quality of services delivered.
• Oversee and provide leadership to region shared services personnel, including effective training and support to team members. Foster a collaborative and high-performance culture by setting clear goals and expectations, providing guidance, and coaching teams.
• Define and manage clear SLAs between shared services teams and internal and external customers. Ensure effective communication and collaboration across region transactional ops (shared services) teams and other relevant region departments, including sales, sales support, design, and site ops.
• Prepare and present reports on region operations performance, KPIs, exceptions, trends, and insights to senior management, including Region President and Center Ops EVP.

• 7+ years of experience in operations, including transactional operations
• Strong understanding of transactional operations and how ops supports the broader region source to fulfillment value chain
• Track record of successfully executing initiatives across business functions
• Passion for operational and process excellence and improvement