About USS United Site Services is the industry leader in comprehensive site services, committed to creating partnerships that help enable our customers’ project and event success. Our deep industry expertise, excellence in process management, and dedication to corporate responsibility are pillars of our value proposition; each supported by tangible, best-practice programs. Our success is fueled by the dedication and collaboration of our diverse team, which includes field technicians, customer care representatives, sales professionals, and functional experts. Each member of our team plays a vital role in ensuring a seamless and reliable experience for our customers. By joining United Site Services, you will be part of an organization that values continuous improvement, teamwork, and excellence in every aspect of our business. Primary Purpose The Director Regional Support Services leads the successful execution of Regional Support Services teams ensuring success of outcomes, results, and serivce level agreements. This role will be responsible for the overall strategy of the Call Center and Order Support that bridges Customers, Sales, Operations, and Shared Services. This role drives business process improvement, with a goal of first-call resolution to bring continuous improvement to the customer experience. Essential Functions • Manage and direct business improvement and the regional support services teams for Regional Services, fostering a strong workplace culture to maximize employee and customer satisfaction. • Develop and implement policies, procedures, and quality standards for customer care, service delivery, and order management support. • Establish, implement, and maintain performance metrics aligned with company objectives to ensure desired outcomes. • Lead regional support services teams to effectively support sales and operations, ensuring customer satisfaction. • Collaborate with cross-functional leaders to meet business needs and enhance service quality and customer retention. • Optimize staffing in a multi-channel model to meet internal and external customer needs, promoting a solution-focused approach for high customer satisfaction. • Analyze order-to-cash processes and implement enhancement strategies for seamless customer experiences. • Lead teams in delivering seamless order-to-cash operations, ensuring efficient account and order management across sales, service, and billing. • Act as subject matter expert on USS products, order management, and billing systems, providing coaching and development to managers and supervisors. • Foster a customer-centric culture, resolving service and billing issues promptly and professionally. • Stay updated on industry trends and best practices to enhance customer service and support. • Champion high satisfaction customer experiences aligned with business strategy, driving loyalty and engagement. • Identify and remove obstacles to effective customer service. • Drive multi-channel adoption through innovative strategies, monitoring KPIs for success and customer health. • Mentor peers in career development. • Perform other duties as assigned SUPERVISORY RESPONSIBILITIES This position has direct supervisory responsibilities. Qualifications QUALIFICATIONS EDUCATION Min/Preferred Education Level Description Minimum 4 Year / Bachelor’s degree Business Administration, Management, Marketing, or equivalent combination of education and experience EXPERIENCE Minimum Years of Experience Maximum Years of Experience Comments 7 Customer support, client services, call center, or customer success leadership, and/or training or equivalent combination of education and experience. Leadership capacity, including direct supervision of employees. ADDITIONAL KNOWLEDGE, SKILLS, AND ABILITIES • Manage and direct business improvement and the regional support services teams for Regional Services, fostering a strong workplace culture to maximize employee and customer satisfaction. • Develop and implement policies, procedures, and quality standards for customer care, service delivery, and order management support. • Establish, implement, and maintain performance metrics aligned with company objectives to ensure desired outcomes. • Lead regional support services teams to effectively support sales and operations, ensuring customer satisfaction. • Collaborate with cross-functional leaders to meet business needs and enhance service quality and customer retention. • Optimize staffing in a multi-channel model to meet internal and external customer needs, promoting a solution-focused approach for high customer satisfaction. • Analyze order-to-cash processes and implement enhancement strategies for seamless customer experiences. • Lead teams in delivering seamless order-to-cash operations, ensuring efficient account and order management across sales, service, and billing. • Act as subject matter expert on USS products, order management, and billing systems, providing coaching and development to managers and supervisors. • Foster a customer-centric culture, resolving service and billing issues promptly and professionally. • Stay updated on industry trends and best practices to enhance customer service and support. • Champion high satisfaction customer experiences aligned with business strategy, driving loyalty and engagement. • Identify and remove obstacles to effective customer service. • Drive multi-channel adoption through innovative strategies, monitoring KPIs for success and customer health. • Mentor peers in career development. • Perform other duties as assigned Physical Requirements Sit while answering phones or reply to emails Use hands and fingers to handle, control or feel objects tools or controls Repeat the same movements when entering data See details of objects that are less than a few feet away Speak clearly so listeners can understand Understand the speech of another person Benefits Summary All full-time employees working an average of 30 hours or more per week are eligible for the following benefits: Holiday & Paid Time Off (pro-rated for Part-Time employees) Medical/Pharmacy Dental Vision Employer-Paid Short-Term Disability Employer-Paid Employee Basic Life & Accidental Death and Dismemberment Voluntary Employee Life & Accidental Death and Dismemberment Voluntary Spousal Life Voluntary Dependent Life Hospital Indemnity, Accident and Critical Illness Commuter/Transit Account Healthcare Flexible Spending Account Dependent Care Flexible Spending Account Health Savings Account 401(k) with employer match Employer-Paid Employee Assistance Program (EAP) Employee Discounts At United Site Services, our salary ranges reflect the minimum and maximum base pay for the posted position applicable to all locations across the US. Within the posted salary range, individual pay is determined by the geographic location, job related skills, experience, education, and certifications. Our total compensation package includes base pay plus a comprehensive benefits program. Salary Range $122,400.00 – $183,500.00 / year Pay Transparency Statement At United Site Services, our salary ranges reflect the minimum and maximum base pay for the posted position applicable to all locations across the US. Within the posted salary range, individual pay is determined by the geographic location, job related skills, experience, education, and certifications. Our total compensation package includes base pay plus a comprehensive benefits program. EEO Statement United Site Services is an equal opportunity employer. In accordance with applicable law, we prohibit discrimination against any applicant or employee based on any legally-recognized basis, including, but not limited to: race, color, religion, sex (including pregnancy, lactation, childbirth or related medical conditions), sexual orientation , gender identity , age (40 and over), national origin or ancestry, citizenship status, physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed servicemember status or any other status protected by federal, state or local law. Our commitment to equal opportunity employment applies to all persons involved in our operations and prohibits unlawful discrimination by any employee, including supervisors and co-workers.