Director, Service Operations

WORK TYPE: Remote (TEXAS)

LOCATION HQ DETAILS: 14460 Varsity Brands Way, Farmers Branch, Texas 75244

WORK HOURS: Monday – Friday 8am-5pm

WORK AUTHORIZATION DISCLAIMER
Varsity Brands is unable to sponsor or take over sponsorship of employment visas (including H-1B) at this time. Applicants must be authorized to work in the United States without the need for current or future visa sponsorship.

HOW YOU WILL MAKE AN IMPACT

The Director, Service Operations, is responsible for establishing and leading a centralized internal service hub that consolidates fragmented support processes across multiple brands and business units. This role creates a structured, disciplined communication funnel that ensures consistent, proactive, and accurate updates between Sales, Customer-Facing Customer Service, Manufacturing, and Quality.

This function is designed to support forward-facing Customer Service (CS), by providing validated data, proactive updates, and disciplined escalation management. This role ensures that internal requests are prioritized according to strategic business needs. The Director oversees onshore and offshore teams and their scope includes return and replacement validation, first-level root cause analysis, proactive escalation management, and implementation of a ticketing/CRM system.

This role is foundational to Varsity Brands’ future growth, ensuring scalability as additional licensed brands and business units are integrated into our manufacturing platform. Success will be measured through a clear KPI framework that connects internal service performance with external customer experience outcomes.

WHAT YOU WILL DO

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

• Establishes and leads the Internal Service Operations Hub, consolidating scattered service functions into a centralized, accountable team.

• Develops and implements a structured communication funnel to standardize escalations, updates, and data flow between Customer Service, Sales, Manufacturing, and Quality.

• Defines and enforces SLA frameworks, ensuring issues are prioritized based on customer impact and business strategy rather than ad hoc escalation.

• Oversees return/replacement validation and ensures accurate issue coding to support Quality in systemic root cause analysis.

• Directs first-level root cause analysis where appropriate, providing Quality with cleaner, actionable data.

• Leads selection, implementation and continuous improvement of a ticketing/CRM system as the system of record for internal CS activities.

• Builds and manages a hybrid team model: offshore generalists for routine tasks, offshore specialists for technical issues, and US-based leadership for alignment.

• Defines and monitors KPIs (turnaround time, accuracy of return codes, proactive alerts raised, SLA compliance, repeat issue reduction) and links them to external-facing metrics.

• Partners with Customer-Facing CS to ensure Sales Representatives receive timely, consistent, and proactive updates.

• Collaborates with Manufacturing to streamline escalation of order readiness, capacity, and exceptions.

• Provides executive leadership with regular reporting on systemic issues, performance metrics, and opportunities for improvement.

• Designs scalable processes to support future brand integrations and business growth.

• Champions a culture of compliance, innovation, and operational excellence across global functions.

• Leads, mentors, and develops a high-performing team, fostering accountability, continuous improvement, and professional growth.

• Sets clear performance expectations and development plans, providing regular coaching and conducting annual reviews to drive individual and team success.

• Aligns team objectives with organizational goals, ensuring effective execution of strategies and daily operations across all functions.

QUALIFICATIONS

KNOWLEDGE/SKILLS/ABILITIES

• Strong leadership and organizational design skills with experience leading global teams.

• Proven ability to create structured processes in complex, fragmented environments.

• Familiarity with apparel, manufacturing, or complex order fulfillment preferred.

• Experience implementing CRM or ticketing systems (Zendesk, Salesforce Service Cloud, Freshdesk, or similar).

• Strong analytical and data-driven mindset; ability to translate issues into systemic improvements.

• Excellent communication and stakeholder management skills across Sales, CS, Quality, and Manufacturing.

• Change management experience; able to drive adoption of new tools and processes across multiple brands.

• Ability to mentor and coach offshore teams for consistent global execution.

• Experience training offshore or plant-based teams preferred.

• Demonstrated ability to link internal process improvements to external customer experience outcomes (NPS/CSAT).

• Strong executive presence with the ability to influence senior stakeholders, communicate complex ideas clearly, and align team efforts with enterprise-wide goals.

• Skilled in navigating ambiguity, making data-informed decisions, and balancing short-term execution with long-term vision.

EDUCATION/EXPERIENCE

• Bachelor’s degree in Business, Supply Chain, Operations, or related field required; Master’s degree preferred.

• 10+ years of progressive experience in Customer Service, Operations, or Supply Chain roles, including leadership of centralized service hubs or shared service centers.

• Demonstrated experience managing offshore or global teams.

• Experience implementing process automation, workflow systems, or ticketing/CRM platforms.

• Six Sigma, Lean, or process improvement certifications preferred.

Key Notes:

• This role is not a one-off project; it is foundational infrastructure for future brand integrations and Varsity Brands’ long-term growth.

• The Director will set the model for how Varsity stands up new functions: with clear scope, disciplined processes, and transparent KPIs tied to business outcomes.

Physical Demands and/or Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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