Anord Mardix, a Flex company, is a global leader in critical power solutions. With facilities around the globe, Anord Mardix leads in critical power infrastructure, supporting a myriad of industries, from financial institutions to data centres. At Anord Mardix, we welcome people of all backgrounds. We develop skill sets, encourage curiosity, and enable empowerment – we turn jobs into careers. If this sounds interesting, we’d like to meet you.
To support our extraordinary teams who build great products and contribute to our growth, we’re looking to add a/an
Director, Services Business Operations - US located in
Henrico, VA.
Reporting to the
Global Product Line Director - Service, Software & Metering the
Director, Services Business Operations - US will lead the operational infrastructure of the U.S. Services organization, enabling scalable growth, operational excellence, and profitable service delivery. This role is responsible for workforce planning, business operations, service delivery processes, SIOP leadership, operational analytics, digital transformation initiatives, and the systems that support field service execution.
What a typical day looks like:
- Lead the business operations strategy and execution for the U.S. Services organization.
- Manage and develop a team of Service Coordinators, Service Administrators, Resource Planners, and Business Operations personnel responsible for supporting field service execution.
- Own the Services SIOP (Sales, Inventory & Operations Planning) process, ensuring alignment between sales demand, workforce capacity, subcontractor utilization, revenue forecasts, and service delivery execution.
- Develop workforce capacity plans and resource models to support growth targets, customer commitments, and regional coverage requirements.
- Monitor and improve key operational performance metrics including technician utilization, service profitability, response times, backlog, productivity, service quality, and customer satisfaction.
- Lead operational reporting, forecasting, dashboards, and executive business reviews to support data-driven decision making.
- Drive continuous improvement initiatives that improve scalability, efficiency, and operational performance across the services organization.
- Establish and manage subcontractor programs, including onboarding, performance management, quality standards, safety compliance, and cost optimization.
- Partner with regional service leaders to optimize resource deployment, workforce effectiveness, and field execution.
- Lead annual operating plans, budgeting, headcount planning, and strategic growth initiatives.
- Serve as the business owner for service operations tools, reporting platforms, and operational processes.
- Lead the transformation and deployment of a digital Field Service Management (FSM) platform, driving adoption, process standardization, workflow automation, real-time operational visibility, and improved customer experience.
- Champion digitalization initiatives that enhance scheduling, dispatching, resource planning, mobile workforce productivity, and operational analytics.
- Standardize processes, policies, governance, and operating procedures across the U.S. Services organization.
- Build engagement, a culture of accountability, operational discipline, continuous improvement, and customer focus.
The experience we’re looking to add to our team,
- Bachelor's degree in Business, Engineering, Operations Management, or related field.
- 10+ years of leadership experience in field services, service operations, business operations, or a related operational function.
- Experience managing operational support teams in a multi-site or geographically dispersed service organization.
- Strong experience with SIOP, capacity planning, forecasting, and operational performance management.
- Demonstrated success leading large-scale operational transformation and digitalization initiatives.
- Strong financial acumen with experience in forecasting, budgeting, business planning, and KPI management.
- Excellent leadership, communication, analytical, and stakeholder management skills.
- Ability to travel up to 35%, primarily domestic
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Anord Mardix is an Equal Opportunity Employer and employment selection decisions are based on merit, qualifications, and abilities. We do not discriminate based on: age, race, religion, color, sex, national origin, marital status, sexual orientation, gender identity, veteran status, disability, pregnancy status, or any other status protected by law. We're happy to provide reasonable accommodations to those with a disability for assistance in the recruitment process. Please advise us of any accommodations you may need by e-mailing: accessibility@flex.com.
