Head of Shared Services Operations (Miami, FL)
On-site · Miami, Florida, United States
Job Summary
Head of Shared Services Operations in Miami leads the systems, structures, and economics of Extenteam's service operation, owning diagnostics for escalations, AI workflow accuracy, and SLA performance. You’ll drive root-cause analyses of escalations and AI misclassifications, design and maintain knowledge bases and runbooks with clear ownership, manage unit economics and capacity planning for a 24/7 operation, and shape revenue-supporting service categories and partner offerings. The role requires hands-on technical fluency to interrogate dashboards and AI reports, experience with workflows and SOPs collaboratively with Product/Engineering, and strong client-facing communication to guide enterprise clients on necessary changes, with a preference for candidates based in Miami or willing to relocate.
Required Qualifications
- 5+ years in operations leadership at a tech-enabled service business
- Deep analytical instincts
- Track record of root-cause analysis
- Tech-savvy and hands-on
- AI deployment in a live service operation, including how to diagnose and fix what AI gets wrong
- Hands-on experience designing workflows, knowledge bases, decision trees, and SOPs with Product and Engineering
- Strong client-facing skill - comfortable telling enterprise clients what they need to change, with data to back it
- Miami-based or willing to relocate
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