Director, Operations Government Services

Job description

Aurora, IL Sr. Manager, Operations Government Services: The Sr. Manager, Operations Government Services is responsible for leading the service and operational performance of the Government Services value stream. This role oversees customer service and order fulfillment operations while driving performance across quality, delivery, and cost. The position partners closely with cross-functional teams to execute strategic initiatives, ensure compliance with government and regulatory requirements, and deliver operational excellence within a complex, high-visibility channel. Responsibilities: - Lead the development and execution of the Government Services operational model across customer service and order fulfillment - Own performance across key KPIs including quality, on-time delivery (OTTR), and cost (OPEX) - Partner with Government Services Sales to support revenue growth and market share objectives - Identify value stream opportunities and drive strategic initiatives in collaboration with regional and global stakeholders - Oversee operations across order entry, order management, customer service, and fulfillment teams - Ensure compliance with Sonova QMS standards and government cont...