Director of Operations

Company Description

Property intelligence is reshaping how the world understands the built environment, and Nearmap is driving that. We put powerful aerial imagery, AI-driven analytics, and geospatial tools into the hands of the people who plan, build, insure, and govern the places we all live and work. Our technology turns property uncertainty into decisive action, and our culture brings out the best in the people who build it.

Job Description

The Director of Operations is responsible for actively leading the design, standardization, quality, efficiency, innovation, and improvement of robust operations processes, the equipment, technology, systems, tools, and training that support them, and the quality of the resulting product and service outcomes for customers. As a key member of the leadership team, they play a crucial role in maintaining Nearmap's reputation for excellence in our industry.

KEY RESPONSIBILITIES

Drive daily performance of operations teams to exceed service and quality levels (SLAs) while operating within budget framework

Ensure customer services are delivered on schedule, within scope, and in compliance with all quality and service level standards

Establish and maintain Quality Control/Quality Assurance programs that exceed customer requirements

Develop, document, and control procedures, processes, standards, and training for operations-related activities in coordination with functional area subject matter experts

Design and implement standard workflows, processes, continuous improvement initiatives, and training programs

Foster an employee engagement culture that aligns, enables, and empowers teams to increase quality, customer satisfaction, safety, productivity, and innovation

Collaborate with Product, Sales, and Technology teams on new and improved services, including user requirements definition and user acceptance testing

Lead and coordinate incident response teams to ensure countermeasures are in place to meet Service Level Agreements while defect or deficiency resolutions are in progress

Prepare monthly and quarterly operational performance reports and projections; develop key performance indicators and metrics

Monitor customer contracts and relevant industry information to ensure compliance with customer requirements, applicable laws, regulations, and policies

Contribute to the development, formulation, and execution of operations budget, strategy, initiatives, project planning, policies, programs, and objectives

Oversee management of and relationships with partners and vendors involved in service delivery requirements

Manage capital budget and approve expenditures related to maintaining services and processes, including oversight of major projects

Lead and support Disaster Recovery and Business Continuity planning for the Operations Group

Oversee requirements related to depositions and subpoenas

Qualifications

EDUCATION & EXPERIENCE

REQUIRED

Bachelor’s Degree or an equivalent combination of industry related experience and education

At least seven (7) years of management experience in a production-based environment

Hands-on experience with evolving processes in a continuous improvement environment

Proven experience of Quality Control, Quality Assurance, and/or Statistical analysis

Proven ability to mobilize and lead work teams to implement initiatives and projects

Project management, organization, scheduling, and coordination skills

Strong collaborative and interpersonal skills

Effective analytical and problem-solving skills

Excellent written and verbal and presentation communication skills

Strong working knowledge of all applications of Microsoft Office

PREFERRED

Experience working within an Agile or similar environment

Certification in continuous improvement, project management, or quality assurance

Expertise in one or more Nearmap product industries, property insurance, and/or managed repair

Salesforce Experience

KEY COMPETENCIES

Strategic Orientation : ability to contribute to the overall strategy, culture and financial success of the company with specific expertise in strategic planning and execution

Leadership : ability to handle tasks and work independently and intentionally develop and utilize positive leadership traits

Creative Thinking : ability to demonstrate conceptual creative thinking, taking an idea and visualize/describe the opportunity, then recognize the potential fit with culture and product lines

Integrity and Ethics: ability to gain the confidence and trust of others through honesty, authenticity, taking responsibility for own actions, and telling the truth

Accountability : ability to act with a clear sense of ownership; takes personal responsibility for decisions, actions, deliverables, and failures; establishes clear responsibilities and processes for monitoring work and measuring results; embraces experimentation, creativity, and positive change

Cultural Competence: ability to understand and respect values, attitudes, beliefs, and morals of the member that differ across cultures, and to consider and respond appropriately to these differences in planning, implementing, and evaluating health programs and interventions

Additional Information

We move fast and work smart; often wearing multiple hats. We adapted to remote working with ease and are continually looking at ways to improve. We’re proud of our inclusive, supportive culture, and maintain a safe environment where everyone feels a sense of belonging and can be themselves.

In addition to your annual leave, Nearmap offers:

4 extra "YOU" days off each year—take a break, no questions asked!

Company-sponsored volunteering days to give back.

Generous parental leave policies for growing families.

Work from Overseas Policy - explore the world in the approved list of cities while you work!

Discounted Private Health Insurance plans.

A Nearmap subscription (naturally!).

Learn More About The Work We Do:

YouTube Page

LinkedIn Page

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