Field Services Manager

Sleep Number • Salt Lake, UT

1d • $66,700 - $82,300

About The Position

The Field Services Manager is a frontline leader responsible for operational excellence, customer experience, and team member engagement within assigned markets. This role models expected Technician behavior, provides education and training to new hires and team members, and serves as a communication link between the field and Field Services leadership. The Manager oversees the tactical activities of a Home Delivery market to meet company safety, financial, service-level, and quality goals and delivery standards.

The role includes customer-home visits and driving to and from customer homes to deliver, relocate, assemble, or repair products and resolve service issues. The Manager leads and supports field team members, oversees daily dock and delivery operations, monitors performance, manages talent and hiring, and partners with regional or territory leadership on market strategy, efficiencies, and performance. The listed salary range is $66,700 to $82,300.

Requirements

• 2–3 years of leadership experience in services.
• Ability to hire, lead, and inspire a highly technical and remote workforce.
• Strong understanding of a service environment and infrastructure that supports service excellence, operational efficiency, employee engagement, customer service, and P&L management.
• Ability to maintain employee morale and engagement, with strong written and verbal leadership and communication skills.
• Ability to execute complex processes in a fast-paced environment.
• High school diploma or GED equivalency.
• General computer skills, including Microsoft Office Suite programs.
• Excellent customer service and verbal and written communication skills.
• Ability to work directly with customers and strong problem-solving skills.
• Ability to train others on job procedures and processes and supervise others.
• Ability to use common and power hand tools.
• Good mechanical aptitude.
• Technical skills to operate smartphones, computers, and other technology-related equipment.
• Valid driver’s license and proof of insurance.
• Ability to follow safety procedures.
• Good driving record.
• Must be at least 21 years old.

Nice To Haves

• Customer service experience.
• Delivery or driving experience.
• Bachelor’s degree.

Responsibilities

• Visit customers’ homes, including driving to and from homes, delivering, relocating, assembling, or repairing products to specifications, and handling service recovery situations.
• Model, coach, and train team members on TRUST and Home Delivery Operating Procedures while on route to support compliance and customer satisfaction.
• Model Sleep Number’s mission, vision, and values.
• Manage, supervise, and support field team members in the assigned area.
• Promote safety and ensure adherence to workplace safety procedures.
• Ensure Department of Transportation processes and guidelines are followed and Sleep Number trucks meet safety and productivity standards.
• Lead daily dock operations, including scheduling, manifest review, route efficiency, and freight accuracy, to support on-time and first-time-complete deliveries and continuous improvement.
• Monitor and assess team and individual performance; ensure processes are followed; coach team members, manage performance, and build a talent pipeline.
• Maintain open communication with field team members, escalate field matters to Field Services leadership, and communicate key messages, goals, process changes, and performance results in both directions.
• Drive team member engagement and recognition efforts.
• Recruit, interview, and onboard new hires.
• Partner with the Region/Territory Manager on strategy and efficiencies, including area P&L and performance metrics, vendor partnerships, and market demand planning and forecasting.
• Build and maintain relationships with Retail sales team leaders and partner to resolve customer issues or escalations.
• Perform other job duties related to business needs.

Benefits

• Medical insurance
• Pharmacy benefits
• Dental insurance
• Life insurance
• Disability insurance
• 401(k)
• Paid time off
• Additional resources supporting emotional, financial, career, community, and physical wellbeing

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED