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 managersetsthe 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 fleetutilization 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; builda benchand succession plans for critical roles.

• Set expectationscoach forperformance 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-hourscoverage; 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/Distributionon parts availability forecasting andlogistics; 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; fleetutilizationand $/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).

• Bachelors degree in Business Operations Engineering or relevant experience; advanced degreea 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 drivers license; ability to travel intrastate (up to 4060% as needed).

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

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