Director, Shared Services Excellence

Key Responsibilities

Shared Services Leadership & Performance

• Lead overall strategy, execution, and performance of the Shared Services organization.
• Ensure service level agreements (SLAs) are consistently met or exceeded.
• Establish clear performance expectations aligned with company needs.
• Provide executive-level reporting on performance, risks, and scalability readiness.

Nearshore Partnership Stewardship

• Own and steward the strategic partnership with Riverstone’s nearshore outsourcing provider.
• Ensure alignment with service expectations, cost discipline, scalability, and long-term value creation.
• Maintain governance structures supporting quality, efficiency, and compliance.

Operational Excellence & Process Optimization

• Standardize and optimize workflows across dispatch, administrative, and operational support functions.
• Strengthen internal processes to improve accuracy, reduce risk, and increase scalability.
• Establish policies, standards, and governance structures promoting operational discipline.

Growth Enablement & Organizational Scalability

• Design Shared Services systems and staffing models supporting rapid company expansion.
• Partner cross-functionally to ensure infrastructure supports multi-site operations.
• Provide extended on-site support during launches and critical operational periods.

Culture & Talent Development

• Drive and reinforce Riverstone’s purpose and core beliefs through onboarding, training, and coaching.
• Cultivate a culture of ownership, responsiveness, and continuous improvement.
• Oversee talent development and succession planning within Shared Services.
• Review and approve promotional assignments aligned with performance standards.

Cross-Functional & Client Engagement

• Represent Shared Services in executive and client-facing discussions.
• Identify operational improvement opportunities supporting service delivery and profitability.
• Communicate project updates, risks, and escalations across leadership teams.

Compliance & Risk Alignment

• Ensure adherence to contractual, legal, and operational compliance requirements.
• Partner with CAO and governance functions to safeguard operational and reputational integrity.

Qualification & Requirements

Key Characteristics We Are Looking For

• Service Infrastructure Architect: You design scalable support systems that enable organizational growth.
• Operational Excellence Leader: You drive efficiency, consistency, and disciplined execution across Shared Services functions.
• People Systems Builder: You align onboarding, training, and administrative processes with Riverstone’s culture and beliefs.
• Strategic Partner Manager: You steward complex outsourcing relationships to ensure long-term value creation.
• Data-Driven Operator: You establish KPIs, dashboards, and reporting structures that provide performance visibility.
• Extreme Owner: You take full accountability for Shared Services performance and organizational impact.

Required Qualifications (Education, Knowledge, Skills, and Abilities)

• Bachelor’s degree or equivalent experience preferred.
• 5+ years of leadership experience managing teams and operational service organizations.
• Proven experience managing third-party outsourcing or offshore service delivery models.
• Strong operational and organizational leadership capability.
• Experience building performance metrics, KPIs, SLAs, and reporting dashboards.
• Excellent communication and interpersonal skills.
• Strategic thinker with strong analytical and problem-solving capability.
• Ability to operate effectively in high-growth, fast-paced environments.
• Valid passport and ability to travel extensively (non-negotiable).

Preferred Qualifications

• Experience in call center, dispatch, or shared services environments.
• Software implementation or systems transformation experience.
• Multilingual capability preferred, particularly in languages aligned with Riverstone’s nearshore operations, international travel, and expanding business footprint.
• Background in operational performance management and service excellence programs.

Physical Demands and 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.

While performing the duties of this job, the employee is regularly required to communicate effectively with coworkers and outside stakeholders in person both on the telephone and via email and other computer-related messaging. The employee is occasionally required to maneuver about the work areas and move/manipulate various objects and there may be an occasional need to lift up to 50 pounds. This position may require extended work hours and travel.

Note

Benefits

No information available.