We are seeking a results-driven Director of Operations to lead our Minneapolis Customer Service Center (CSC). Reporting directly to the General Manager, this role has full oversight of all operational departments and is responsible for driving performance, efficiency, and continuous improvement across the site.    

This leader will play a critical role in executing business strategy, optimizing processes, and building high-performing teams while ensuring operational excellence, safety, and compliance. The ideal candidate brings strong financial acumen, operational discipline, and a relentless commitment to delivering best-in-class results.   

Our MSP operations has 550+ employees and services 12+ domestic and international airline clients. 

Location:  near MSP International Airport

Benefits:  Eligible as of Day 1, no waiting period. 

Operational Leadership & Execution

• Execute the CSC strategic plan and ensure alignment with corporate policies, standards, and customer requirements
• Oversee day-to-day operations across all departments to ensure performance, efficiency, and service excellence
• Identify operational inefficiencies, bottlenecks, and performance gaps; implement sustainable solutions
• Drive continuous improvement initiatives focused on process optimization, cost reduction, and quality enhancement
• Ensure optimal deployment of labor, equipment, and materials to maximize productivity

Business & Financial Management

• Partner with the General Manager to develop annual business plans, budgets, and long-range strategies
• Manage and optimize operational performance against financial targets, including cost, productivity, and ROI
• Monitor key performance indicators and take swift corrective action when needed
• Evaluate risks and opportunities to support proactive, data-driven decision-making
• Initiate and manage capital expenditure (CapEx) projects

Cross-Functional Collaboration

• Foster strong alignment and communication across operations, supply chain, HR, finance, and commercial teams
• Build effective partnerships with external stakeholders including customers, suppliers, and regulatory bodies
• Ensure operational methods meet contractual agreements and organizational standards

Safety, Quality & Compliance

• Champion a culture of safety, quality, and compliance across all operations
• Ensure adherence to all corporate and regulatory requirements (e.g., GQS, HACCP, safety programs)
• Lead initiatives that strengthen workplace safety, food/production safety (where applicable), and environmental practices

Leadership & Talent Development

• Build, lead, and develop a high-performing, engaged operations team
• Set clear expectations and hold leaders accountable to ambitious performance standards
• Coach and develop talent through structured programs, including Global Performance System (GPS)
• Create a culture grounded in company values, accountability, and continuous improvement
• Demonstrate emotional intelligence and presence to effectively influence at all levels

Experience & Education

• Bachelor’s degree required (or equivalent experience)
• 5–7+ years of progressive leadership experience in operations or manufacturing environments
• Proven experience leading multiple departments and large, cross-functional teams

Core Capabilities

• Operational Excellence: Strong ability to identify inefficiencies and implement impactful improvements
• Strategic Thinking: Builds and executes long-term plans aligned with business priorities
• Financial Acumen: Deep understanding of cost drivers, budgeting, and performance metrics
• Adaptive Decision-Making: Thrives in fast-paced environments and makes sound, timely decisions
• Process Optimization: Demonstrated success improving workflows and operational systems
• Risk Assessment: Anticipates challenges and proactively mitigates risk

Leadership & Communication

• Strong communication and presentation skills
• High emotional intelligence with strong interpersonal judgment
• Proven ability to influence, align, and inspire teams
• Competitive, results-oriented mindset with a strong sense of ownership and urgency

Why This Role

This is a high-impact leadership opportunity to shape the performance and culture of a critical operations center. You will have full operational visibility and the ability to drive meaningful improvements, develop talent, and deliver measurable business results