Contact Center Manager, Service Request Operations

DMI • Sharonville, OH

107d

About The Position

DMI is seeking a process-oriented Contact Center Manager, Service Request Operations to lead our Service Request Specialist team within our Managed Mobility Services Division. This team plays a crucial role in the order management lifecycle of mobile devices, handling data entry, service request processing, and fulfillment coordination. This role requires a leader who thrives in a fast-paced, ever-changing environment – someone who can build efficient processes, lead with flexibility, and deliver high-quality service in support of our enterprise clients’ mobility needs. If you excel at optimizing workflows, leading teams through change, and driving operational excellence, we want to hear from you.

Requirements

• 3–5+ years of experience managing teams in service request management, logistics coordination, order processing, or similar operational roles.
• Proven experience building, structuring, and scaling operational teams.
• Experience in fast-paced, change-driven environments; ability to remain flexible and lead through ambiguity.
• Background in IT service management, logistics, or operations preferred.
• Strong leadership and team-building capabilities.
• Process-oriented mindset with a focus on accuracy and efficiency.
• Flexible and responsive to shifting priorities—comfortable operating in a dynamic, fast-paced setting.
• Excellent organizational and time-management skills.
• Strong problem-solving and analytical skills.
• Excellent communication and interpersonal skills.
• Familiarity with ticketing systems such as ServiceNow, order management platforms, or workflow tools.

Nice To Haves

• Experience with mobile carriers (AT&T, Verizon, T-Mobile) or mobile device procurement platforms.
• Familiarity with ITSM platforms such as ServiceNow.
• Exposure to ITIL or similar service frameworks (certification a plus).
• Knowledge of mobile device lifecycle management and enterprise mobility support.

Responsibilities

• Lead, coach, and mentor a team of Service Request Specialists.
• Foster a high-performing, adaptable team culture that thrives in a fast-paced, evolving environment.
• Conduct regular performance evaluations and support ongoing professional development.
• Define team goals and align performance with key business metrics.
• Oversee the end-to-end lifecycle of mobility-related service requests – from intake and data entry to order fulfillment and documentation.
• Ensure timely and accurate processing of mobile device orders, upgrades, replacements, and accessory requests.
• Manage relationships with wireless carriers, device vendors, and internal logistics teams to coordinate procurement and fulfillment.
• Monitor daily workload distribution, adjust team resources as needed, and ensure adherence to service levels.
• Maintain visibility into inventory levels, shipping timelines, backorders, and overall order accuracy.
• Identify process inefficiencies and implement improvements to enhance speed, accuracy, and scalability.
• Oversee day-to-day processing of mobile device requests—including procurement, carrier service activations, and accessories ordering.
• Serve as the primary point of contact for escalated service request issues.
• Track and analyze performance metrics (e.g., request volume, processing time, error rates) and report on trends to leadership.
• Maintain a customer-first mindset when engaging with internal and external stakeholders.

Benefits

• Convenience/Concierge – Virtual health visits, commuter perks, pet insurance, and entertainment discounts that make life easier.
• Development – Annual performance reviews, tuition assistance, and internal career growth opportunities to help you thrive.
• Financial – Generous 401(k) matches, life and disability insurance, and financial wellness tools to support your future.
• Recognition – Annual awards, service anniversaries, referral bonuses, and peer-to-peer shoutouts that spotlight your achievements.
• Wellness – Healthcare coverage, wellness programs, flu shots, and biometric screenings to support your health.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree