Service Operations Manager

Who We Are:

We are a growth-oriented technology-enabled services organization supporting customers across multiple markets. Our Field Services team delivers reliable installation, maintenance, and technical support statewide, combining a safety-first mindset with a relentless focus on customer experience and operational excellence.

Summary:

The Service Operations Manager (State Operations) owns end-to-end field service delivery across an entire state, leading a multi-layer organization of supervisors, leads, and technicians. This role is accountable for customer satisfaction, SLA attainment, workforce planning, safety and compliance, inventory & fleet stewardship, and cost-to-serve performance. The manager sets the operational cadence, develops talent, standardizes processes, and drives continuous improvement to achieve best-in-class service outcomes.

Scope & Impact:

• Geography: Full-state coverage (Ohio) with multi-region responsibility.

• Team: Direct management of managers/supervisors and a dispersed workforce.

• Assets & Logistics: Oversees parts depots/stocking locations, RMA, fleet utilization, route optimization, vendor/third-party partners.

• Financials: Accountable for budget adherence, forecast accuracy, and cost optimization; influences state revenue through uptime and project throughput.

Key Responsibilities:

Strategy & Planning:

• Translate company strategy into a state operating plan with clear goals, staffing models, coverage maps, depot strategy, and capital needs.

• Own weekly/monthly/quarterly business reviews (WBR/MBR/QBR); publish dashboards and action plans.

• Forecast volume (work orders, installs, projects) and align capacity, training, and inventory accordingly.

People Leadership:

• Hire, onboard, and develop leaders; build a bench and succession plans for critical roles.

• Set expectations, coach for performance, and recognize results; manage performance issues with fairness and urgency.

• Foster a culture of safety, accountability, and inclusion; reinforce company values and ethical standards.

Operations & Service Delivery:

• Ensure SLA achievement (response, restoration, first-time-fix) and efficient schedule/dispatch across the state.

• Standardize procedures (SOPs, work instructions) and drive adoption of field mobility/CMMS tools.

• Oversee install/projects, preventive maintenance, break/fix, and after-hours coverage; own escalation management.

Customer & Cross-Functional:

• Partner with Sales/Account Management on installs, renewals, and service recovery; join customer business reviews as needed.

• Collaborate with Product/Engineering on field feedback, pilot programs, and change management.

• Coordinate with Supply Chain/Distribution on parts availability, forecasting, and logistics; with Finance on billing and accruals.

Key Metrics (examples):

• SLA attainment (response/restoration); First-Time-Fix Rate (FTFR)

• Mean Time to Respond/Repair (MTTR); backlog aging and schedule adherence

• Technician utilization & productivity; revenue/throughput per tech; cost-to-serve

• Inventory turns, shrink, RMA recovery rate; fleet utilization and $/mile

• Safety: TRIR, near-miss reporting rate, training completion

• Customer sentiment: NPS, complaint rate, time-to-recovery

Qualifications:

• 7+ years of progressive field service or operations leadership; 3+ years leading multi-site teams (statewide or equivalent).

• Bachelor's degree in Business, Operations, Engineering, or relevant experience required; advanced degree a plus.

• Proven success managing budgets, workforce planning, and large-scale dispatch/route operations.

• Demonstrated use of data to manage performance; advanced Excel or analytics skills; familiarity with CMMS/FSM platforms.

• Strong change management, stakeholder communication, and customer-facing skills; calm under pressure and escalation-savvy.

• Continuous improvement mindset

Requirements:

• Valid driver's license; ability to travel intrastate (up to 40-60% as needed).

• Ability to lift and move equipment as required for site visits and audits; adherence to all safety protocols.

• Proficiency with Microsoft 365 (Teams, Excel, PowerPoint, SharePoint) and field mobility apps; strong written and verbal communication.