Service Operations Manager

The Service Operations Manager is responsible for overseeing coordinating and optimizing service delivery operations within a remote environment. This role ensures high levels of operational efficiency customer satisfaction and compliance with organizational policies and industry standards. The Service Operations Manager leads cross-functional teams implements process improvements and supports strategic initiatives to achieve operational excellence.

Key Responsibilities:

Manage day-to-day service operations ensuring timely and efficient delivery of services to customers

Supervise mentor and support remote service teams to achieve performance objectives

Develop and implement operational policies procedures and best practices

Monitor key performance indicators (KPIs) service metrics and customer satisfaction scores

Analyze operational data to identify trends bottlenecks and areas for improvement

Coordinate with other departments (e.g. sales technical support logistics) to ensure seamless service delivery

Manage budgets resource allocation and workflow planning for service operations

Ensure compliance with regulatory contractual and organizational standards

Lead initiatives to improve operational efficiency reduce costs and enhance customer experience

Prepare regular reports and present operational insights to senior leadership

Required Qualifications:

Bachelors degree in Business Administration Operations Management or a related field (or equivalent experience)

Minimum of 57 years of experience in service operations customer operations or related management roles

Proven experience managing remote teams and cross-functional projects

Strong leadership communication and problem-solving skills

Proficiency with operations management tools CRM systems and Microsoft Office Suite

Ability to work independently and manage remote teams effectively

Analytical skills to monitor performance metrics and identify trends

Preferred Qualifications:

Experience in SaaS technology utilities healthcare or other service-based industries

Familiarity with Lean Six Sigma or process improvement methodologies

Advanced knowledge of workflow automation tools and operational analytics

Professional certifications in operations or project management (e.g. PMP Lean Six Sigma)

Annual Compensation:

Salary Range: $90000 $130000 per year based on experience qualifications and geographic location

Benefits Package:

Comprehensive medical dental and vision insurance

401(k) retirement plan with employer match

Paid time off (PTO) including vacation sick leave and paid holidays

Fully remote work arrangement within the United States

Professional development training and certification opportunities

Life insurance and short- and long-term disability coverage

Employee assistance and wellness programs